JOB SUMMARY: Serve as primary point of contact for patients, family members and community members inquiring about services offered by Rimrock. Assure adherence to state statutes and rules, CARF standards, and federal regulations including HIPAA and 42 CFR Part 2. Positively represents the organization and promotes Rimrock’s Mission to the community.

ESSENTIAL FUNCTIONS:

• Answer incoming calls, meet with walk-ins, developing relationships with community members.
• Coordination of inpatient and residential admits.
• Obtain collateral information from loved ones of patients entering treatment.
• Respond to letters of request to include information requested, treatment services requested, etc.
• Inputting incoming referrals into system, staffing with clinical team.
• Meet with detox patients to collect information regarding treatment needs and staff with clinical team.
• Duties as assigned.

Quality Improvement Responsibilities:

• Assures that information is collected, organized, reported and used to improve the quality of systems and services.
• Obtains feedback from patients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.
• Assures that resources are allocated in accordance with the priorities and plans established by the Strategic Plan.
• Recognizes and appropriately reports to supervisor areas within scope of responsibility that fall outside the quality parameters.
• Performs self-quality monitoring in order to develop and execute plans to meet established goals.

Customer Service Responsibilities:

• Supports organization’s customer service initiative; strives for service excellence by seeking challenges and turning them into opportunities.
• Models professionalism by addressing others with appropriate actions, appearance and communication.
• Works in a spirit of teamwork and trust and maintains professional boundaries in working with others; accepts responsibility for own behavior.
• Provides timely and thorough follow-up with internal and external customers.
• Serves on committees or process improvement teams to assist in improving quality/customer satisfaction, as assigned.
• Models and promotes effective communication.

EDUCATION/TRAINING: Bachelor’s Degree preferred. Previous experience in customer service. CPR/First Aid certified.

SKILLS:

Biopsychosocial evaluation skills, ability to administer testing instruments, oral and written communication skills and ability to relate to the public and represent Rimrock’s mission. Computer skills and proficiency with Microsoft software including Word, Excel and Outlook.

EDUCATION/TRAINING: Bachelor’s Degree preferred. Previous experience in customer service. CPR/First Aid certified.