Call Center Associate

At Phoenix House, change is something we embrace every day as part of our values to deliver exceptional care. Phoenix House provides individualized, holistic drug and alcohol addiction treatment, with a legacy spanning nearly 50 years. We are passionate about healing individuals, families and communities challenged by substance use disorders and related mental health conditions. Phoenix House supports the mission through a holistic approach that focuses on the distinct mental, physical, and social needs of every person; innovation of best-in-class and evidence-based prevention, treatment, and recovery programs; and, the promotion of greater understanding of addiction. Our devoted staff are committed to treating the whole person—and come from all fields.

We operate personalized, strength-based, gender-responsive programs while living the values and being accountable for our commitments. Being introspective and becoming part of the solution is integral to every interaction and person we touch. As ‘One Phoenix House’ we believe in having fun along the way – embracing ‘progress not perfection’ as our journey continues.

POSITION SUMMARY:

Call Center Associate responsible for managing operational/administrative components of call center office by performing diversified office/clerical duties plus responding to treatment service inquiries and schedule assessments to determine what level of care is needed.

RESPONSIBILITIES:

. Answers phones, schedules appointments and facilitates communications

. Greeting patients and visitors and logging arrival

. Gathering patient demographic and insurance information

. Pay source verification and payment collection

• Schedules assessments and populates information on the assessment calendar. Follow-ups on missed appointments.

• Monitors and refines business processes related to Call Center

• Maintains ethical standards and continued professional growth

• Performs other duties as assigned

REQUIREMENTS:

EDUCATION

• High School diploma

• Associate’s or Bachelor’s degree preferred

. CASAC/CASAC-T preferred

EXPERIENCE

• Minimum one (1) year related experience

• Experience in a substance abuse/mental health environment preferred

• Phone crisis management experience preferred

KNOWLEDGE/SKILLS/ABILITIES:

• Familiarity with EMR systems

• Proficiency with Microsoft Office

• Excellent communicate skills and ability to speak with all levels

• Ability to instill and maintain a strong customer service environment and a sense of professionalism within a stressful environment

• Ability to work effectively in a fast-paced environment

• Ability to establish and consistently enforce appropriate boundaries with patients and callers

SCHEDULE:

Mon – Fri, 11:00am – 7:00pm / flexibility required, subject to change

TO APPLY:

Please submit resume to DirRecruit@phoenixhouse.org with “Call Center Associate” in the subject line.