Screener

Description: Screeners - Job Description... Reports to: Screeners Team Manager Job Position Description: Screeners are the very first contact that clients/school staff have with the company. Is the person who initiates the process of helping families in need, by creating cases and collecting basic information from them. They also manage providers and school staff requests and profiles. Duties & Responsibilities: It depends on the role they are assigned within the department. The roles are detailed as follows: ? Screeners - Inbound: Responsible for answering incoming calls in Freshcaller. Calls can be from providers, school counselors, parents, or/and general questions. ? Be able to explain Care Solace's process. (General Questions) ? Transfering Client's calls to Care Companions and leaving clear notes of every interaction. ? Creating New Cases or Warm Handoffs when applicable. ? Complete screenings when applicable. ? Taking provider's and client's messages and updating case notes in Care Loop. ? Notify Care Companions about new messages added in their cases. ? Updating Provider's profiles in CareLoop. ? Screeners - Back Office: Responsible for assisting clients, school staff members, providers, or any other person who reaches out via voicemail, email, video call, or text message. ? Take incoming Video Calls ? Create new cases from Helpmonks and Video Calls and complete screenings. ? Answer general questions. ? Respond to Demo Calls from the Sales Team. ? Take messages and update Care Loop cases and Notify Care Companions. ? Answer emails and text messages from Helpmonks and Care Loop. ? Update Provider's Profile in Care Loop. ? Follow Up on voicemails accordingly. ? Screeners - Assignment: Responsible for coordinating the case assignments to the corresponding parties (CCs or Screeners), based on several criteria that they need to take in account. ? Handle the Case Assignation to Care Companions. ? Handle the Internal Case Assignation to Screeners. ? Complete the Case Re-assignments from Team Managers. ? By Severity Level, Preferred Callback Time, Language, etc. ? Report 'Threat To Harm Others' Cases to Mental Health Team. ? Re-open Cases upon requests. ? Maintain the Rotation Sheet Updated ? Take Care Companions Out Of Rotation (upon request). ? Keep Track of Removal of the CCs. ? Update the amount of Active Cases for all CCs. ? Update the CCs Status and Schedules. ? Add New Hires to their Teams. ? Screeners - Follow-Ups: Responsible for following up with the families until they reach the clients and complete the Screening, to then hand the case over to the CC for further follow-ups. ? Assign Cases to themselves to Complete the Screenings and transfer them to the CCs. ? Keep the Case for Follow-ups if the Client is unreachable to complete the Screenings ? Close Cases after following the corresponding contact attempt protocol without success. ? Screeners - Floater: Responsible for covering or filling in for any missing screener on any position/team as needed. This will benefit the team, reducing stress and supporting management when needed. ? Work on their tasks and maintain excellent performance. ? Assist new team members with general workload if required. ? Assign Cases to themselves to Complete the Screenings and transfer them to the CCs. ? Be prepared to temporarily cover any available spot left by a Screener with LOA. Expectations: ? Complete their duties and responsibilities as required and promptly. Direct Reports: ? None Requirements: ? Unexpired ID or passport ? High school or college degree ? Clean Criminal Records ? Resume ? PC or Mac with an i5 processor/AMD Ryzen 5 (or better) and at least 8 GB of usable RAM ? Windows 10 or 11. ? MacOS- two versions previous to the current release (macOS 12 (Monterey) or Newer) ? Hardwire Connection Via ETHERNET/LAN CABLE. ? Internet Speed Download 20mbps, Upload 10mbps

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