The following statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all duties and responsibilities required of personnel so classified.
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Position Summary:
The Call Center Coordinate will oversee all functions of the Call Center Department and supervise the Call Center Workers. The Coordinator will ensure that potential mental health consumers are screened in accordance with Los Angeles County-Department of Mental Health and Enki policies and procedures. The Coordinator will oversee the scheduling process in the Electronic Medical Record System and act as liaison with the clinics to ensure that scheduling deadlines are met.
Core Duties And Responsibilities:
- Responsible for ensuring Call Center compliance with DMH Access to Care guidelines and Enki policies and procedures in regard to all Call Center functions.
- Ensure that all requests for services are responded to in an appropriate and timely manner.
- Participate in direct Call Center services as needed.
- Supervise Call Center Workers and School Linked Services (SLS) Liaison.
- Responsible for data collection within the Call Center as required by DMH and Enki.
- Coordinate with Enki IT department and outside vendors to ensure efficient data systems.
- Act as liaison between Enki and DMH in regard to all required data systems (e.g. SRTS, VANS).
- Develop and coordinate Call Center procedures to meet the needs of all clinic programs.
- Coordinate scheduling of appointments for special programs with the sites.
- Establish coordination with local agencies in the provision of services and participate in DMH and community cooperatives (e.g., Health Neighborhoods, DMH Access to Care).
- Responsible for the development and maintenance of resource directory for the agency.
- Coordinate consumer care with other providers both within and outside the agency.
- Conduct Call Center unit meetings.
- Attend and participate in all in-service training as necessary.
- Comply with all Company policies and procedures as applicable.
Minimum Education And Experience Preferred:
- High school diploma or equivalent plus two (2) years experience in a mental health setting OR BA Degree from accredited college/university in a health related field; i.e. social work, psychology or sociology, plus one (1) year experience in a mental health setting.
- Minimum of two years of experience as a Call Center Worker preferred.
Licenses/Certifications:
- Valid California driver’s license, current automobile insurance, and eligibility to drive for the Company.
Knowledge, Skills And Abilities:
- Ability to perform in a positive, courteous, flexible and adaptive manner.
- Able to exercise independent judgement and initiative.
- Computer literate and experienced with computer programs such as Microsoft Office Word, Outlook and Excel.
- Experience using Exym and/or other Electronic Medical Record databases is a plus.
- Must be able to communicate clearly, both orally and written.
- Bilingual English/Spanish preferred but not required.
Physical Requirements:
- See well enough (with or without corrected vision) to read fine print, hand-written materials, and a computer screen.
- Speak and hear well enough (with or without assistive device) to converse in person and by telephone.
- Finger, handle, feel, and reach with hands and arms, including ability to use a computer keyboard.
- Have the mobility (with or without assistive device) to stand, sit, crouch, and move from one work area to another.
- Have the strength to lift, carry or push office equipment and supplies used in normal job functions up to 20 lbs.
- Stamina to effectively perform work activities.
Pay Range: $20.00 - $30.00/Hour (Determined by experience and qualifications)
Policy Statement:
Enki is an equal opportunity employer with a standing policy of nondiscrimination. This means that all qualified persons are accorded an equal opportunity for employment or promotion without regard to race, color, creed, religion, sex, gender, gender identity, gender expression, sexual orientation, marital status, registered domestic partner status, age, pregnancy, national origin, ancestry, physical or mental disability, medical condition, genetic information, military and/or veteran status, or any other basis protected by applicable law.
Enki will comply with all fair employment laws and will take affirmative measures to eliminate or prevent illegal discrimination. It is the policy of Enki that positive action be taken to insure that members of protected classes have an equal opportunity for all jobs. Enki will comply with all requirements of the Americans with Disabilities Act (ADA).
