Client Engagement Specialist - One Call Contact Center

Make a bigger difference

PURPOSE:
The Jewish Board's treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally affirming, person centered approach to help individuals and their families develop skills and resources to improve overall functioning, to instill hope, and to strengthen resiliency. Our programs work closely with community partners to address health disparities in our neighborhoods while also celebrating the strengths and resiliency of our communities.

PROGRAM DESCRIPTION:

The One Call Contact Center (OCCC) is the centralized registration and scheduling unit serving all divisions of the Jewish Board, including Community Behavioral Services, Youth and Family Services, Intellectual and Developmental Disability, and Adult Residential. OCCC is the first point of contact at the Jewish Board for all individuals and families seeking services at The Jewish Board. The OCCC team sensitively gathers information as part of the registration and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified. OCCC provides clients with the information they will need to begin services with their program and introduce them to high quality of care they will receive from the Jewish Board. OCCC partners with all programs to ensure they are providing clients with the full range of services they will receive once they begin with a program. Additionally, the OCCC will introduce options for services from other Jewish Board programs to clients who present with a need that goes beyond their initial request(s).

The programs presently served by the One Call Contact Center are:

Community Behavioral Health
• Adult Care Coordination
• CCBHC
• CFTSS
• Clinics
• PROS

Jewish Services
• Jewish Community Services
• Intellectual/Developmental Disability Services

Youth and Families Services
• Children's Residential
• Children's Care Coordination
• Preventive Services
• Youth ACT

Adult & Family Residential

• Adult Residential Programs
• Domestic Violence Programs

Please note, as OCCC continues to expand, this list will also expand and the CES is expected to learn pre- admit workflows for all existing and new programs as part of their day-to-day job functions

POSITION OVERVIEW:

The Client Engagement Specialist will be responsible for screening all calls/requests for services made for programs in the aforementioned divisions. Upon contact with the client or potential client, the Client Engagement Specialist will either pre-admit/schedule the client for intake assessment by the program or recommend another service organization, which may more appropriately meet the clients' needs.

The Client Engagement Specialist is responsible for registration and scheduling of all new and returning clients. They must maintain a hospitable and professional demeanor with clients who may or may not respond in kind. Client Engagement Specialists must be flexible as the job may change according to
program and agency needs. Client Engagement Specialists must also be organized and able to multi-task as the job requires.

KEY ESSENTIAL FUNCTIONS:
• Professionally and cordially manage all incoming contact to One Call Contact Center - including voice calls, emails, faxes and chats - while maintaining HIPAA compliance
• Determine if the client has been previously known to The Jewish Board within electronic health record
◦ If former client - determinate if client is eligible/appropriate for re-engagement or return to service
◦ If new client - create client id# and begin pre-admission registration
• Request Insurance information to ensure client's insurance is accepted by The Jewish Board
· Obtain demographic and clinical information regarding the client's relevant history and presenting concerns
• Where required, complete safety/risk screen using Netsmart Avatar 3-question screen and script
◦ If positive - refer client to clinical team member for additional assessment
◦ If negative- complete pre-admit, registration and scheduling for client
• Determine the most appropriate program for client based on eligibility criteria, presenting concerns, and/or client preference/proximity to program
◦ Obtain & upload all required documentation for the program client is registering for including but not limited to: Referral forms, hospital discharge and treatment information for all inpatient and emergency services discharges, 2010e for adult residential, ACS referral for Preventive, etc.
• Process applications for services and document according to program specific policy and procedure
• Provide referrals for other service providers and resources for clients, as needed
• Consult with supervisor in situations where:
◦ There is an emergency including suicidal/suicidal ideation or risk
◦ Client presents as psychotic or delusional and is unable to complete application
◦ Suspicion of physical or sexual abuse
◦ Cases of domestic/intimate partner violence
• Document thoroughly via email any interactions that are identified as emergent in nature or require staff attention, and forward to all parties (program and leadership) copying OCCC leadership.

REQUIREMENTS:
• HS with 2-5 years in human services or customer service, or BA in helping profession with 1 year experience
• Ability to learn and proficiently use contact center software
• Ability to work well with others and as part of a team
• Ability to work autonomously as needed in a hybrid (remote and in-person) work setting
• Experience working under pressure in a multi-tasking environment

• Strong ability to communicate effectively with clients, potential clients, and staff
• Strong attention to detail
• Expertise or significant positive experience with customer service
• Bilingual preferred but not required

COMPUTER SKILLS REQUIRED (List the computer skills needed):
• Use of an Electronic Health Record (EHR)
• Use of Outlook and related Microsoft Office Applications
• Use of cloud-based contact center software
• Use of external, centralized referral databases and provider assistance systems (e.g. CAPS, Maven, ePaces, PSYCKES)
• Willingness to attend trainings to increase knowledge and learn said databases and programs

VISUAL AND MANUAL DEXTERITY:
• Able to read data and documents, including spreadsheets, reports, and Electronic Health Records in printed form and on computer screens
• Able to input data into the Electronic Health Record
• Limited applications of manual dexterity and hand-eye coordination

WORK ENVIRONMENT / PHYSICAL EFFORT
Physical Demands:
• Regularly required to speak clearly and hear the spoken word well
• Regularly required to physically operate routine office equipment such as telephones, computers, etc.
• Regularly required to utilize near vision ability and to read data and documents, including spreadsheets, reports and Electronic Health Records in printed form and on computer screens
• Able to spend long hours seated
• Able to spend long hours on telephone and on computer

Work Environment:
• Stable internal connection with adequate Wi-Fi bandwidth is required to perform remote, cloud- based tasks and computer work with minimal disruption required
• Private remote work set up where HIPAA compliance can be maintained
• Noise level is consistent with levels usually present in an office, education, rehabilitation or health related environment
• Hazards present are consistent with those common to an office, education, rehabilitation or health related environment

We are an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable federal, state, or local law.