Job Summary:

This position is responsible for interfacing with referral sources and potential customers for the purpose of providing customer service and helping potential customers identify and navigate care into the most appropriate treatment setting. The ideal candidate will appropriately receive and coordinate referrals from physicians, hospitals, facilities, and other community referral sources via both telephone and email correspondence. Intake Specialists will collect and document relevant patient and referral source information into a CRM software (Customer Relationship Management) and schedule intake appointments into one of our treatment facilities. This position can either be onsite, remote or hybrid and there is no telemarketing required. Outbound phone calls are required for returning voicemails and working on special projects.

Essential Functions:

• Schedule prospective patients for intake appointments
• Answer all incoming calls with a strong customer service background, this will include answering questions, explaining the admissions process, insurance and pricing.
• Prepare and maintain patient records.
• Enter admission information that includes patients' insurance, medical history, and demographics into the system using various software applications
• Conduct pre-screen to determine medical necessity for Intake Assessment for each potential patient.
• Convey the initial plan of treatment to the referral source, if applicable.
• Produce a timely acceptance and completion of new referrals.
• Effectively assist case management as needed with referrals.
• Maintains confidentiality and safeguards the operations of the business.
• Keep lines of communication open with the Clinic Operations Team to ensure individualized goals are met.
• Answers or returns calls to customers to learn about and address their needs.
• Responds efficiently and accurately to customers, explaining possible solutions and ensuring customers feel valued and supported.
• Builds rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during training.
• Ensures that customers understand product information and provides additional information to customers as needed.
• Listens attentively to customer needs and concerns and demonstrates empathy.
• Participates in activities designed to improve customer satisfaction and business performance.
• Raises issues proactively and in a timely manner.
• Answer all incoming calls with an emphasis on providing information on MAT, OTP, and harm-reduction treatment plans with a strong background in customer care.
• Review and contact those writing to New Season via email or when referred from a third party.
• Convey admission program process and daily expectations
• Communicate referrals with business development for tracking and location study purposes.
• Match prospective patients with best facility location for treatment
• Provides backup services for Support Center during natural disasters.
• Maintains confidentiality and safeguard the operations of the business,
• Adheres to service policy and principles of CMG/New Season.

Essential Qualifications:

Education/Licensure/Certification: Bachelor's degree required in clinical, counseling, nursing, social service or related field.

Required Knowledge: The candidate will have knowledge of substance use disorders, behavioral health, methadone, healthcare terminology and general counseling practices. Must have knowledge of health insurances (Medicare / Medicaid / Commercial) and Federal Confidentiality Law, HIPAA & healthcare ethics. Position will require basic computer knowledge.

Experience Required: The candidate must have a minimum of two (2) years of clinical experience in a substance use disorder treatment setting. Admissions / Intake experience preferred.

Skill and Ability: Exceptional customer service, active listening and verbal and written communication skills in a fast paced environment. Demonstrated experience with multi-line phone systems. Ability to work with integrity and the experience, confidence and presence to effectively handle interpersonal relationships. Strong organizational skills with a keen ability to prioritize and multitask. Ability to adhere to and meet deadlines. Experience in handling sensitive, confidential information. Strong administrative and data entry skills. Bilingual is a plus. The position will require proficiency in Microsoft Office Applications, including Word and Excel. Experience with Google Suite and CRM is a plus.

Working Conditions:

• Ability to operate in an open work area with moderate everyday noise.
• If remote, must ensure a distraction free work environment

Core Competencies:

• Ability to operate in an open work area with moderate everyday noise.
• If remote, must ensure a distraction free work environment
• Clinical Training
• Analytical Skills
• Active Listening
• Business Acumen/Understanding the Organization
• Communication (Oral and Written)
• Detail Orientation/Attention to Detail
• Ethics/Values/Integrity
• Information Gathering
• Problem Solving
• Time Management

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Work Location: Remote

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