Lead Administrative Intake Support Staff Contact Center Full Time

Grand Rapids, MI

Full time

JR105358

Cost Center

151 Contact Center

Scheduled Weekly Hours

32

Work Shift

Shift & Status

Who Are We?

We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are much more than just the third largest non-profit behavioral health system in the country, our 220-acre main campus, and our network of clinical sites across Michigan. We are a tight-knit community of healers who witness the impact of our life-changing work each day.

Each day, we are closing the gaps in access to care. We are innovating through leading-edge research, testing, programs, and treatment modalities that others replicate across the country. Our services include a state-of-the-art psychiatric urgent care center and a soon-to-be-built pediatric behavioral health center, outpatient, inpatient, partial hospitalization (day programs), assessment and testing, residential, addiction treatment and specialty services such as crisis response, employee assistance programs, forensic psychiatry and psychology, and neuromodulation. On-the-job educational programs for nurses, psychologists, advanced practice providers, psychiatrists, and chaplains are equipping the next generation of care providers.

We are passionate about serving and are honored to be a part of this incredible work.

What Will You Do?

As a Lead Administrative Intake Support Specialist at Pine Rest, you’ll be part of tight-knit team that believes in the healing power of your expertise and compassion. The Lead Administrative Intake Support Specialist position is responsible to uphold the healing ministry of Christ through relationships that honor integrity, stewardship, empowerment, the promotion of diversity and professional excellence. The Lead Administrative Intake Support provides intake phone triage, customer reception, registration, external courtesy communication and completes admission in accordance with patient needs. They are dedicated to excellent customer service, enthusiastic about the care we offer, and foster a sense of belonging and empowerment in a diverse workplace.

Principal Duties and Responsibilities:

• Professionally and calmly handles crisis calls to determine appropriate next steps in the assessment process. Completes phone triage intake for all HRS admission referrals.

• Reviews/monitors/collects program data, providing evaluation to enhance data.

• Works effectively and collaboratively in a multi-disciplinary team to insure excellent patient experience.

• Performs related office duties such as patient registration, insurance verification and courtesy phone calls.

• Able to manage and implement emergency procedures for the entire organization.

• Responsible in managing switchboard operations for the entire organization, directing customers to the requested persons.

• Responsible to orient patient to assessment process and complete admission paperwork.

• Consults and communicates with other HRS staff and other organization departments.

• Demonstrates up-to-date knowledge of current rules, regulations, policies and procedures related to programs.

• Brings known or suspected non-routine problems and issues to manager.

• Participates in routine problem solving. Decisions made at this level affect individuals and programs.

• Provides Outpatient services after-hours answering service.

• Responsible to actively participate in safety management, milieu management, crisis intervention and prevention

• Ability to effectively organize time, responsibilities, and accomplish task by established deadlines and timeframes.

• Demonstrate understanding of sound ethical practice in conjunction with the established and defined ethics of one's training, discipline, and education/license level.

• Participates regularly in departmental and staff meetings. Serves on programs or organizational committees as required and as time and workload allow.

What Does This Role Require?

Education/Experience:

• Associate’s Degree or equivalent knowledge, skills, experience and abilities required.

• Bachelor’s Degree preferred.

• Minimum 1 to 2 years of administrative intake or patient registrar experience.

Benefits:

• Medical, dental, vision & life insurance plans

• 403(b) retirement match contribution by Pine Rest

• Generous PTO for full and part time employees

• Tuition assistance & loan forgiveness

• Employee Assistance Program offering many free and discounted services for therapy, legal, accounting, gym membership, etc.

• Partnership with Davenport University provides generous discount on tuition for employees and family members.

Notice:

Pine Rest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All new employees are subject to a criminal background check and education verification which may include sending a copy of your high school diploma, GED, or college transcripts.

Successful completion of a drug screen prior to employment is also part of our background process.

Evidence-Based Hiring

At Pine Rest, we believe in nurturing our employees as holistic beings, understanding their unique strengths and potential to contribute to our team. Our commitment to evidence-based hiring practices ensures an equitable process and that we find the right fit for both our candidates and our organization.

Why Assessments Matter

As part of our comprehensive hiring process, we invite candidates to complete a series of assessments designed to provide valuable insights into their work preferences, personality traits, and cognitive abilities. These assessments are not just a crucial step in our screening process but also an opportunity for candidates to gain a deeper understanding of themselves.

Our Assessments

• Personality Traits: 120 questions, approximately 20 minutes

• Career Interests: 90 questions, approximately 15 minutes

• Thinking Skills: 39 questions, approximately 20 minutes

These assessments help us create a holistic profile of our candidates, allowing us to match their unique qualities with the right roles within our organization. This approach not only benefits us but also empowers candidates with self-knowledge that can be pivotal in their career journeys.

The Benefit to You

We value the time and effort you invest in completing these assessments. In return, you will receive:

• Personalized JOFI Job Fit Summary: Gain insights into how your strengths align with potential roles at Pine Rest.

• Exclusive Access to CareerNavigation.org: Use this resource to plan and navigate your career development now and in the future.

Our assessments are designed to be user-friendly and can be completed on a computer, tablet, or mobile phone at your convenience. If access to technology is an issue, we invite you to visit our Human Resources department to complete the assessments.

Committed to Your Success

At Pine Rest, we are committed to creating a supportive and fulfilling work environment. Our evidence-based hiring practices reflect our dedication to finding and nurturing the best talent. Join us and discover how we can grow together !

Apply Today

Experience a hiring process that cares about you as a whole person ! Apply today and take the first step towards a rewarding career with Pine Rest.