ECS Representative

The ECS Representative serves as a critical first point of contact for individuals seeking behavioral health and substance use treatment. This role is responsible for responding to inquiries from referring hospitals, standalone detox centers, acute psychiatric hospitals, physicians' offices, and other referral sources while facilitating timely admissions into Bradford Health Services facilities. The ECS Representative conducts initial telephone screenings, gathers demographic, insurance, medical, psychiatric, and substance use information, explains available treatment programs and the admissions process, verifies insurance eligibility, coordinates admissions, and collaborates with referral partners to ensure continuity of care. This position plays an essential role in delivering exceptional customer service, maintaining accurate documentation, supporting regulatory compliance, and ensuring patients receive timely access to the appropriate level of care. 

• High School Diploma or GED; college helpful.
• Knowledge of chemical dependency desired.
• Knowledge of and two (2) years of experience in admissions/customer service desired.
• Must be able to interact with the professional community.
• Excellent spoken and written communication skills.
• Must have reliable transportation.
• Must be self-motivated.
• Must be able to see at 20/40 corrected in each eye and hear (hearing aid accepted).
• Must have a valid state driver's license and a safe driving record.
• Must be emotionally and physically capable of functioning under stressful situations.
• Regular attendance.
• Must be able to work in a cooperative manner with co-workers, managers, clients, and prospective clients.
• Other duties as assigned.
• If recovering, two (2) years of continuous verifiable sobriety. 

• Knowledge of chemical dependency.
• College education.
• Two (2) years of admissions and/or customer service experience.
• Experience interacting with healthcare professionals and community referral sources. 

• Answer incoming calls, faxes, and emails from referring hospitals, standalone detox centers, acute psychiatric hospitals, and physicians' offices.
• Conduct initial telephone screening to determine individuals' behavioral health needs and appropriate level of care.
• Gather demographic, insurance, medical, psychiatric, and substance use information.
• Explain available behavioral health programs, services, and the admission process.
• Verify insurance eligibility and obtain financial arrangements.
• Coordinate admissions with Bradford Health Services facilities.
• Schedule assessments, intake appointments, and admissions.
• Collaborate with case managers, social workers, and community referral sources to facilitate continuity of care.
• Track referrals, admissions, and follow-up activities to ensure timely placement and communication.
• Maintain accurate and confidential patient records in the electronic health record (EHR) system.
• Ensure compliance with HIPAA, organizational policies, and regulatory standards. 

The required skills enable the ECS Representative to effectively assess prospective patients, coordinate admissions, and provide exceptional customer service throughout the intake process. Strong communication, active listening, and conflict resolution skills allow the representative to gather accurate clinical and demographic information while building trust with patients, families, and referral partners. Knowledge of behavioral health, substance use disorders, crisis assessment, and de-escalation supports appropriate level-of-care determinations and timely admissions. Proficiency with electronic health records, documentation, organization, multitasking, and attention to detail ensures accurate recordkeeping and regulatory compliance. Empathy, professionalism, and confidentiality are essential to delivering compassionate, patient-centered service while maintaining compliance with HIPAA and organizational standards.