Referral Specialist - Atlanta, United States - CHRIS Kids

Description

Position Description

The Referral Specialist is a member of the Admissions Team but part of the entire CHRIS180 organization. This position is the first interaction with anyone contacting CHRIS180.

The position requires knowledge about the services offered at CHRIS180 and its partner agencies and resources, managing intense emotions, and handling crisis calls.

The Referral Specialist will navigate the flow of intakes and referrals across the organization.

This position must maintain calmness and utmost professionalism in the presence of questions, complaints, crises, and information throughout the day and most offer the best experiences for people calling into CHRIS180.

The Referral Specialist is the first point of contact for all membership-related questions, requests, and concerns.

The member service representative's responsibilities include answering and directing phone calls, assisting with membership related issues, resolving complaints, and processing transactions.

This position forwards new members to schedule intakes to the Admissions Specialists; informational calls to the appropriate program; provides directions; refers to Resource Navigators for member assistance; and crisis calls to the crisis team as needed.

To be successful as a Referral Specialist, you should have strong customer service skills and enjoy working with people.

A top-notch Referral Specialist should be able to deliver exceptional member service experience and resolve inquiries and complaints in a friendly and efficient manner.

This includes triaging safety and well-being of the residents, counseling center clients, families, and staff. This person will be required to analyze and react to difficult situations, often while under considerable stress and pressure. Decisions will be guided by precedent and established policy and procedure. The Referral Specialist must be dependable, emotionally stable, and physically capable. This position requires some physical functions that are considered essential to satisfactory performance of the outlined job responsibilities, i.e. sitting, standing, walking, driving, speaking, hearing and the ability to physically restrain (when necessary).

The Referral Specialist must be able to serve as a positive role model for the administrative support team, clinical team, counseling center clients and residents.

Also, this person must be able to work with other staff members and must be able to recognize when assistance and consultation is needed.

Role and Responsibilities

The primary duties include but are not limited to the following:

• Provide positive role-modeling to consumers/families.
• Promote self-esteem.
• Promote healthy boundaries.
• Reinforce socially acceptable behaviors (ex: manners, eating habits, safety)
• Reinforce thoughtful decision-making skills.
• Demonstrate customer service.
• Promote positive image of CHRIS180 programs at all times.
• Maintains a pleasant disposition.
• Handle a fast-paced work environment.
• Work as a contributing and collaborative team member
• Respond to consumer, referral, and peer needs in a timely fashion.
• Answer telephone calls and emails accordingly
• Respond to requests for information from stakeholders in a timely fashion.
• Specific services to consumers
• Coordinate and maintain appropriate training for personnel related to the positions assigned within the Centralized Intake and Administrative Support team.
• Demonstrate exceptional engagement skills in providing trauma-focused mental health treatment to target population.
• Ability to answer with a multi-phone system. Calls will be answered by the third ring and consumer/call will be greeted with Good Morning, Good Afternoon, Good Evening.
• Maintain the coordination of voicemails related to CHRIS Centralized Intake and Administrative Support locations assigned, updating voicemail outgoing messages, checking, and relating voicemails, retuning voicemail requests in a timely manner (within 1 business day). Voicemail should be checked at the beginning of each shift.
• Ensure follow-up calls to referral sources, families, consumers, etc. are within agency guidelines.
• The centralized intake team will manage, including but not limited to, POEs, insurance verifications, billing via mail to clients, obtain consents via Docu-sign, medical records and schedule nurses, doctors, and therapists appointments.
• Use preventive intervention techniques when needed to prevent injury (to self or others)
• Referral Specialist Responsibilities:
• Provide excellent customer service to clients, families, visitors, and staff.
• Ensure the organizations efficiency by supporting the preparedness of the centralized intake team.
• Director or ELT representative
• Perform additional duties assigned by the Admissions Program Manager, Clinical Director, CCO, and/or CEO
• Evaluate current processes and make necessary suggestions to streamline processes as needed
• Communicate with the Admissions Program Manager regarding progress, problems, and emergency situations.
• Collaborate and communicate with other programs in the CHRIS180 continuum in the provision of services to members.
• Collaborate and consult with other providers and entities in the provision of best care services to members
• Follow up with referral sources in a timely manner.
• Participate in approximately 40 hours annually of ongoing training, workshops, seminars and institutes to ensure continued professional growth as required under state licensing regulations.
• Build rapport and good relationships with all internal and external referrals sources, stakeholders, and government entities that this position encounters.
• Documentation Requirements
• Complete required administrative tasks and keep related administrative records
• Timely documentation in accordance with CHRIS180 policy and procedures
• Coordinate, Monitor and Train the initiation of new consumers into electronic health record
• Coordinate, Monitor, Prepare and submit reports and statistical data when necessary
• Practice Requirements
• Adhere to the organization policies and procedures.
• Attend and participate in assigned meetings
• Performance and Conduct
• Maintain confidentiality of consumer information
• Maintain appropriate professional boundaries
• Follow the CHRIS180 Code of Ethics
• Follow mandated reporting requirements of GA Code
• Follow mandated requirements of accreditation and governing bodies of CHRIS180
• Support and maintain an environment of emotional and physical safety for consumers, staff, and other stakeholders at all times
• Maintain Personal Information and Training
• Attend and participate in staff meetings as scheduled
• Attend and participate in required trainings as scheduled
• Maintain required certifications
• Review, understand and responsible to program policies
• Provide documents in a timely fashion to Human Resources
• Report changes in status to HR as required by policy

Qualifications/Competencies

• A minimum of a High School Diploma or GED with five (5) years of employment experience in a multidisciplinary office setting with a focus on behavioral health services and a knowledge of health insurance/billing plans.
• Preferred Qualifications include bilingual abilities in Spanish in order to assist in catering towards the Hispanic population and needs and those with leadership/supervisory experience in an office setting.
• Organizational skills, excellent attention to detail and the ability to perform multiple tasks successfully
• An understanding of the concepts of centralized intake, scheduling, time management, and organizational management
• Ability to effectively relate to consumers, parents/custodians of all social, economic, ethnic, and educational backgrounds, with firmness, fairness, and concern,
• Ability to learn new programs quickly is also necessary for this position.
• Ability to work independently as well as part of a team.
• Solid decision-making ability as related to the safety and well-being of consumers, families, community, and staff.
• Be guided by precedent and established policy and procedure in decision-making. This person will be required to analyze and react to difficult situations, often while under considerable stress and pressure.
• Dependability, emotional stability, and physical capability. This position requires some physical functions that are essential to satisfactory performance of the outlined job responsibilities, i.e. sitting, standing, walking, driving, speaking, hearing and the ability to physically restrain (when necessary).
• Ability to recognize when assistance and consultation is needed.
• Strong communication and interactive skills
• Self-motivated and able to work under demand and deadlines.

• Computer skills

• Preferred Qualifications include Microsoft Suite applications, MyEvolv, DocuSign, and Ring Central) soon to be NetSmart MyEvolve
• Flexible as the hours may vary, but a minimum of 40 hours a week will be worked and/or 80 hours in a pay period

Salary:
$45, $52,000.00

Other

The ideal candidate will possess the following:

• Technical expertise that allows well informed decisions, usage of available tools and resources and training to execute job responsibilities.
• Accountable for work being completed accurately and in a timely manner as well as following up as needed.
• Ability to collaborate with other staff to ensure best practices and sound decisions.
• Ability to communicate using appropriate tone when corresponding verbally or written (as well as proper usage of grammar and spelling)
• Ability to adapt and adjust to course and be open to new ideas.
• Ability to manage workload by having a clear understanding of task/project and set realistic timelines and goals.
• Commitment to our vision and mission should be demonstrated in work.

Benefits we offer:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Short- and Long-Term Disability
• Basic and Voluntary Life Insurance and AD&D
• Employee Assistance Program
• Flex Spending Account
• Health Savings Account
• 403 (b) plan
• Paid Time Off

Schedule:
This is a full-time position and typically works Monday Friday 11:00am 7:00pm but requires flexibility.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, stand, and reach with hands and arms.

The employee is occasionally required to lift and/or move up to 20 pounds.