CCBHC Client Engagement Advocate

Description

Santa Fe Recovery Center is a leading provider of substance use disorder and mental health treatment and education services. We are looking for a full-time CCHBC Client Engagement Advocate to join our team at our Santa Fe offices. We offer a competitive salary range from $45,760 - $49,920 (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 Director of Client Engagement and Experience, 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, Recovery Advocates (peers) and Case Managers. 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 Director of Client Engagement and Experience and: 

Client Engagement and Data Collection:  

• Receive incoming calls and walk-in clients 
• Provides a warm welcome to clients, ensuring their understanding of the agency and next steps 
• 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). 

Utilize Triage Screener:

• Consistently utilize the triage screener to collect standardized data and ensure accurate service provision. 
• 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 and Electronic Health Records (EHR) promptly. 
• 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 or Peers.  
• Work with Admissions Manager and Admissions team to make appropriate referrals when patient is seeking services not offered by SFRC.  

Follow up:

• Responsible for generating quarterly reports on treatment inquiries and demographic information.  
• Responsible for conducting follow-up surveys with clients at admission and at various intervals up to 6 months after discharge from services. May contact the client and designated family members when permission has been given. 
• Responsible for staying in touch with clients currently enrolled in services at SFRC CCBHC which may include appointment reminders, surveys or simple check-ins. 
• 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. 

Requirements

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