Agency Profile: Spectrum Health & Human Services respectfully partners with adults, children, and families as they recover from behavioral, emotional, mental health and/or substance related disorders by offering individualized and meaningful opportunities of hope, empowerment and support to achieve self-defined improvements in their quality of life. Full-time: 227 Thorn Avenue, Orchard Park, NY SUMMARY OF POSITION FUNCTION: Identifying patient needs through telephone inquiries, screenings, and professional requests ensuring caller satisfaction. MAJOR DUTIES AND RESPONSIBILITIES: + Knowledge and demonstration of agency core values in day-to-day activities + Develop exceptional customer service to provide a positive patient experience. + Ensure the criteria for a high performing team member and the values that support trust, interdependencies and teamwork are role modeled and consistently evidenced in the work environment. + Enroll new clients or re-enroll former into appropriate programs. + Answer inquiries and offer valid information as needed + Minimize call duration without compromising quality. + Maintain HIPAA compliance to protect individuals’ privacy + Politely and promptly answer and direct calls to the appropriate person. + Manages high volume of inbound phone calls for various locations; always identifies self and agency + Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with other departments as needed. + Schedule, cancel, reschedule, etc. patient appointments as requested by the patient or clinical staff. + Conduct brief screenings for individuals seeking services, including linkage with appropriate department when applicable. + Attend meetings onsite and offsite as assigned. + Insurance verification for Medicaid and Commercial payors + Other duties as assigned. SKILLS/COMPETENCIES: + Excellent computer skills with the strong ability to navigate computer programs, including Microsoft Office, internet search engines, agency’s Electronic Health Record system and use of office machines + Excellent customer service skills with clients and colleagues + Strong communication skills, both verbal and written + Meticulous attention to detail; excellent time management and organizational skills + Ability to multitask in a fast-paced work environment EDUCATION REQUIREMENTS: + High School Diploma or equivalent EXPERIENCE: + One year work experience in work related field preferable + Flexible availability and willingness to work nights and weekends. + Must possess a valid driver’s license with an acceptable driving record and have reliable transportation. COMPENSATION: $17.00/hr