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Job Details

Call Center Specialist

Company name
Pacific Clinics

Pasadena, CA

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Job Title:

Call Center Specialist


Non-Exempt/Grade 8

UltiPro Job Code:



Foothill/Call Center

Reports To: Call Center Directo

Approved Date:

January 31, 2013

Revised Date:

April 30, 2013


Provide phone screening of callers to toll-free line.

Arrange for eligible persons to receive initial assessment at various San Bernardino County program or provider referrals to other providers as needed.


Assists with follow-up on referrals from ACCESS Service & Referral Number.

Answers calls that come in to the center in a manner that is consistent with Agency values.

Assesses the needs of each caller including substance abuse related service needs.

Assists callers with making referrals to appropriate outside services.

Completes screening and registration forms.

Assists callers who are in need of immediate services due to a crisis situation and help stabilize the situation and arrange for on-site follow-up, if needed.

Maintains a log of all calls not tracked by the computer software.

Maintains working relationships with individuals inside the Agency and in the community.

Meets with supervisor and participates in scheduled team meetings/training.

Documents all services for Short-Doyle/Medi-Cal/

Early Periodic Screening, Diagnosis, and Treatment


in compliance with funding source

Completes all documentation within the timelines established by the Program for service delivery.

Attends and participates in staff meetings to provide input towards program development and staff training.

Interacts with other internal programs, clinical/support staff and external sources such as school or community personnel as applicable.

Reports to work on time and maintains reliable and regular attendance.

Models Pacific Clinics’ approach, mission and core values in all communication and correspondence.

Communicates effectively in a competent and diverse consumer population and promotes favorable interaction with managers, co-workers and others.

Performs other duties as assigned.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Mental Health Rehabilitation Specialist certification.

Minimum two (2) years experience working with clients with mental illness and substance abuse.

Experience providing services to consumers who have varied diagnostic backgrounds.

Must possess a valid California driver's license and maintain an insurable driving record under the Clinics' liability policy.


While performing the duties of this job the employee is frequently required to stand or sit.

The employee is required to use hands to produce records and/or documentation in manual or electronic format.

The employee must regularly lift and/or move up to 5 pounds and occasionally move or lift up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and outside weather conditions.

The noise level in the work environment is usually moderate.

Local business travel is required.

Pacific Clinics is an Equal Opportunity Employer

We consider applicants for all positions without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation or veteran status.


We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, marital status, national origin, citizenship, veteran or qualified disabled veteran, ancestry, age (over 40), physical or mental disability (an impairment that limits a major life activity, medical condition (cancer-related or genetic characteristic), or any other classification protected by law. In addition, Pacific Clinics will provide reasonable accommodations for qualified individuals with disabilities.

Pacific Clinics is committed to providing equal employment opportunities to all applicants for employment. We are an EEO/AA Employer.

Please view Equal Employment Opportunity Posters provided by OFCCP here

Company info

Pacific Clinics
Website :

Company Profile
Through its dedicated staff, consumers, family members, volunteers and benefactors, Pacific Clinics provides innovative leadership in our communities, offering treatment, prevention and early intervention, program development and evaluation, research, training, and public education and advocacy, frequently in partnership with other social services organizations. Treatment for persons with serious and persistent mental illness and co-occurring substance abuse who may have nowhere else to turn for services... Community/school-based prevention and early intervention programs to address mental health issues — before they adversely affect lives… Cost-effective treatments and supportive programs for persons from birth to older adulthood, continually pursuing the use of evidence-based practices in all our work. The latest evaluation methods in collaboration with researchers, practitioners and distinguished local educational institutions as well as behavioral healthcare professionals from across the nation and the world… Training programs and conferences responsive to the education needs of our field’s professionals, paraprofessionals and students as well as to consumers and members of our communities seeking information and knowledge, helping to dispel the stigma of mental illness… Advocacy and public education programs that address the integrated healthcare concerns of our clients and communities and raise awareness about the importance of mental health in our daily lives and its critical role in the well-being of our society.

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