Job Details

Digital Engagement & Intake Coordinator

Part Time Shift: 3:00PM –7:00PM Monday - Friday

This is a 100% remote, part-time role requiring availability during afternoon and early evening hours. Schedule flexibility and reliable availability during these windows is required, as is the ability to attend periodic, in-person, on-site training.

Community Medical Services (CMS) is hiring a Digital Engagement & Intake Coordinator. This role will report to our VP of Marketing and is a key access point for individuals seeking substance use disorder treatment, with a primary focus on responding in real time to inbound website chat inquiries from prospective and current clients. These requests will include assisting with transportation issues, information regarding doing an intake for medication-assisted treatment, appointment scheduling, intake eligibility, screening, outreach, and general inquiries. This person will also make outbound calls to lapsed clients to support re-engagement and continuity of care.

This position is ideal for someone who thrives in a fast-paced, real-time communication environment, is comfortable multitasking across chat and phone platforms, and is motivated by helping people take the first step toward recovery.

As part of our mission to help individuals recover from substance use disorders, you'll thrive in a supportive, engaging, and fulfilling work environment where your contributions are valued.

Along the way, we'll invest in your well-being through a benefits package that includes:

• Paid sick
• 401K retirement plan with match

Key Responsibilities:

• Effectively manage a high volume of inbound messages in a courteous, professional and compassionate manner
• Serve as the primary responder to inbound website chat requests, providing prompt, accurate, and compassionate information about CMS services
• Provide information regarding medication-assisted treatment (MAT), intake eligibility, and screening
• Assist with identifying the nearest appropriate CMS clinic to complete an intake, and coordination of transportation for this initial intake when required
• Accurately document all chat and call interactions in accordance with CMS protocols
• Able to navigate electronic medical records systems
• Escalate clinical or urgent concerns to appropriate staff as needed
• Maintain a supportive, non-judgmental, and professional tone across all client interactions
• Make outbound calls to lapsed clients to encourage re-engagement with treatment and services

Education, Certification, and Experience Requirements:

• Associates/Bachelor's Degree in Behavioral Health field (Psychology, Counseling, or Social Work) OR High School Diploma or GED and one (1) year of full-time behavioral health experience
• Knowledge of behavioral management, de-escalation methods, crisis intervention, and defusing techniques to prevent violent behavior harmful to self or others and the ability to apply these techniques to a client population in various levels of crisis
• 2+ years of experience working in a high-volume call center and/or healthcare customer service department preferred but not required
• Basic to intermediate computer knowledge and strong typing skills
• Sensitivity to individuals with substance use disorder
• Problem solving, conflict resolution, and strong customer service skills
• Passion, humility, integrity, positive attitude, mission-driven, and self-directed
• Excellent verbal and written communication skills
• Strong team player comfortable working in a fast-paced setting
• Flexible with the ability to work in a continuously changing environment
• Bilingual preferred but not required
• Ability to work flexible hours including nights, weekends, and holidays

Tools and Equipment Requirements:

• The ability to use a phone, computer, printer, and copier is required.
• Frequent use of Microsoft office products, including but not limited to Outlook, Word, Excel, and PowerPoint.
• The ability to use the internet and various web browser software is required.

Physical Working Conditions:

• Requires sitting, standing, and bending associated with a clinic environment.
• Some lifting may be required.