Client Support Rep II

Position Description:

Provide administrative and clinical support to our clients and SAP evaluators nationwide. Provide support to individuals in the evaluation and return to duty process. Provide support to team members and management. The position will be responsible for administering each case from start to finish, linking participants to all necessary services, communicating with clients, and ensuring program satisfaction for all individuals involved. The Customer Support Representative II position is largely administrative, problem solving and telephonic.

Essential Functions:

• • Coordinate substance abuse evaluations for individuals with local SAP, working closely with ASAP provider relations team to ensure timely services.
  • Collaborate with internal and external clients.
  • Conduct full intakes on new referrals.
  • Clinically review initial and follow SAP paperwork.
• Assist employees in getting connected to appropriate treatment as recommended by the SAP.
• Following up with employee and treatment to assess progress and additional needs when needed.
• Keep client current per protocols on any action taken on case and share all relevant information.
• Schedule follow-up appointment at the request of the local evaluator.
• Provide consultation on DOT rules and regulations and company policy to TPA, EAPs, employer and employees as needed.
• Develop and maintain positive and supportive relationships with ASAP clients.
• Maintain up-to-date records for all cases, including test results, progress reports and HIPAA compliant release of information form.
• Provide accurate case notes for all activities in each ASAP cases.
• Multi-task typing and communicating with clients.
• Respond to all requests for SAP case needs and update all SAP case files.
• Critical thinking and problem solving to make sure case runs as smoothly as possible.
• Drawing logical conclusions and providing options and recommendations to SAPs, employees, and client throughout the SAP process.
• Retain organization to manage several different cases at once.

Education:

Bachelor’s degree in business administration or a Human Service-related field, preferred.

Work Environment:

This position is a remote position that performs work from the assigned home location. The job requires dedicated and uninterrupted time identical to the conditions of working in an office environment. Occasionally the remote position located in the state of Maryland may report to the corporate office to attend meetings or team functions, depending on the geographical location to the corporate office. The content of information received and communicated contains confidential information, including PHI. While performing the duties of this job, it is the responsibility of this position to make all efforts to secure the clients confidentiality and always protect clients PHI information. The remote worker must abide by the Remote Work Policy.

Physical Requirements:

• Ability to be stationary for extended hours at a time.
• Perform repetitive tasks with few breaks throughout the day.
• Repetitive typing, communicating, and hearing.
• Utilize desk phone/cell phone.
• Occasionally move office products that may weigh up to twenty pounds.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. May be responsible for completing other administrative tasks and projects as assigned. Management may assign or reassign duties and responsibilities to this job at any time.

Qualifications:

• Excellent communication and leadership skills
• Exceptional attention to detail.
• Pays attention to the communication of others. Listens and takes notes where appropriate; and accurately delivers information.
• Seeks clear understanding of client needs and outcomes.
• Seeks to understand issues from the employee and client’s perspective.
• Superior problem solving and analytical skills, plus demonstrated skills to manage a variety of assignments simultaneously.
• Business-oriented, customer focused individual who can thrive in a fast paced, rapidly evolving work environment.
• Excellent telephonic and face-to-face communication skills.
• Ability to work well with others, accept feedback positively, and works well under pressure.
• Strong typing skills preferred.