Responsibilities

To assess the nee ds of walk-in patients/referrals and inbound callers to ensure their referral to the service or resource that best addresses their needs.

Regulatory Requirements:

Current state Registered Nurse Licensure; college level reading and comprehension, writing and mathematic skills; basic knowledge of, and skills in applying principles of, abnormal psychology and mental health problems; familiarity with psychological, sociological and medical terminologies; skills in analyzing and evaluating information; problem-solving skills; excellent oral communication skills; legible handwriting; ability to concentrate on tasks and meet deadlines; ability to confidentially maintain all information; basic data entry skills preferred, including some experience using computer; organization and time management skills, skills in dealing courteously with the public and individuals within the organization; crisis management skills; persuasive skills with prospective patients and family members who demonstrate denial or resistance to treatment, within context of appropriate clinical interventions

Qualifications

Customer Service:

• Communicates unit rules and policies clearly to patients and patient’s family.

• Supports organization’s customer service philosophy.

• Responds to customers’ requests in a timely, accurate manner.

• Provides patients, families, and visitors with accurate, complete information.

  46. Supports facility internal external customer service standards.