Phoenix House Welcome Center / Call Center Manager in Brandon, Florida
SUMMARY This position is a call center sales position that will respond to inquiries; obtain inquiry information, schedule and confirm assessments/appointments; follow-up on missed appointments; maintain medical record database (Welligent). The Welcome Center Manager will provide excellent customer service to all callers seeking information regarding treatment services from Phoenix House programs. The primary goal is to schedule an in-person assessment with the assessment team to determine what level of care is needed to appropriately treat the client or to refer the client to an appropriate resource in the community in a timely, courteous and effective manner. The Welcome Center Manager will oversee/supervise the Department, train as necessary, track data and report to the Regional Director of Business Development
ESSENTIAL DUTIES AND RESPONSIBILITIES
Train the Department in Sales Techniques unique to Behavioral Health. Observe and give feedback to the Welcome Center Specialists regarding performance for the purpose of improving conversion rate from call to assessment.
Enter and track Data in the Call Tracking log so that each call has a record of the caller, level of care/type of treatment sought, referral source, funding source as well as a summary of the call.
Participate in interdepartmental calls with the Business Development Team for updates in the field as well as inform the team of updates, obstacles, trends, identification of new referral sources, etc.
Answer calls in a courteous, clear and empathetic manner. Return any missed calls in a timely manner.
Provide callers with up-to-date information regarding Phoenix House programing offerings and locations.
Complete telephone initial screening questionnaire in compliance with DCF requirements to identify potential services.
Schedule assessments with the appropriate assessment team member and populate the information on the assessment calendar.
Follow-up on missed appointments.
If caller is not appropriate for Phoenix House programming, refer to a treatment provider resource within our community following Regional Directors parameters.
Maintain accurate and timely documentation in Welligent and be able to report on all calls coming into the call center.
Make no fewer than three follow-up calls to any callers who are appropriate for our services but did not schedule an assessment on the first incoming call. Note details of all follow-up calls in Welligent and or approved documentation methods.
Establish and maintain effective relationships with referral sources, insurance providers, community agencies, and internal partners to effectively facilitate initial assessments and access to client services.
Excellent verbal and written communication skills.
Ability to communicate effectively, verbally and in written form, and interact with staff, clients, funding agencies, insurance agencies and contractors.
Ability to maintain confidentiality and discern who has a need to know sensitive data or information
Excellent interpersonal skills and ability to work effectively on a team in a high-pressure environment
Ability to instill and maintain a strong customer service environment and a sense of professionalism within a stressful environment
Ability to work effectively in a fast-paced environment
High comfort level with technology, including proficiency in MS Office products
High School diploma or equivalent
Two years of experience providing customer service in in a telephonic sales or in-person sales environment
Experience in the Behavioral Health Field
College Degree in Human Services Related Field
Phone crisis management experience preferred
Experience in the substance use field preferred
SCHEDULING NEEDS Weekends and holiday hours may be required.
Phoenix House conducts as needed, job-related background checks, fingerprints, drug testing, physical exams, medical exams, TB testing, verification of employment history and/or reference checks prior to employment.
Phoenix House is an Equal Opportunity Employer providing equality of opportunity to all who are protected against discrimination by law, regulation or executive order, including veterans and individuals with disabilities.
EEO is the Law: Applicants and employees are protected under Federal law from discrimination. Click http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf to learn more.
EOE Minorities / Females / Protected Veterans / Disabled