- Serve as the primary contact for inbound calls and meet call answer rate and service-level targets.
- Assess caller needs and route or warm-transfer callers to the appropriate department.
- Identify clinical trigger words and escalate to triage according to protocol.
- De-escalate distressed callers and involve a supervisor or clinician when appropriate.
- Own direct referrals from providers, hospitals, facilities, and community partners through intake and preparation; MIF list referrals are out of scope.
- Complete pre-admission assessments, provide scheduling support, and document direct referrals before handing them to EMA for direct outreach.
- Document call and intake details in real time and maintain databases, logs, census sheets, and contact lists.
- Manage voicemails, callback queues, and after-hours messages within established timeframes.
- Follow scripts and quality standards, meet call handling and referral preparation targets, and participate in coaching, team meetings, and huddles.
- Maintain HIPAA compliance.
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