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Care Advocate - Access Center - FT Days & Weekends in Horsham, PA at SUNSPIRE HEALTH

Date Posted: 4/21/2018

Job Snapshot

Job Description

General Purpose of Position:

The Access Center Care Advocate is the initial point of contact with Sunspire clients (patients, caregivers, referents, etc.). The Care Advocate is handles inbound calls (and/or emails, chats, texts, etc.) in the Sunspire Access Center to screen individuals for treatment and eligibility for admissions to a Sunspire substance abuse and addiction facility.

The Care Advocate exercises compassion and care in every interaction while coordinating client admission to a facility. The process for admissions includes: ascertaining level of care (LOC) pre-certifications, verifying insurance, processing payment, scheduling the patient at the facility, and preparing the client for the recovery process. It is also expected that the Care Advocate will answer general questions, triage calls accordingly and/or provide resources and information upon request

Primary Responsibilities (include but are not limited to):

•         Promptly accepts inbound access center interactions via phone, email, chat and/or text

•     Follows defined policies and procedures and is responsible for all phases of the client engagement  process including, but not limited to:

o   Evaluates individuals for treatment, through a phone assessment to identify psychosocial, co-occurring and medical concerns  

o   Ensures intake documentation is accurate in the Sunspire Tier system and other relevant systems/technologies

o   Collaborates with the Director of Finance to ensure that co-pays, deductibles, all other out-of-pocket, and self-pay payment plans are collected

o   Reviews and understands insurance eligibility, determines which benefits are available to client, and communicates options to client

o   Determines appropriate treatment facility and bed availability, based on client needs, and schedules logistics for admissions including reserving a bed, coordinating transportation and intervention services as necessary/requested

•    Works collaboratively with the facility Director of Admissions, Outreach Team, other Access Center Care Advocates, and professionals in the community to support desired outcome for the client and establish lasting business partnership

•    Adheres to service levels, goals and metrics that measure the performance off the Access Center, its staff and its services

•    Adheres to all regulatory and compliance policies while exhibiting compassion, professionalism and care for the client at all times.

•    Will adhere to quality assurance guidelines as evidenced by monthly call reviews, daily maintenance of all systems, email, staff communication, and maintain up to date required training.

•    Ensures the safety of others through crisis management when necessary

•    Other duties as assigned

Job Requirements

Education, Skills and Experience Requirements:

•       Bachelor's Degree in the Healthcare or Human Services Field with 5+ years of relevant experience in a behavioral health or substance abuse environment and skilled in intake, admissions and crisis intervention. Master’s Degree Preferred.

•       Experience working in a substance abuse or behavioral health facility, crisis center, emergency room/hospital, admission department, and/or high volume healthcare call management environment

•      Proficiency in Microsoft office, data entry and database management

•      Demonstrated experience providing empathetic, compassionate and professional care for individuals in need

•      Ability to consistently meeting and manage client expectations to ensure a seamless healthcare experience


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