Description

Job Title: Care Representative 

Department: Mental Health 

Reports to: Site Manager 

Job Type: Full-Time, Hourly, Non-Exempt 

Job Location: Chicago, IL

Hourly Rate: $17.00 

Rincon - Building Spaces, Restoring Communities- Who we are:

What began as a small clinic established by young community leaders on the West Side of Chicago in 1972 has grown into one of the largest providers of high-quality and culturally competent services focusing on counseling and crisis intervention services, substance use prevention and treatment, violence prevention, education, case management, community and family services. We are dedicated to rendering compassionate and effective programs to promote the quality of life by catalyzing to advocate, educate and empower individuals and their families.  

Position Description – What the Role Entails:

The Care Representative will serve as the initial point of contact in a service environment, working collaboratively within a multi-disciplinary team. This role involves greeting and engaging with clients and visitors, as well as performing a comprehensive range of administrative tasks to support the quality delivery of services.

Company Culture - Do Our Values Speak to You?  

At Rincon, our commitment to mutual respect, inclusivity, and diversity is woven into the structure of all that we do. We value:  

• Dedication- Embodying effective and transparent leadership and quality client care.  
• Education – Preventative programming and clinical services based on industry standards, competence and outreach. 
• Accountability – Consistent service delivery, measurable success, and sensible financial management. 
• Advocacy – Empowerment, reduction of treatment stigma, and relationship building with partners. 
• Compassion – Embracing culturally diverse communities and equality through sensitivity to individual needs. 

With these values in mind, we promote a culture that fosters professional development and agency success. Many of our employees span an extended tenure, and we pride ourselves on developing dedicated and supported team members.  

Areas of Accountability - What you will be doing:  

• Welcome and greet clients and visitors, and provide appropriate guidance, ensuring all guests understand and know the basic expectations for their visit.
• Open or close the building as required, including and concerning special events or activities.
• Answer, transfer, and/or take messages from incoming calls, as well as reviewing voicemails every morning and forwarding information appropriately.
• Communicate via email and/or Microsoft TEAMS, as needed.
• Keep updated information about programs throughout the agency, especially at designated sites.
• Receive mail and packages, collaborating with the Site Manager for appropriate distribution and/or inventory.
• Care for aesthetics of the building, including but not limited to ensuring appropriate signage, watering plants, and making any facilities requests, as needed.
• Take and enter payments into the deposit log and EMR systems.
• Work with program leads to schedule clients for initial appointments.
• Maintain and file program records, through paper and electronic medical records, meeting documentation standards as required by program and funding sources.
• Make copies, charts and send faxes for administrative and programmatic requests.
• Attending all required meetings, committees, and training according to program standards.
• Assist site manager in maintaining program and building compliance with health and safety, HR, and OSHA standards.
• Help prepare sites and programs to be audit-compliant.
• Assist programs with re-engaging consumers at risk of discharge and/or recent discharges to gain consumer feedback on programs.
• Participate in quality assurance and quality improvement activities as directed.
• Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to Compliance policies and agreements regarding confidentiality, privacy, and security.
• All other duties as assigned.

Metrics:

1. Work to gain 90% satisfaction from all guests on guest satisfaction survey results throughout the year, specifically on front desk interactions.
2. Ensure that 95% of all calls to the main front desk line are answered.
3. Ensure that 100% of voicemails are answered and directed appropriately.
4. Provide a clear schedule of daily operational activities, including opening/closing of building.
5. Successful re-engagement of at least 15% of consumers contacted.

Rincon Rewards & Benefits- How we value you:

• Health insurance? 
• Dental & Vision insurance 
• Life insurance? 
• Short- and Long-Term Disability Insurance  
• 403(b) Retirement Plan 
• Generous PTO (Paid time off)- Accrue up to 21 days in Year 1, some PTO carryover allowable.  
• Employee Assistance Program? 
• Professional Development Opportunities? 
• Employment may qualify for the Public Service Loan Forgiveness Program (PSLF) 
• Certain employees may qualify for City of Chicago commuter transit benefits 

Requirements

The Knowledge and Expertise that Matters Most - What you bring to the Role:

1. Excellent interpersonal skills (verbal, written)
2. Highly organized and detail oriented.
3. Learns technology quickly and can translate easily into lay terms and implementation.
4. Ability to engage in many projects at once.
5. Strong understanding of technology systems.
6. Detail-oriented and knows how to check their own work for errors.
7. Ability to juggle multiple tasks, set priorities, and follow through on daily tasks in a timely fashion.
8. Ability to handle confidential information professionally and appropriately.
9. Fast, accurate documentation skills.
10. Knowledge of community and social service agencies.

Position Qualifications – What is required to Perform the Role:

• Minimum High School Diploma or equivalent required.
• Demonstration of skills in MS Office (Word, Excel, PowerPoint, Access, Outlook).
• Knowledge of Computer Systems (Internet, Email, MS Word, Excel, SAMMS, CIS, or similar preferred)

Rincon’s Work Environment – What to expect:

The Care Representative must be capable of performing the essential functions of the job, which include preparing for group activities by moving chairs and tables and carrying bags or boxes of food. Additionally, they may be responsible for decorating group activity areas. Reasonable accommodations will be made to enable individuals with disabilities to perform these essential functions.

Schedule:

• Flexible schedule with occasional evening and Saturday commitments.
• There may be occasions that call for an employee to carry out duties at other agency offices. 

Language:

1. Bilingual (English/Spanish) language competency strongly preferred.