Access Coordinator - 1st shift - Remote for residents living in Greater Louisville area.

📋 Description

• • Be the first friendly voice 31,000+ neighbors hear when they reach out for mental-health and addiction help. As an Access Coordinator you will field 60–90 calls per day on a cloud-based phone system, calmly gathering demographics, insurance, and clinical information while screening for crisis, safety, and eligibility in under 8 minutes average handle time.
• • Own the full intake funnel: verify third-party payers in real time, explain sliding-scale fees, calculate patient responsibility, and secure financial agreements before the first appointment is ever scheduled—protecting both the agency’s revenue and the client’s ability to pay.
• • Triage urgency with evidence-based tools; when suicidal ideation, psychosis, or withdrawal is detected you will warm-transfer to the CIC Crisis team, stay on the line until hand-off is confirmed, and document the encounter in Netsmart myAvatar so downstream clinicians pick up the story without asking the same questions twice.
• • Build a resource Rolodex in your head for seven counties—know which clinics have Spanish-speaking prescribers, where to find same-day MAT slots, and how to arrange transportation vouchers—so every caller leaves with at least one viable next step, even if Seven Counties is not the right fit.
• • Champion customer-service excellence: answer 95 % of calls within 30 seconds, maintain <3 % abandonment rate, and achieve post-call satisfaction scores ≥4.6/5 by using motivational-interviewing techniques that turn anxious strangers into engaged participants in their own care.
• • Protect confidentiality and compliance by following HIPAA, 42-CFR-Part-2, and CARF standards; complete quarterly QA audits with ≥98 % accuracy, correct any documentation errors within 24 hrs, and serve as a peer mentor when new hires shadow your calls.
• • Collaborate across 25 locations: flag provider schedule gaps for the Central Scheduling team, alert transportation when a Medicaid ride is late, and feed trending needs (e.g., adolescent anxiety spikes) to Program Directors so service arrays can be adjusted proactively.
• • Embrace continuous learning—attend monthly Lunch-and-Learns on topics such as “Narcan 101,” “Cultural Humility with LGBTQ+ Clients,” and “Trauma-Informed Phone Presence;” earn at least 12 CEUs per year that can be applied toward future CADC, LSW, or LPC licensure.
• • Work remotely from any quiet home office inside the Greater Louisville area; all equipment (headset, laptop, dual monitors, and secure VPN token) is shipped to you. If your high-speed internet drops, you are expected to commute to the downtown Broadway hub within 60 minutes so no call goes unanswered.
• • Participate in quality-improvement sprints: last year the Access team reduced average speed-to-answer by 42 seconds and increased same-day referrals to the MAT program by 18 %—your ideas on scripting, knowledge-base articles, or AI-assisted chat could be the next win celebrated agency-wide.