Intake Specialist - Entry Level, Signing Bonus

Mon-Fri 8:30-5:30

Option for remote work or hybrid

This call center position takes incoming calls from consumers seeking access to counseling and treatment services. Daily duties include telephonic intake screenings, responding to customer questions, ongoing communication with providers and consumers, and data entry. The position requires thorough and accurate documentation of all transactions be entered into BPA’s electronic health record.

An Intake Specialist for BPA Health must be able to respond with courtesy and professionalism when encountering distressed clients. Additionally, the Intake Specialist I may be required to cross train into other service lines at BPA Health and will be expected to work across teams to assist others per the needs of the company.

Essential Functions:

• Answer phones within BPA Health guidelines and triage crisis calls.
• Adhere to and promote the mission and core values of BPA Health.
• Responsible for knowing and complying with HIPAA and 42 CFR confidentiality laws.
• Answer consumer, provider and customer questions in a professional manner.
• Work with all teams and communicate with clinical staff for oversight.
• Timely and accurate data entry of data collected from consumers, other individual assignments, and inquiries in electronic health record.
• Maintain daily contractual performance metrics and keep accurate records of daily production.
• Answer incoming telephone calls, route messages, and assist callers in obtaining accurate responses to their requests.
• Work well in a team and individually, demonstrating strong morale and cohesiveness to solve problems, including attending team meetings.
• Gather data and create reports as necessary.
• Responsible to contribute to team process improvements including policies and procedures and standard operating procedures.
• Performs other duties as assigned.
• Must be able to perform the essential job functions with or without reasonable accommodation.

Specific Job Skills & Competencies:

• Must be reliable, punctual and flexible
• Ability to work with distressed customers and possess stress management and conflict management skills.
• Ability to sit, wear a headset for telephone communications, use a keyboard and mouse, and view a computer monitor for extended periods of time.
• Have a detailed understanding of BPA Health lines of business.
• Ability to work in a busy, sometimes high-stress environment.
• Must be able to enter data at least 45 words per minute with proficient hand-eye coordination, listening and typing simultaneously.
• Must demonstrate excellent internal and external customer service, attitude and professionalism in person and on the phone.
• Excellent interpersonal, organization, oral and written communication skills.
• Able to enter new data, analyze and edit existing data, and proof read entries in database for accuracy and correct errors.
• Ability to learn new procedures and follow current procedures and best practices.
• Appreciation of cultural diversity and strong sensitivity towards target member population.

Experience and/or Education:

• Bachelor's degree in a Health and Human Services field preferred.
• Minimum of a high school diploma or GED required.
• 2 years of customer service experience required.
• Medical terminology knowledge preferred.
• Work history demonstrates ability to manage a variety of activities.
• Bilingual preferred.
• Multi-cultural or cross-cultural experiences are appreciated along with an ability to empathize with and relate to diverse groups of people.
• Proficient in Microsoft Systems.

Success Factors:

• Customer Service: Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements, shows energy, reacts to opportunities, instills urgency in others, meets deadlines.
• Listening Skills: Listens attentively to others, asks clarifying questions, actively listens, stays open to other viewpoints, and manages distractions and interruptions.
• Problem Solving: Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks develops good work procedures, manages time well, and handles information flow, understands/responds to the competition, applies market knowledge
• Sense of Urgency: Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, and meets deadlines.
• Teamwork: Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.

Employee Benefits:

BPA Health offers an outstanding workplace culture in a business casual atmosphere and a comprehensive health and wellness benefit package, effective the first day of the month following the date of hire. Employee benefits include:

• Generous time off benefits
• 8 paid holidays
• 401(k) matching
• Profit-sharing
• HSA medical insurance plans
• Dental
• Vision
• Life insurance
• Short-term and long-term disability insurance
• Tuition reimbursement
• Infants at work program
• Office gym and meditation room

About BPA Health:

For over 40 years, BPA Health has pioneered behavioral health in Idaho and the Northwest. We are committed to providing real and human solutions that make lives better, organizations more effective and communities stronger.

BPA Health was founded on the principles of compassion, trust and stewardship of the health and wellbeing of the individuals and organizations we serve. Today, our footprint as well as our range of services and solutions has grown, but our promise remains true. We view the world with empathy and expertise inspired by creative business thinking. As a result, we develop and deliver products and services to support specific, often overlooked aspects and outcomes of behavioral health. Whether working for a broader, more inclusive definition of healthcare or more efficient and effective business solutions, a strong spirit of service defines our company and our work.

Our core values:

• Do the Right Thing
• Growth Mindset
• Actively Engage
• Do What You Say

www.bpahealth.com