Navigator & Behavioral Health Intake Specialist

Organization Name

Location

Atlanta, GA

Opening Date

November 7, 2022

Closing Date

December 31, 2022

 

POSITION SUMMARY:
The Intake Specialist will be assigned to the Families First main office to conduct central intake duties for a multitude of Families First programs and/or services. Families First is positioning to expand its’ current reach and serve Spanish speaking clients and/or communities. Intake Specialist must speak fluent Spanish. Responsible for executing the agency mission of building resilient families so all children thrive.

A summary of duties include: greeting guests of the organization; responding to phone call inquiries and program referrals; receiving payment for services; maintaining confidentiality related to aspects of client, staff and agency information; composition of routine letters regarding specific inquiries; gathering and documenting basic information, preliminary determination of the agency's ability to provide needed services, and assignment of a first appointment or making an appropriate referral to other community resources; maintain confidentiality related to aspects of client, staff and agency information.

PRINCIPAL ACCOUNTABILITIES:
• Answers calls promptly, gathers basic information accurately, route calls appropriately, if applicable.
• Consistently responds to referrals within a timely manner (24-48 hours), including processing referrals for Spanish/ English speaking clients.
• Works as a member of the Navigator and Counseling Assessment teams, specifically conducting applicable intake assessments in English and Spanish.
• Conducts intake of applicable Families First programs i.e., Navigator, Counseling, and Parenting Plus etc.
• Follows up and sends out ongoing reminders to families/clients who are scheduled for intakes.
• Tracks and tabulates intakes, appointments kept, cancelled by client, cancelled by staff, etc.
• Answers inquiries about the company.
• Greets visitors warmly and ensure they are seen in a timely manner.
• Contacts the applicable Families First staff when a visitor has an appointment. Ascertain which Families First staff to connect a “walk-in” visitor who needs assistance.
• Makes assessments during in person or telephonic request for initial appointments to determine that their needs and eligibility status can be met by Families First services; refers callers to other agencies when their needs cannot be met by the Agency.
• Maintains current knowledge of agency programs including program eligibility requirements.
• Obtains, input and track data/information i.e., insurance benefits of clients; fee for services (when applicable); copays; waiting lists; referral lists, payer authorizations, etc.
• Locate community resources for Navigators and Counselors.
• Executes assigned duties associated with the Counseling Program including the Clinical Activity Monitoring System (CAMS).
• Provides applicable weekly/monthly/annual reports for Leadership Team.
• Manages conference room reservations for meetings, events, etc.
• Assists members of Executive Administration with preparing for Agency meetings (i.e., internal and external meetings set up) as well as during facilitation (i.e., guests/facilitator’s needs, etc.) of meetings.
• Assists with applicable internal and external agency events.
• Uploads postage and process DV’s for payment.
• Process requisition orders for office supplies for agency staff members and departments.
• Provide relief for front desk personnel on an as needed basis.
• Directs and organizes donations and organize and catalog donations as well as assist with tracking donor information when applicable.
• Conducts outreach duties for identified Families First programs and/or services.
• Other duties as assigned

COMPETENCIES:
• Must have strong communication skills, both verbal and written, including fluent in Spanish.
• Ability to multi-tasks as well as prioritize task(s) to effectively execute daily workload.
• Ability to create systems that track referrals, waiting lists and other applicable data.
• Experience with creating tracking spreadsheets, inputting information in databases and/or an electronic case record system(s).
• Ability to demonstrate an understanding of ethical conduct practices including confidentiality, authorization for releases, some HIPAA practices, etc.
• Requires some flexibility with work schedules including weekends in order to assist with events, meetings, special projects, new programs, etc.
• Demonstrates ability to respond appropriately to the cultural differences among the Agency's service population.
• Proven problem solver, who can work both in a team-like environment as well as independently.
• Takes the initiative including utilizing a problem solving and a solution focus approach.
• Demonstrates consistent time management skills and the ability to meet multiple deadlines.
• Must have a welcoming, warm, professional, empathetic, non-judgmental approach with potential clients, vendors, volunteers, Board members, and agency staff, etc. when communicating over the phone, responding to emails, accepting referrals, scheduling appointments, soliciting information, greeting visitors, etc.
• Demonstrates ability to respond appropriately to the cultural differences among the Agency's service population.

QUALIFICATIONS:
• Bachelor’s Degree preferred in Human Services, Business, or a similar degree or an Associate Degree with 3 years of experience. Will also consider candidates with a High School Diploma with 6 years of experience.
• Mid-level to intermediate computer skills.
• Ability to conduct assessments with clients
• Ability to manage data entry and system management skills; as well as develop data spreadsheets; preferably Sales Force experience/background.
• Experience working in a nonprofit, social service, and/or community-based organizations.
• Experience working within a communities where complex families/individuals need assistance and/or resources.
• Exceptional communication skills (both verbal and written), including bilingual Spanish speaking.

CHARACTERISTICS OF A GOOD "POINT OF ENTRY SPECIALIST":
• Good listener
• Dependable
• Tolerant/non-judgmental
• Compassionate/empathetic/patient
• Takes the initiative
• Problem Solver
• Creative • Energetic/Eager to Learn
• Models Professionalism