National Capital Treatment & Recovery, formerly Phoenix House in Arlington, VA is hiring for a full-time Welcome Center Specialist to help respond to inquiries; obtain inquiry information, schedule and confirm assessments/appointments; follow-up on missed appointments; maintain medical record database (Welligent). This is a full-time M-F 8am-4:30pm, hourly position with full benefits.

The Welcome Center Specialist will provide excellent customer service to all callers seeking information regarding treatment services from Phoenix House programs. The primary goal is to schedule an in-person assessment with the assessment team to determine what level of care is needed to appropriately treat the client or to refer the client to an appropriate resource in the community in a timely, courteous and effective manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Answer calls in a courteous, clear and empathetic manner. Return any missed calls in a timely manner.

· Provide callers with up-to-date information regarding NCTR programing offerings and locations.

· Complete telephone initial screening questionnaire in compliance with DCF requirements to identify potential services.

· Schedule assessments with the appropriate assessment team member and populate the information on the assessment calendar. Follow-up on missed appointments.

· If caller is not appropriate for NCTR programming, refer to a treatment provider resource within our community following Regional Directors parameters.

· Maintain accurate and timely documentation in Welligent and be able to report on all calls coming into the call center.

· Make no fewer than three follow-up calls to any callers who are appropriate for our services but did not schedule an assessment on the first incoming call. Note details of all follow-up calls in Welligent and or approved documentation methods.

· Establish and maintain effective relationships with referral sources, insurance providers, community agencies, and internal partners to effectively facilitate initial assessments and access to client services.

· Attends and participates in team meetings in accordance with position and program needs.

· Work in and foster a team environment with internal and external partners.

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

· Maintain ethical standards and continued professional growth, including

· Abide by program and NCTR policies and procedures

· Ensure all CARF standards are instituted and maintained

· Promote, in public and private contacts, the quality standards and ethical practices of NCTR staff

· Continue professional growth by attending workshops, trainings and staff in-service trainings to increase skill and knowledge and to set appropriate example for staff

· Maintain current certifications as required

· Maintain professional boundaries with staff and clients

· Perform other duties as assigned by supervisor

· Performs other duties as assigned

QUALIFICATIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Excellent verbal and written communication skills. Ability to communicate effectively, verbally and in written form, and interact with staff, clients, funding agencies, insurance agencies and contractors.
• Ability to maintain confidentiality and discern who has a need to know sensitive data or information
• Excellent interpersonal skills and ability to work effectively on a team in a high-pressure environment
• 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
• High comfort level with technology, including proficiency in MS Office products
• Ability to establish and consistently enforce appropriate boundaries with clients and callers
• Excellent organizational skills
• Flexibility regarding schedule

EDUCATION/EXPERIENCE

• High School diploma or equivalent; some college preferred
• Two years of experience providing customer service in in a telephonic or in-person environment
• Phone crisis management experience preferred
• Experience in the substance use field preferred

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

REGULARLY REQUIRED: to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms, and talk or hear.

OCCASIONALLY REQUIRED: to stand, walk, stoop, kneel or crouch and lift and/or move up to 20 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

NCTR is an Equal Opportunity Employer