Customer Service Specialist

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POST DATE 9/17/2016
END DATE 10/12/2016

Foundations Recovery Network BRENTWOOD, TN

AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
High School Diploma or GED


Foundations Recovery Network (FRN) is the premier
provider of integrated treatment for co-occurring
addiction and mental health concerns, offering
residential and outpatient services nationwide. At each
facility, we focus on patient-centered care and an
individualized approach, upholding a high standard of
innovative treatment and compassionate attention to each
patient s needs. We are committed to providing and
promoting evidence-based treatment for individuals with
co-occurring disorders through clinical services,
education, and research. Our purpose is to create
lifetime relationships for long-term recovery.
Everything we do is designed to support recovery in a
comprehensive way, addressing the needs of the whole
person: physically, emotionally, mentally, and
spiritually. We provide the foundation; you build the
Foundations headquarters is located just outside of
Nashville, Tennessee, in the beautiful city of
Brentwood. In the corporate office, you will find FRN s
Marketing, Human Resources, Information Technology,
Accounting, Business Office Services, and Admissions
Center. Each department plays its part in the support of
our facilities, so that the attention can be where it
should be: on the patients. Not only does the corporate
office support our facilities, but Foundations is
committed to encouraging and developing its people by
providing a strong community culture and applauding
those with a heart of service.
Foundations Recovery Network is currently seeking a
Customer Service Specialist to be our customers
friendly first point of contact by answering all
incoming calls from assigned marketing channels, probing
appropriately to qualify the call, and ultimately
directing the call to the appropriate party. If the
appropriate party is not available, they will utilize
the Admissions Coordinator talk track to assist the
The ideal candidate is someone with experience working
in a call center setting (preferably in healthcare), who
can efficiently multi-task between the telephone and the
computer. If you like working in a fast-paced
environment, where you get to build relationships with
the customer for the ultimate purpose of helping someone
experience life-changing recovery, then this may be the
end to your job search! This position will be located at
Foundations Recovery Network s Corporate Office located
in Brentwood, TN.
As our Customer Service Specialist, you won t just be an
order-taker. You will have the chance to really hone
your problem-solving skills and use that knowledge to
help people and families get their loved ones into
treatment! We do life-changing work here at Foundations
Recovery Network. Are you ready to make a difference?
Essential Duties and Responsibilities
Effectively handles high call volumes
Identifies and assesses callers needs and then refer
to the appropriate party
Utilizes Customer Service Specialist talk track
Transfers the calls to the appropriate party as
dictated by current procedure
If the appropriate party is not available, utilizes
the current Admissions Coordinator talk track throughout
the entire admissions process
Keeps a record in the CRM of all patient related
Follows the quality guidelines when using the CRM
Answers phone calls in a timely manner
Secures telephone code and callers number from
connection assistant pop up on computer screen; secures
callers name and best call back number
Effectively manages opportunities to refer out to the
Referral Admissions Coordinator Team if the case cannot
close in the FRN system
Utilizes other key team members when encountering
barriers to assist the intake admission close process
Meets established monthly goals for answered calls and
successful transfers
Identifies IOP leads and refers them to the
appropriate team member for qualification
Knowledge, Skills, and Abilities
Embraces and champions a Patient-Centered Care focus
throughout the organization
Consistently demonstrates, through conduct and
communications, the stability required to credibly and
effectively assist patients
Ability to inspire client confidence in the FRN Staff
and the FRN Model of Treatment
Possesses a strong working knowledge of Patient s
Demonstrates a broad base of knowledge in psychiatric
and addiction treatment and administration
Demonstrates ability to clearly and succinctly
communicate both verbally and in writing; can get
messages across that have the desired effect
Demonstrates ability to remain calm under pressure; is
not knocked off balance by frequent change, delays or
unexpected events
Demonstrates and active desire to drive for results;
steadfastly pushes self and others; consistently meets
and/or exceeds goals
Must be able to work in a fast-paced environment with
demonstrated ability to juggle multiple competing tasks
and demands
Must be able to relate well to all kinds of people
both inside and outside the organization; builds
appropriate rapport; builds constructive and effective
relationships; uses diplomacy and tact; can diffuse even
high-tension situations comfortably
Ability to exercise good judgment and apply common
sense understanding to carry out instructions furnished
in written or oral form
Demonstrates an ability to listen attentively and
actively; has the patience to hear people out; can
accurately restate the opinions of others, even when the
parties disagree
Must be able to orchestrate multiple activities at
once to accomplish a goal; uses resources effectively
and efficiently; arranges information and files in a
useful manner
Can quickly find common ground and solve problems; can
represent his/her own interests and yet be fair to other
groups; can solve problems with peers with a minimum of
conflict; is seen as a team player and is cooperative;
easily gains trust and support of peers; encourages
Must have strong working knowledge of a variety of
computer software applications in word processing and
database software
Customer orientation and ability to adapt to various
personality styles
Ability to remain professional & courteous with
customers at all times
Ability to execute routine tasks consistently and sit
for long periods
Hours of operation: 7:00a.m. 12:00a.m, seven
days/week; must be able to work all shifts as assigned.
Education and Experience
High school diploma or GED required; Bachelor s degree
Minimum 1-2 years experience in customer service
Call center experience a plus
Experience in the alcohol and drug field or
psychiatric treatment field preferred
If you meet the above requirements and are looking for a
rewarding career, please take a moment to share your
background and experience with us by applying online.
FRN offers competitive compensation, commensurate with
experience, and benefits programs including medical,
dental, life insurance, and 401K.
FRN is not accepting unsolicited assistance from search
firms for this employment opportunity. Please, no phone
calls or emails. All resumes submitted by search firms
to any employee at FRN via email, the Internet, or in
any form and/or method without a valid written search
agreement in place for this position will be deemed the
sole property of FRN. No fee will be paid in the event
the candidate is hired by FRN as a result of the
referral or through other means.