Hotline Operator, General Internal Medicine

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Deliver hotline support for the state resource center addressing opioid dependence.

• Respond to incoming calls utilizing a harm reduction approach.

• Provide crisis intervention and accurate referral services to callers.

• Gather and enter caller information for statistical analysis and reporting.

• Connect clients with addiction services, detox programs, methadone maintenance, and outpatient resources.

• Assist patients and community members in accessing treatment and scheduling appointments.

• Triage walk-in patients seeking opioid treatment.

• Screen prospective patients for eligibility.

• Offer backup support to the medical assistant.

• Coordinate activities related to the OBOT program.

• Maintain the waitlist in accordance with federal regulations.

• Update and create resources for clients and their families.

• Distribute resource materials to clients, family members, support systems, and providers.

• Collaborate with Department of Public Health hotline staff and opioid treatment nurses and providers.

• Assist with clinic administration tasks, including filing, chart management, referrals, and scheduling appointments.

• Participate in staff and state meetings and document meeting minutes.

⛳️ Requirements

• Associate’s degree (or equivalent) along with 1 year of relevant experience.

• An equivalent combination of formal education and experience, such as a HS/GED plus 3 years of relevant experience.

• A Bachelor’s degree is preferred.

• Experience in a substance abuse or mental health environment is preferred.

• Exceptional verbal and written communication abilities.

• Bilingual or multilingual capabilities beyond English are preferred.

• Knowledge of addiction through formal training or experience is preferred.

• Proficient in Microsoft Word, Excel, and Outlook.

• Capable of performing basic data management tasks, including data entry, data cleaning, and reporting.

• Proficient typing skills and basic mathematical abilities.

• Strong organizational skills with a keen attention to detail.

• Ability to effectively manage time.

• Excellent interpersonal skills, along with compassion and sensitivity.

• Ability to handle or de-escalate challenging conversations with tact and diplomacy.

🏝️ Benefits

• Medical, dental, vision, and pharmacy benefits.

• Discretionary annual bonuses.

• Merit-based salary increases.

• Flexible Spending Accounts.

• 403(b) savings matching contributions.

• Paid time off.

• Opportunities for career advancement.

• Resources to support the well-being of employees and their families.

• Accommodations for medical conditions or disabilities during the application process.