Hotline Operator, General Internal Medicine Research

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

📋 Description

• Offer hotline assistance for the state resource center focusing on opioid dependence.

• Handle incoming calls and engage with callers utilizing a harm reduction approach.

• Provide crisis intervention along with accurate referral services.

• Gather and input relevant information for statistical analysis and reporting.

• Connect clients to addiction services, detoxification programs, methadone maintenance, and outpatient care.

• Triage walk-in patients seeking opioid treatment and offer resources, education, and support.

• Screen potential patients who are interested in accessing treatment.

• Offer backup support to the medical assistant.

• Organize activities related to the OBOT program.

• Maintain the waitlist in accordance with federal regulations.

• Update and create resources for clients and their family members.

• Distribute resource materials to clients, their families, support systems, and providers.

• Collaborate with staff from the Department of Public Health's Drug and Alcohol hotline.

• Assist with clinic operations such as copying, filing, chart management, referrals, appointment scheduling, and other administrative duties.

• Attend staff and state meetings, taking minutes as necessary.

⛳️ Requirements

• Associate’s degree (or equivalent) along with 1 year of relevant experience, or an equivalent combination of formal education and experience such as a HS/GED plus 3 years of related experience.

• A Bachelor’s degree is preferred.

• Prior experience in a substance abuse or mental health environment is advantageous.

• Exceptional verbal and written communication abilities.

• Bilingual or multilingual skills beyond English are preferred.

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

• Proficiency in Microsoft Word, Excel, and Outlook.

• Capability to perform basic data management tasks, including data entry, data cleaning, and reporting.

• Competency in typing and basic mathematical skills.

• Outstanding organizational abilities and meticulous attention to detail.

• Strong time management skills.

• Excellent interpersonal skills, along with compassion and sensitivity.

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

🏝️ Benefits

• Coverage for medical, dental, vision, and pharmacy needs.

• Annual discretionary bonuses.

• Opportunities for merit increases.

• Flexible Spending Accounts available.

• 403(b) savings plan with matching contributions.

• Paid time off benefits.

• Opportunities for career advancement.

• Resources dedicated to supporting employee and family well-being.