Job Title: Call Center/Admissions Representative

Reports To: Call Center Coordinator/Admissions Supervisor

About CLARE|MATRIX: CLARE|MATRIX is a nonprofit organization providing effective and compassionate treatment, recovery, and prevention services for alcoholism and substance misuse to individuals, families, and the community.

Since 1970, CLARE|MATRIX has provided quality substance misuse and mental health treatment to men, women, and children in southern California. Through programs run by a compassionate, committed, results-oriented team of counselors, therapists, and administrators, CLARE|MATRIX continues to build its reputation as a leader in Evidence-Based Treatment practices and continues to break new ground in the areas of positive outcomes, outreach, research, and community involvement.

Headquartered in Santa Monica, CA, CLARE|MATRIX maintains  facilities in the Southern California region; providing services to participants in a manner consistent with its Core Values: Compassion, Teamwork, Integrity, Empowerment, Adaptability, and Equality.

Summary:

The Call Center Representative is responsible for providing phone coverage and generating interest in CLARE|MATRIX treatment program offerings and working with potential clients and their families to facilitate admission. Our Call Center Representative answers all pre-admissions/general intake questions from potential clients, families, or their referral sources. They conduct over-the-phone screenings, schedule intakes, and assist clients with understanding their insurance benefits.

Essential Duties and Responsibilities:

• Provide phone coverage during assigned shift
• Ability to generate interest in our treatment program offerings

• Ability to advise callers on the treatment process and move potential clients past their barriers to treatment

• Document all client information and communication in Salesforce
• Maintain knowledge of our treatment center’s service offerings and current census
• Timely follow-ups with qualified clients to ensure admission
• Professional and positive attitude in the workplace and with all callers
• Provide excellent customer service to potential clients and their family members
• Ability to successfully prioritize in a fast-paced working environment
• Communicate insurance verification results to potential clients 
• Discuss payment options with the client and/or family
• Refer caller to appropriate facility outside of our network if they are not appropriate for one of our treatment centers

Teamwork and Collaboration

• Collaborate with a multidisciplinary to ensure comprehensive participant care.
• Participate in staff meetings, one-on-one meetings with supervisor(s), and other meetings as required.
• Participate in in-service training.  
• Maximize learning opportunities by remaining receptive to constructive feedback and utilizing support available from your supervisor and others.
• Maintain a good knowledge and understanding of CLARE|MATRIX’s mission, vision, & philosophy.
• Contribute to a healthy work environment by cultivating and maintaining appropriate boundaries and professional demeanor at all times.
• Communicate on a direct and timely basis about needs and problems as they arise.
• Ensure standards of conduct are upheld to CLARE|MATRIX standards.
• Ensure a community environment is maintained.
• Ensure health and safety regulations are upheld to CLARE|MATRIX standards.

Knowledge, Experience & Skills:

• The ideal candidate will have counseling experience in a substance misuse treatment center setting.

• High School Diploma (Two-year degree or higher preferred).

• Must have 2 years of experience within the chemical dependency field working over the phone or face to face with clients.

• CAADAC or related certification is preferred.
• Excellent computer-based and telephonic skills - Salesforce experience is a plus
• Ability to prioritize and multitask
• Excellent interpersonal and communication skills with a strong client focus

Medical History:

All employees whose functions require or necessitate contact with a client or food preparation shall complete a health screening report or a health questionnaire. A health screening report or health questionnaire will be provided upon hire. For all residential employees, a health screening report is completed and signed off by a medical practitioner signature for clearance. All outpatient employees will complete at minimum a self-report screening questionnaire.

TB tests are to be conducted under licensed medical supervision not more than 60 calendar days prior to or 7 calendar days after employment and renewed annually from the date of the last tuberculosis test. Staff with a known record of tuberculosis or record of positive testing shall not be required to obtain a tuberculosis skin test. Unless there is documentation that the staff completed at least 6 months of preventive therapy, the staff shall be required to obtain, within 45 calendar days of employment, a chest x-ray result and a physician’s statement that the incumbent does not have communicable tuberculosis and has been under regular care and monitoring for tuberculosis. A chest x-ray within the prior 6 months is acceptable. The physician’s statement shall be renewed annually.

Physical Demands:

While performing the responsibilities of the job, the employee is required to talk and hear. Employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

Work Environment:

This job will be primarily located at the CLARE|MATRIX offices, in Santa Monica and Los Angeles, California and reports to the company’s headquarters in Santa Monica, CA. This job is primarily office based with regular visits to other locations.  The work environment is fast paced and dynamic.  While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Conclusion:

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Diversity, Equity, Inclusion & Equal Employment Opportunity at CLARE|MATRIX: CLARE|MATRIX is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and any other protected status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. No qualified applicant will be denied employment sole on the basis of having or not having a prior history of alcoholism or other drug addiction.

.