Job Post Information* : Posted Date
5 days ago(9/2/2026 1:16 PM)
ID
2026-107783
Job Family
Admissions
Location : Name
San Juan Capestrano
Overview
PURPOSE STATEMENT:
Serve as the initial point of contact for incoming calls to the center, screen telephone calls, and assess the severity/acuity of each call in order to appropriately evaluate and route it.
Responsibilities
ESSENTIAL FUNCTIONS:
Always demonstrate a positive, empathetic, and professional attitude toward customers. When patient needs are not met, acknowledge concerns and work toward resolving complaints. Recognize that patient safety is a top priority.
Provide information and services related to coverage determination, service authorization (or denial), and linkage to resources, services, and support systems.
Answer all telephone calls using the approved telephone answering script.
Assess each call for a potential crisis before placing any caller on hold.
Identify and refer callers to appropriate community resources.
Observe and adhere to all HIPAA and Recipient Rights policies and procedures.
Provide consumer-focused, professional, and compassionate service.
Document incoming telephone calls and collect demographic information for all callers before making referrals or transfers.
Perform warm transfers for individuals requiring a clinical assessment/screening to the center's clinicians.
Ensure that all aspects of the enrollment and re-enrollment processes are completed. This includes answering inquiries, verifying consumer residency, and assigning clients as needed.
Provide consumers with accurate information regarding grievances, appeals, and local dispute resolution processes associated with their specific benefit plan.
Conduct follow-up calls and customer satisfaction calls.
OTHER FUNCTIONS:
Perform other functions and tasks as assigned.
Qualifications
EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:
Ideally, possess college credits or a completed degree in Psychology or Social Work.