Call Center

Call Center Representative – Hickory Recovery Network 

Department: Admissions 

Direct Report To: Director of Admissions   

Job Type: Full-Time, 2nd Shift (3 -11pm), One weekend shift required

About the Role:   

• The Call Center Representative is an integral member of the Admissions team, functioning as the primary point of contact for prospective clients and referral partners. Under the immediate supervision of the Director of Admissions, the Call Center Representative will work to ensure the appropriate and timely conversion of direct inbound calls, emails, and other electronic referrals from outside providers. You'll work closely with other departments including Marketing, Medical & Clinical, and Utilization Review. Extensive contact via phone and email are daily expectations in a fast-paced environment assisting those seeking addictions treatment in a residential setting. 
• Casual work attire and shift differentials are available for some positions.

Why Hickory Recovery?  

Hickory Recovery is setting the benchmark in mental health care, especially for those facing acute challenges or dealing with co-occurring disorders. Our focus is on   

• Delivering personalized, top tier care that fosters healing and improves wellbeing 
• Ensuring every individual has access to the best possible support and treatment 

Our Mission is to provide high quality, acute care to adults struggling with mental health issues or mental health co-occurring disorders. It’s Hickory’s primary goal to offer expert treatment for all we serve.   

What We Offer:   

• 401k 
• Dental insurance  
• Flexible schedule 
• Health insurance 

• PTO 
• Vision insurance 
• Career development 
• Mental health days 
• Holiday pay 

Job Qualifications:   

• High School diploma or equivalency required.
• An ability to learn quickly, multi-task, and utilize effective communication skills.
• Positive demeanor and clear understanding of professional boundaries with clients.
• Ability to follow directives explicitly. Intrinsic motivation, client-driven service disposition, excellent time management skills, team approach, and basic computer skills.
• Dependability and punctuality are essential to this role.

Key Responsibilities:   

• Maintain adherence to HIPAA compliance in ALL communication regarding clients in treatment.
• Consistent, daily, engagement with clients via telephone, providing service through timely and accurate application of admissions procedures.
• Ability to learn and grow in understanding of alcohol/substance use disorders and treatment options.
• Minimum 1 year of employment as Call Center Representative I
• Not currently on any type of performance monitoring
• Maintains strict confidentiality of client information and records without exception.

• Clarity surrounding cultural sensitivity and professional boundaries.
• Attends all staff meetings and trainings as directed by supervisor.
• Review of incoming documentation to determine appropriate Level of Care
• Assist with training and development of new staff, and ongoing review of their work during probationary period as directed by Manager.
• Quality Review and coaching of Call Center Rep I performance
• May assist in monitoring and distribution of incoming referrals.
• May assist in development, testing, and implementation of new processes and procedures as directed by Manager.
• Assist with arranging transportation of clients through use of State-funded services and company driver.
• Additional duties as assigned by Director of Admissions.

Compensation: Starting at $17.50  

For more information:  www.hickorytreatmentcenters.com