HelpLine Specialist

• Provide immediate call center phone coverage handling inbound calls
• Maintain the highest level of customer service possible
• Follow communication scripts ensuring confidence and competency with them
• Respond efficiently and accurately to callers, explaining possible solutions, ensuring that callers feel supported and valued
• Conduct pre-admission screenings for potential admissions
• Record screening data in health system with detail
• Coordinate insurance verifications of referrals
• Maintain knowledge of our treatment service offerings and census per
• Coordinate and confirm level of care recommendations with Helpline Specialists
• Comply with regulations of confidentiality and ethics with all caller and client information
• All other duties as assigned by the Program Director and/or the Program/Clinical Supervisor

Education/Training:

Minimum of an Associates Degree in a human service related field or certification as a Certified Recovery Specialist or Highschool Diploma and experience. Must complete annual training requirements of twenty-five (25) hours per year.

Experience:

Associated Degree/ CRS: One (1) year experience in clinical or human service field, which includes working with individuals with substance abuse disorders.

High School Diploma: (3) years experience in a human service field, which includes (1) year working with individuals with substance abuse disorders.

Required Knowledge, Skills and Abilities :

• Excellent verbal and written communication skills
• Meticulous attention to detail
• Must be computer proficient. Email, excel, word and phone system use is required
• Ability to simultaneously, communicate telephonically and navigate computer based systems
• Knowledge of the basic principles, philosophies, practices, and procedures of Gaudenzia
• Knowledge of the bio-psycho-social characteristics and manifestations of Substance Use Disorder and/or mental illness
• Ability to work effectively with people and aid them in addressing their specific problems
• Willingness to work within a collaborative, team-oriented environment
• Ability to act rationally and decisively in tense or time -sensitive situations
• Engage effectively and thoughtfully with each caller, exhibiting patience, kindness and temperance at all times
• Ability to support and demonstrate adherence to Gaudenzia's Code of Ethics, Code of Conduct and all personnel policies and procedure
• Call Center Experience is desire but not required