Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Additionally, Executive Response Specialist exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require a bachelor's degree. Typically reports to a supervisor or manager. The Executive Response Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Executive Response Specialist typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Location:
Oakland, MD and surrounding communities
Shift:
Saturday and Sunday
3pm - 11pm
Job Description:
Provides person-focused therapeutic services for individuals experiencing mental and behavioral health events of varying acuity, inclusive of substance use and/or withdrawal. Contributes to the collaborative plan of care and delivery of services to individuals through assessment, evaluation, crisis interventions, referrals, education, linkage to care, and progress toward treatment plan outcome-based goals. Works as part of an interdisciplinary team with the individual as decision-maker.
Essential Functions:
Education:
High School Diploma, GED or Equivalent, Required
Associate Degree in Human Services or related field, Preferred
Experience:
Behavioral health and/or addiction lived experience, Required
Knowledge of county behavioral health supports, Strongly Preferred
Additional:
Valid and unrestricted driver’s license, Required
Proficiency with Microsoft Office Suite Products, Required
Proficiency and familiarity with EHR/EMR systems, Preferred
Credentials:
Current BLS Certification, Preferred
Physical Demands:
Prolonged periods of sitting at a desk or computer workstation.
Prolonged periods of standing, bending, and reaching.
Must be able to lift weights up to 50 pounds at times.
Psycho-Social Demands:
Seeks guidance / help proactively to support safety and quality care.
Demonstrates skill of distress-tolerance to maintain calm and safety.
Models positive regard with all members of the community of care.
Establishes and maintains interpersonal boundaries.
Maintains personal and situational awareness through self-reflection.
Practices ethical, evidence-based, and person-first decision-making.
Clock Hours:
16 hours per week / 16 hours per pay period
Status:
Hourly
FLSA:
Non-Exempt
Reports To:
Supervisor of MCRSS
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