Gaudenzia’s mission is to help individuals and families affected by drug and alcohol dependency, mental illness, and related conditions to achieve a better quality of life and become accountable individuals.

The Helpline Specialist functions in a multi-functional role working within the call center providing supportive counseling and assessment services and ensuring all customer service objectives are well supported.

The following duties are most critical for this position and are not to be construed as exclusive or all-inclusive; Managing all inbound calls from various sources such as managed care organizations, hospitals, clinics, courts, prisons and gatekeepers. Completing the preadmissions screening process and coordinating with Helpline Specialists to recommend appropriate level of care based on need, verifying insurance information and coordinating transportation.

This position requires the delicate interaction with consumers, outside agencies and referral sources, which must be managed in a professional and courteous manner at all, times.

Work is performed in accordance with established regulations, policies and procedures, but employees are expected to exercise significant initiative and independent judgment. Work is reviewed by the Program Director and/or Helpline Supervisor through an evaluation of the call centers recorded calls and required workflows.

• Provide immediate call center phone coverage handling inbound calls
• Maintain the highest level of customer service possible
• Follow communication scripts ensuring confidence and competency with them
• Respond efficiently and accurately to callers, explaining possible solutions, ensuring that callers feel supported and valued
• Conduct pre-admission screenings for potential admissions
• Record screening data in health system with detail
• Coordinate insurance verifications of referrals
• Maintain knowledge of our treatment service offerings and census per
• Coordinate and confirm level of care recommendations with Helpline Specialists
• Comply with regulations of confidentiality and ethics with all caller and client information
• All other duties as assigned by the Program Director and/or the Program/Clinical Supervisor

• An organization who’s committed to diversity, equity and inclusion as such efforts remain at the core of Gaudenzia’s values. We believe to be engaged, you must feel included and valued. Our diversity and inclusion committees meet frequently to ensure differences are valued and all employee’s voices are heard.
• Opportunity to work with professionals who effect lives daily, impactful projects and initiatives
• A rewarding career that does life saving work on a daily basis
• Competitive salary offering
• Strong support network
• Opportunities for growth and advancement within the clinical arena with a clearly defined career path
• Casual and innovative work environment with a career path for upward mobility
• Access to 100’s of trainings in a virtual environment by way of Relias learning
• Generous benefits package with some “free” and low-cost benefits for benefit eligible employees:

Medical, Dental (Free), Short-Term Disability Insurance (Free), Life Insurance (Free), Accidental Death & Dismemberment Insurance (Free), Vision Insurance, Various Supplemental Benefits (Aflac, Legal, Identity Theft & FSA), Generous Paid Time Off Accruals at 80 hours minimally during your 1st year of employment, Generous Vacation Accruals at 80 hours minimally during your 1st year of employment, Paid Holidays per calendar Year “10 annually”, Paid Bereavement Leave, Education Assistance Benefit (Tuition Reimbursement), Full reimbursement for the cost of professional license/certification renewals, 403(b) Retirement Plan with 5% Employer Match and Employee Assistance Program (24 hours/day, 7 days/week).

Education/Training:

Minimum of an Associates Degree in a human service related field or certification as a Certified Recovery Specialist or Highschool Diploma and experience. Must complete annual training requirements of twenty-five (25) hours per year.

Experience:

Associated Degree/ CRS: One (1) year experience in clinical or human service field, which includes working with individuals with substance abuse disorders.

High School Diploma: (3) years experience in a human service field, which includes (1) year working with individuals with substance abuse disorders.

Required Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills
• Meticulous attention to detail
• Must be computer proficient. Email, excel, word and phone system use is required
• Ability to simultaneously, communicate telephonically and navigate computer based systems
• Knowledge of the basic principles, philosophies, practices, and procedures of Gaudenzia
• Knowledge of the bio-psycho-social characteristics and manifestations of Substance Use Disorder and/or mental illness
• Ability to work effectively with people and aid them in addressing their specific problems
• Willingness to work within a collaborative, team-oriented environment
• Ability to act rationally and decisively in tense or time -sensitive situations
• Engage effectively and thoughtfully with each caller, exhibiting patience, kindness and temperance at all times
• Ability to support and demonstrate adherence to Gaudenzia's Code of Ethics, Code of Conduct and all personnel policies and procedure
• Call Center Experience is desire but not required