Key responsibilities include completing initial assessments to determine eligibility for services and facilitating the clinical assessment process. The coordinator must document all communications and actions diligently, ensuring a high level of client care throughout the admissions process. The role is performance-driven, with metrics focusing on conversion rates, call volume, and appointment completion rates.
Position Highlights
- This role is hybrid with employees reporting to the Middeltown, Connecticut office.
- The hours are full-time at 40 hours per week.
- Expected office hours are Tuesday through Saturday, 11:30am to 8pm.
- The pay for this role is $22-$24 an hour, contingent on experience and education
DUTIES:
- Answer incoming calls and respond to requests for information in a timely fashion
- Identifies potential red flags and determines appropriate pathway and assessment process based on client need
- Collect appropriate demographic information from incoming leads and enter into CRM & EHR
- Check insurance in electronic verification system to verify current health insurance coverage and eligibility; can confidently interpret a verification of benefits, convey financial quote to client & discuss payment options
- Complete initial assessment with clients to determine eligibility and facilitate clinical assessment process
- Proficiency in operation of CRM and EHR software
- Documents all communication and actions across platforms
- Ensures high level of client care throughout admissions process
- Held accountable to performance and call center metrics such as conversion rate, call volume & appointment completion rate.
QUALIFICATIONS:
- Bachelor’s degree preferred.
- Previous experience in a behavioral health setting.
- Experience with running insurance plans and interpreting benefits.
- Strong customer service skills.
- A minimum of two years in the substance use disorder field, particularly in assessing client appropriateness and treatment pathways.
- Experience with EHR and CRM systems (Salesforce preferred).
- Experience in a call center or related environment handling high volumes of inbound and outbound calls.
- Able to maintain a cooperative and positive attitude at all times and approaches patients, colleagues and family members in a professional and welcoming manner
- Expected to perform all duties within their scheduled work week
- Comply with State/Federal requirements
- Ability to use electronic health records, phone systems, customer resource management software, and more general office computer systems
- Professional and proficient written and verbal communication
- Appreciation and respect for principles of diversity, equity, and inclusion. Ability to engage with diverse audiences (age, gender, nationality, race/ethnicity, profession, etc.).
Benefits Highlights
Coverage: Health, vision and dental through Cigna, FSA, HSA that comes with an employer match, along with STD, LTD, life insurance, EAP, and more.
Balance: Competitive accrual Paid Time Off (PTO) plan, 10 paid Holidays, 2 paid floating Holidays of your choice, and 7 Days of Sick Time.
Development: Certification/continuing education eligibility, leadership development and 1 paid day off a year to go towards personal professional development.
Retirement: 401(k) retirement plan with Voya.
Culture: Great Place to Work certified #GPTW, dedication to diversity, equity and inclusion, and a growing working environment.
*In order to be eligible for our full benefits package you must be employed full time at a minimum of 32 hours a week*
*Aware Recovery Care is an equal opportunity employer*
**NO PHONE CALLS, PLEASE**