Position Title: Intake Care Senior Representative
Work Location: Remote
Assignment Duration: 5+ Months

Schedule & Training:

• Training Hours:  8:30am - 5:00pm CST (for about the first six weeks)
• Post-Training Schedule (Possible Shifts)
• 10:30am - 7:00pm CST
• Candidates are preferred in the EST or CST time zones; however, candidates located in the PST time zone will also be considered. 

Position Summary
The Advocate role is a non-clinical customer service position within an inbound call center that supports Behavioral Health.
Advocates are responsible for handling inbound calls from both members and providers or their office support staff regarding mental health or substance use disorder services.
Advocates guide and assist the members and providers to help them work with our organization more effectively and ensure first call resolution.
 
Background & Context
The nature of discussions within the Behavioral Advocate role often delve into personal and sensitive topics with members.
It demands a nuanced understanding of mental health and substance use issues.
This role differs from its medical counterpart in that mental health is a sensitive subject and staff are helping members navigate complex and emotional mental health challenges.
 
Key Responsibilities
• Handling inbound calls from members and providers regarding mental health or substance use disorder services
• Triaging and assessing the need for clinical intervention
• Responding to inquiries about provider referrals and access to care
• Assisting with eligibility and benefits inquiries
• Guiding members and providers to work more effectively with our organization
• Ensuring first call resolution
• Utilizing multiple applications during calls
• Performing independent problem solving
• Multitasking across several proprietary systems
• Servicing calls in a helpful and professional manner
 
Qualification & Experience
• Customer Service experience
• Prior experience working in a patient focused mental health environment preferred
• Ability to maintain a professional and positive image to external customers
• Candidate must possess superb interpersonal communication skills
• Effective listening and organizational skills, with the ability to manage multiple tasks
• Intuitive technical capabilities with the ability to quickly understand and apply working knowledge on several proprietary systems
• Independent problem solving skills
• Able to excel and/or prior successful experience in a virtual team environment
• Strong time management skills
• Ability to type effectively and have strong PC skills
 
Education
• Bachelor's degree in the mental health field or psychology/social work-related field (family communications, health coaching, community/public health or other related major)
 

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 21.00/hr.