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: 227 Thorn Avenue, Orchard Park, NY, 14127

*Must be available to work a schedule shift anytime between Monday - Thursday from 7:30a.m.- 7:00p.m. and Fridays from 7:30a.m. - 4:00p.m. *

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: $17.00/hr