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Agency Profile: Spectrum Health & Human Services respectfully partners with adults, children, and families as they recover from behavioral, emotional, mental health and/or substance related disorders by offering individualized and meaningful opportunities of hope, empowerment and support to achieve self-defined improvements in their quality of life.

Full-time: Hybrid position - 227 Thorn Avenue, Orchard Park, NY/Partially-remote

SUMMARY OF POSITION FUNCTION:

Identifying patient needs through telephone inquiries, screenings, and professional requests ensuring caller satisfaction

MAJOR DUTIES AND RESPONSIBILITIES:

+ Knowledge and demonstration of agency core values in day-to-day activities

+ Develop exceptional customer service to provide a positive patient experience.

+ Ensure the criteria for a high performing team member and the values that support trust, interdependencies and teamwork are role modeled and consistently evidenced in the work environment.

+ Enroll new clients or re-enroll former into appropriate programs.

+ Answer inquiries and offer valid information as needed

+ Minimize call duration without compromising quality.

+ Maintain HIPAA compliance to protect individuals’ privacy

+ Politely and promptly answer and direct calls to the appropriate person.

+ Manages high volume of inbound phone calls for various locations; always identifies self and agency

+ Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with other departments as needed.

+ Schedule, cancel, reschedule, etc. patient appointments as requested by the patient or clinical staff.

+ Conduct brief screenings for individuals seeking services, including linkage with appropriate department when applicable.

+ Attend meetings onsite and offsite as assigned.

+ Insurance verification for Medicaid and Commercial payors

+ Other duties as assigned.

SKILLS/COMPETENCIES:

+ Excellent computer skills with the strong ability to navigate computer programs, including Microsoft Office, internet search engines, agency’s Electronic Health Record system and use of office machines

+ Excellent customer service skills with clients and colleagues

+ Strong communication skills, both verbal and written

+ Meticulous attention to detail; excellent time management and organizational skills

+ Ability to multitask in a fast-paced work environment

EDUCATION REQUIREMENTS:

+ High School Diploma or equivalent

EXPERIENCE:

+ One year work experience in work related field preferable

+ Flexible availability and willingness to work nights and weekends.

+ Must possess a valid driver’s license with an acceptable driving record and have reliable transportation.

COMPENSATION: $16.00/hr - $19.36/hr