Call Center Representative at DeCoach Recovery
DeCoach Recovery · Cincinnati, United States Of America · Onsite
- Junior
- Office in Cincinnati
About Us:
DeCoach Recovery is a leading addiction treatment center dedicated to providing comprehensive and compassionate care to individuals struggling with substance use disorders. We offer a range of evidence-based treatments and therapies tailored to each patient's unique needs, with a focus on long-term recovery and wellness.
The Call Center Representative at DeCoach plays a crucial role in guiding individuals and their families through the initial steps of entering our substance abuse treatment programs. This position is responsible for assessing the needs of potential clients, providing information about our services, and facilitating a smooth admissions process. The Patient Access Specialist serves as a compassionate and knowledgeable point of contact, ensuring that clients feel supported and informed as they begin their recovery journey.
Key Responsibilities:
Client Engagement:
Serve as the first point of contact for potential clients, families, and referral sources inquiring about DeCoach’s treatment programs.
Conduct initial screenings to determine the appropriate level of care for incoming clients.
Provide detailed information about DeCoach’s services, treatment options, and the admissions process to clients and their families.
Admissions Process:
Coordinate all aspects of the admissions process, including gathering necessary documentation, verifying insurance benefits, and obtaining pre-authorizations when required.
Work closely with clinical, medical, and outreach teams to ensure a seamless transition for clients from the inquiry stage to admission.
Maintain accurate and up-to-date records in the admissions database, ensuring compliance with all regulatory requirements.
Communication & Collaboration:
Maintain clear and consistent communication with clients, families, and referral sources throughout the admissions process.
Collaborate with the outreach team to follow up on leads and referrals, ensuring timely responses and high conversion rates.
Collaboration with clinical and medical staff to coordinate assessments, intake appointments, and the transfer of pertinent client information.
Education & Support:
Educate clients and their families about the recovery process, the benefits of treatment, and the resources available at DeCoach Recovery Centre.
Provide empathetic support to clients and families during what is often a challenging and emotional time.
Assist with developing and distributing informational materials about DeCoach’s programs and services.
Data & Reporting:
Track and report on admissions metrics, including conversion rates, referral sources, and client demographics.
Analyze admissions data to identify trends and areas for improvement, providing recommendations to the admissions and outreach teams.
Participate in regular team meetings to review progress, share insights, and collaborate on strategies to enhance the admissions process.
Qualifications:
High school diploma or equivalent required
Previous experience in admissions, customer service, or a related role, preferably in the healthcare or addiction treatment industry.
Knowledge of addiction recovery and treatment processes is highly desirable.
Skills & Abilities:
Excellent interpersonal and communication skills, with the ability to engage with clients and families in a compassionate and professional manner.
Strong organizational skills and attention to detail, with the ability to manage multiple tasks and deadlines effectively.
Ability to work both independently and as part of a team, with a proactive approach to problem-solving.
Proficient in Microsoft Office Suite and experience with electronic health records (EHR) software.
