Client Engagement Advocate (Crisis Calming Center)

Santa Fe Recovery Center/Four Corners Detox Recovery Center is a leading provider of substance use disorder and mental health treatment and education services. We are looking for a full-time Client Engagement Advocate (Crisis Calming Center) to join our team at our Gallup offices. We offer a competitive salary range from $45,000 - $50,000 (BOE) and the Benefits shown below. Experience working in the Healthcare Industry and/or Non-Profit is highly preferred. This is a great opportunity to continue to advance in your career while being part of the team that is providing support to the community.

Client Engagement Advocate Benefits:

• A generous PTO package (3 weeks of PTO, 7 paid holidays, 3 floating holidays, & 2 mental health days)
• Medical, Dental, and Vision insurance (90% to 100% premium covered by employer)
• ST and LT disability
• Pet insurance
• Opt-in 401k with 4% match
• Access to our comprehensive Employee Assistance Program, providing 24/7/365 access to a licensed professional for staff and their immediate families

Summary:

The Client Engagement Advocate (CEA), reporting to the Admissions Advocate Supervisor, performs a vital role in our organization's admissions process. CEAs are responsible for ensuring a smooth transition from initial contact to the beginning of treatment for clients seeking our services. They will engage with clients, collect essential information, verify insurance benefits, and facilitate the warm hand-off to Admissions Advocates. CEAs are critical in providing a positive first impression and facilitating the intake process for individuals seeking treatment.

Duties and Responsibilities of the Client Engagement Advocate: (Included but not limited to)

You'll report to the Admissions Advocate Supervisor and:

Client Engagement and Data Collection:

• Receive incoming calls transferred from greeters
• Greet clients upon first contact and conduct initial assessments to determine their immediate needs and crisis severity. Guide them through the intake process, ensuring they feel supported and heard.
• Gather comprehensive client information, including demographics, insurance details, COVID vaccination status, drug of choice, level of urgency, motivation for treatment, and preferred treatment type (e.g., detox, residential, outpatient).
• Crisis Support: Provide immediate support and de-escalation for clients in distress. Employ techniques such as active listening and empathetic communication to help stabilize clients' emotional states.

Utilize Triage Screener:

• Consistently utilize the triage screener to collect standardized data and ensure accurate service provision.
• Connect clients with appropriate crisis intervention resources, including mental health professionals, medical care, or emergency shelter services. Follow up to ensure services are provided effectively.

Verification of Benefits (VOB):

• Perform Verification of Benefits to verify client insurance coverage and benefits eligibility.

Data Management:

• Enter all collected client data directly into the Customer Relationship Management (CRM) system promptly.
• Ensure seamless data transfer between CRM and Electronic Medical Records (EMR) systems, working towards system integration with ALLEVA and Qualifacts.

Warm Hand-Off:

• Conduct warm hand-offs to Admissions Advocates via phone, ensuring all necessary information is relayed accurately.
• Direct clients who present as face-to-face walk-ins directly to Admissions Advocates, skipping the CEA stage.
• Work with the Admissions Supervisor and Admissions team to make appropriate referrals when the patient is seeking services not offered by SFRC.

Follow up:

• Responsible for generating quarterly reports on follow-up results.
• Responsible for conducting follow-up surveys with clients at admission and at various intervals up to 6 months after discharge. May contact the client and designated family members when permission has been given.
• As part of the follow-up interview, responsible for asking discharged clients if they are following the discharge plan given by SFRC.
• Assists discharged clients in the recovery process as necessary, by referring them to the appropriate individuals in the admission team during follow-up calls.
• Communicates in a calm, respectful, and professional manner with all clients.
• Maintains ethical and confidentiality rules and regulations in accordance with SFRC policies and procedures and HIPAA and 42CFR Part 2.
• Participates in gathering data for other purposes including grants, as required.
• Processes client records requests, interfacing with clinical staff for authorization.
• Completes all other related tasks as assigned.

Minimum Qualifications:

Skills/Knowledge/Abilities

1. Excellent customer service skills.
2. Detail-oriented and organized.
3. Computer literate, including advanced knowledge of Excel and experience with EHR & CRM systems.
4. Works well with diverse populations.
5. Must attend all Mandatory Staff Meetings and/or workshops as required.

Education and Experience:

1. Associate degree or equivalent experience in detox and rehab facility, social services, or related Human Services field.
2. Familiarity with other community-based organizations.
3. Must have and maintain a valid New Mexico driver's license, insurance, and a clean driving record.
4. Bi-lingual/bi-cultural (Spanish/English) preferred.

PM21

PIf137b7e3d82b-29952-34219716