Welcome Center Specialist

National Capital Treatment and Recovery•Arlington, VA

1d•Onsite

About The Position

National Capital Treatment & Recovery, formerly Phoenix House in Arlington, VA is hiring for a full-time Welcome Center Specialist. This role is responsible for responding to inquiries, obtaining inquiry information, scheduling and confirming assessments/appointments, following up on missed appointments, and maintaining the medical record database (Welligent). This is a full-time, Monday-Friday, 8am-4:30pm, hourly position with full benefits. The Welcome Center Specialist will provide excellent customer service to all callers seeking information regarding treatment services from Phoenix House programs. The primary goal is to schedule an in-person assessment with the assessment team to determine the level of care needed or to refer the client to an appropriate community resource in a timely, courteous, and effective manner.

Requirements

Excellent verbal and written communication skills.
Ability to communicate effectively, verbally and in written form, and interact with staff, clients, funding agencies, insurance agencies and contractors.
Ability to maintain confidentiality and discern who has a need to know sensitive data or information
Excellent interpersonal skills and ability to work effectively on a team in a high-pressure environment
Ability to instill and maintain a strong customer service environment and a sense of professionalism within a stressful environment
Ability to work effectively in a fast-paced environment
High comfort level with technology, including proficiency in MS Office products
Ability to establish and consistently enforce appropriate boundaries with clients and callers
Excellent organizational skills
Flexibility regarding schedule
High School diploma or equivalent
Two years of experience providing customer service in in a telephonic or in-person environment

Nice To Haves

Some college preferred
Phone crisis management experience preferred
Experience in the substance use field preferred

Responsibilities

Answer calls in a courteous, clear and empathetic manner. Return any missed calls in a timely manner.
Provide callers with up-to-date information regarding NCTR programing offerings and locations.
Complete telephone initial screening questionnaire in compliance with DCF requirements to identify potential services.
Schedule assessments with the appropriate assessment team member and populate the information on the assessment calendar. Follow-up on missed appointments.
If caller is not appropriate for NCTR programming, refer to a treatment provider resource within our community following Regional Directors parameters.
Maintain accurate and timely documentation in Welligent and be able to report on all calls coming into the call center.
Make no fewer than three follow-up calls to any callers who are appropriate for our services but did not schedule an assessment on the first incoming call. Note details of all follow-up calls in Welligent and or approved documentation methods.
Establish and maintain effective relationships with referral sources, insurance providers, community agencies, and internal partners to effectively facilitate initial assessments and access to client services.
Attends and participates in team meetings in accordance with position and program needs.
Work in and foster a team environment with internal and external partners.
Ability to instill and maintain a strong customer service environment and a sense of professionalism within a stressful environment
Maintain ethical standards and continued professional growth, including:
Abide by program and NCTR policies and procedures
Ensure all CARF standards are instituted and maintained
Promote, in public and private contacts, the quality standards and ethical practices of NCTR staff
Continue professional growth by attending workshops, trainings and staff in-service trainings to increase skill and knowledge and to set appropriate example for staff
Maintain current certifications as required
Maintain professional boundaries with staff and clients
Perform other duties as assigned by supervisor
Performs other duties as assigned