POSITION: Client Care Advocate

LOCATION: Florida

SUPERVISED BY: Call Center Manager

POSITION/INDIVIDUALS SUPERVISED: None

INTERRELATIONSHIPS: All Customer Care Staff

POSITION PURPOSE:

The Client Care Advocate is an essential member of our Client Acquisition team, he/she will be working alongside the Business Development team to fields inbound calls, emails and live chat leads in our contact center via our various marketing campaigns and with compassion, empathy, a sense of service and urgency, insures that each person they are in contact with receives a comprehensive assessment of treatment needs and available resources and/or an appropriate referral if deemed inappropriate for our services. Thorough and accurate documentation of calls and other related paperwork is a critical component of the job.

POSITION REQUIREMENTS/QUALIFICATIONS

1. EDUCATION: High School Diploma.

Some College experience may be preferred.

2. EXPERIENCE: 2-4 years of experience in a contact center/phone room. Familiar with substance abuse and mental health. Experience working with Microsoft Office Suite

3. LICENSURE/CERTIFICATION: AID’s awareness, De-escalations during employment attainment of certification. Other industry training.

4. KNOWLEDGE AND TRAINING

REQUIRED AT TIME OF HIRE: Knowledge of the substance abuse treatment.

Knowledge of Joint Commission Standards.

Demonstrates Proficiency in Communication & Written skills.

Knowledge of State & Federal Statutes Regarding Patient Confidentiality laws.

Knowledge of Drug-Free Workplace Policies.

Knowledge of Workplace Violence.

5. AGE SPECIFIC INDIVIDUALS SERVED/ RESPONSIBILITY: Adults

6. SECURITY MEASURERS AND CLEARANCE:

KIPU access clearance

7. EMPLOYEE CLASSIFICATION: Non - Exempt

WORKPLACE ENVIRONMENT

1. ENVIRONMENTAL CONDITIONS: Position requires work in a temperature-controlled environment; 80%-90% of the time spent indoors.

2. MACHINES/EQUIPMENT USED: Computer Calculator

Fax Machine Copy Machine

Telephone System ID Camera

3. PHYSICAL & MENTAL DEMANDS: PHYSICAL DEMANDS

Physical Tasks 0-25% 26-50% 51-75% 76-100%

Standing X

Walking X

Bending X

Crouching X

Carrying X

Pushing X

Pulling X

Sitting X

Reaching X

Reading X

Driving X

LIFTING/LOWERING

Light (1-20 lbs) X

Medium (21-50 lbs) X

Heavy (51+ lbs) X

MENTAL DEMANDS

Psychological High Medium Low

Mental Stress X

Work with Others X

4. JOB CATEGORY STANDARD PRECAUTIONS: Office safety practices

5. PERSONAL PROTECTIVE EQUIPMENT: None

6. POTENTIAL WORKPLACE HAZARDS: Normal Workplace Hazards

7. POTENTIAL WORKPLACE VIOLENCE: Medium/High Risk Level

SPECIFIC AREAS OF RESPONSIBILITY TO POSITION

1. Receives and responds to call inquiries for potential admissions and generalized questions.

2. Obtains the required information for thorough screening of qualified leads.

3. Makes referrals for persons who are not appropriate for admission.

4. Completes detailed pre-admission assessment to determine appropriateness for services offered

5. Answer high volume of phone calls and triage to the appropriate individuals and departments

6. Respond to queries via web-based chat, text, and email

7. Interact with internal and external clients in a professional and courteous manner

8. Reliably demonstrate excellent telephone etiquette and customer service skills

9. Professional conduct via all avenues of communications

10. Attends staff meetings, as necessary.

11. Participates in Quality Improvement meetings.

12. Attends in-service training seminars inside and outside the company.

13. Shares pertinent information to teams as obtained from clients and families.

14. Maintains client confidentiality laws.

15. Ensures a professional atmosphere at all times.

16. Adheres to all company policies and procedures.

17. Completes additional tasks, as assigned.

18. Being sensitive to Cultural Issues in the workplace, and clients.

19. Reporting Suicidality/Homicidal inclination and attempt of all clients to the supervisor, and / or nursing staff.

20. Demonstrate of competency and understanding to Addition.

21. Ability to respond appropriately to issues of Trauma of a client and report to proper authorities, such as supervisor or nursing staff.

22. Reporting and responding to issues of Co- Occurrence disorder of all clients to proper authorities, such as supervisor or nursing staff.

CERTIFICATION OF RECEIPT AND UNDERSTANDING

I hereby certify that I have reviewed a complete copy of my position description and workplace environment and understand my duties, responsibilities and workplace environment as described in the job description. I agree to perform the duties herein.

POSITION REQUIREMENTS/QUALIFICATIONS

1. EDUCATION: High School Diploma.

Some College experience may be preferred.

2. EXPERIENCE: 2-4 years of experience in a contact center/phone room. Familiar with substance abuse and mental health. Experience working with Microsoft Office Suite

3. LICENSURE/CERTIFICATION: AID’s awareness, De-escalations during employment attainment of certification. Other industry training.

4. KNOWLEDGE AND TRAINING

REQUIRED AT TIME OF HIRE: Knowledge of the substance abuse treatment.

Knowledge of Joint Commission Standards.

Demonstrates Proficiency in Communication & Written skills.

Knowledge of State & Federal Statutes Regarding Patient Confidentiality laws.

Knowledge of Drug-Free Workplace Policies.

Knowledge of Workplace Violence.

5. AGE SPECIFIC INDIVIDUALS SERVED/ RESPONSIBILITY: Adults

6. SECURITY MEASURERS AND CLEARANCE:

KIPU access clearance

7. EMPLOYEE CLASSIFICATION: Non - Exempt