Access Coordinator - 2nd Shift

Seven Counties Services, Inc.; Louisville (KY); On-site; USD 32,000 - 42,000; Full time

Job summary

Seven Counties Services is seeking a health care customer service professional for a Monday–Friday, 11 am–7 pm shift in Louisville, KY. The role emphasizes high-quality customer service, accurate data entry in EHR systems, and timely referrals to crisis teams.

The position requires a high school diploma or GED, with a bachelor’s degree preferred. Experience in busy call centers and CRM/EHR systems is highly valued. On-site work is required if remote connectivity fails.

Qualifications

• High School Diploma or GED required, Bachelor’s degree preferred.
• 1 year of health care customer service or call center with Bachelor’s; or 3 years with a HS diploma/GED.
• Crisis counseling experience preferred; high-volume call center experience preferred.
• Proficiency with CRM; Microsoft 365/Teams; cloud-based phone systems; EHRs preferred.

Responsibilities

• Provide telephone screening for individuals accessing SCS Access.
• Determine client eligibility for services and verify insurance or sliding-scale options.
• Record demographic and clinical information accurately in the electronic database.
• Conduct effective triage and referrals to CIC/Crisis team and monitor follow-up.
• Support department collaboration with other teams and adherence to standards.
• Complete trainings, attend meetings and participate in quality assurance activities.

Skills

Customer service

Communication skills

Triage & referrals

CRM software

Netsmart myAvatar

Microsoft 365/Teams

Phone system (Zoom Phone)

Education

High School Diploma/GED

Bachelor’s degree (preferred) in Psychology/Social Services/Behavioral Sciences

Tools

Netsmart myAvatar

CRM software

Microsoft 365/ Teams

Phone system (Zoom Phone)

Job description

Job Description: Hours: Monday - Friday, 11 am - 7 pm

ESSENTIAL JOB FUNCTIONS Demonstrating high-level customer service skills, professional etiquette and service excellence, provides telephone screening for individuals who utilize SCS Access. Determines client eligibility for services and verifies insurance coverage or provides information on sliding scale options when applicable. Obtains all information effectively and efficiently (i.e., demographic, and clinical information) and records accurately documentation in the electronic database. Demonstrates knowledge and competency in effective triage and intervention, ensuring that appropriate referrals are provided, and follow-up is made to verify that connection. Effective routes/ transitions to CIC/Crisis team and/or identified program needs as appropriate. Promotes a departmental culture of cooperation and collaboration with other Seven Counties Services departments, community agencies, hospitals, mental health consumers, and the public at large. Ensures compliance with all defined organization and Access standards. Adheres to all department and organization requirements as defined. (i.e.- completes annual trainings, attends team meetings, in-service training, and other quality assurance training, etc.) Performs other duties as assigned.

Education

High School Diploma/ GED required. Bachelor's degree in Psychology, Social Services, Human Behavior Services or a related field of study preferred.

Experience

One (1) year of experience in a health care customer service or call center setting with bachelor's degree (or) Three years (3) years of health care customer service or call center setting with High School Diploma/GED required. High volume call center experience preferred. Crisis counseling experience preferred. Customer Relationship Software (CRM); Microsoft 365/Teams/Cloud based software phone system (Example: "Zoom Phone Now"); Electronic Health Record (preferably Netsmart myAvatar) preferred. Proficiency in word processing/data entry skills, general computer knowledge and associated skills are required. Highly effective listening, retention, communication, and relay of essential information skills in a supportive, responsive, client and service focused environment are essential.

Requirements

Reliable, high speed internet connection. In circumstances in which the high-speed internet fails, working onsite is required. Time Type: Full time Seven Counties is the provider of choice for mental and behavior health services in and around the Louisville Metro. Over 1,400 employees work in 25+ locations throughout Bullitt, Henry, Jefferson, Oldham, Shelby, Spencer and Trimble counties; making sure that the 31,000 people we serve annually have the best chance of living their best lives. At Seven Counties, we give our staff the opportunity to do what they do best with continued training, effective mentoring and competitive salaries and benefits. In an effort to protect our employees, clients and community, we require the COVID and Influenza vaccinations for all employees.