Call Center Assessor Maryland (RN)

What You'll Do At Gaudenzia

The Call Center Assessor is responsible for:

Completing the Helpline’s referral, admissions, and level of care (LOC) assessment process in addition to all related administrative functions including scheduling client transportation. This position serves as the coordinator for new admissions and confirms that all aspects of the intake and LOC assessment process have been completed and recorded in the electronic health record (EHR) system within the required timeframes. This role requires considerable contact with external entities including referral sources, community, and internal Helpline and program management as well as the Helpline Medical Assessor, including ongoing working relationship with marketing department.

Major responsibilities include, but are not limited to: supporting the achievement of Helpline utilization goals and objectives; assisting with the completion of Medical Assistance (MA) applications; securing consents; conducting intake and LOC assessments, including ASAM, with a focus creating a client-centered experience; entering timely and accurate intake and assessment data into the  agency’s EHR; communicating clearly with clinical team members; and tracking referrals and generating daily reports of admission and discharge statuses.

Work is performed with considerable independence in accordance with established regulations, policies, and procedures. Work is reviewed and supervised by the Helpline Director, Helpline Team Lead, and Helpline Supervisor’s, to whom this individual reports.

 

Qualifications

Maryland Position Requirements:

The most qualified candidate:

• A Registered Nurse in the state of Maryland with an active in good standing license.

 Knowledge and Skills:

• 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 simultaneously, communicate telephonically with the use of technology for data
• Ability to work effectively with people and aid them in adjusting to their specific problems
• Proven written and oral communication skills, demonstrated 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 and
• Ability to exercise good listening and verbal skills
• Ability to support and demonstrate adherence to Gaudenzia's Code of Ethics, Code of Conduct and all personnel policies and procedure
• Counseling experience