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Client Engagement Specialist

3 months ago

Tempe, Arizona, United States CRISIS PREPARATION AND RECOVERY INC Full time

Under the direct supervision of the Outpatient Operations Director, a Client Engagement Specialist is the first point of contact for Crisis Preparation and Recovery outpatient clients.

The primary responsibility for this position is to provide an exceptional customer service experience while answering inbound and making outbound calls.


Knowledge and Skills:
Displays a friendly, polite and compassionate demeanor

  • Demonstrates critical thinking and multi tasking ability
  • High level attention to detail and accuracy
  • Excellent verbal and written communication skills
  • Consistently demonstrate problem solving, organizational and time management skills
  • Must be able to work in a fast paced, ever changing work environment
  • Bilingual abilities are a plus
  • Typing skill of 40+ WPM
  • Acts ethically and honestly and applies those behaviors to daily work activities

Duties:
Answers all incoming calls in a courteous, welcoming, professional and timely manner

  • Gathers new client demographic and insurance information and documents accurately
  • Creates new charts and completes screenings to schedule intakes with the appropriate clinician
  • Adheres to ATC scheduling timelines
  • Accurately completes requests for scheduling changes
  • Handles new client referrals for counseling and/or medication services
  • Outreaches clients for missed intakes and contacts referrals sources, as needed
  • Schedules transportation requests for AHCCCS T19 clients (clinician approval required)
  • Maintains various documents pertaining to client referrals/transfers and insurance verification
  • Assesses callers for DTO/DTS and determines appropriate course of action
  • Coordinates with other departments for scheduling purposes, as needed
  • Adheres to HIPAA privacy and confidentiality regulations and guidelines
  • Other duties and tasks may be assigned as appropriate or necessary

Education Requirements:
High School diploma required

  • Bachelor's in Social Work (BSW) or comparable field preferred
  • Telephone customer service within behavioral health or medical field preferred