Company Summary

Dr. Daniel Amen, the founder of Amen Clinics, is one of America’s leading psychiatrists and brain health experts. He has authored or coauthored 70 professional articles and more than 30 books, including New York Times mega-bestseller Change Your Brain, Change Your Life. He has appeared on numerous television shows including Dr. Phil, Larry King, Dr. Oz, The Doctors, and The View. His TedTalk has more than 16 million views on YouTube, and The Washington Post has since called Dr. Amen “America’s most popular psychiatrist.”

Founded in 1989, the Amen Clinics has treated mental health conditions of all kinds using Dr. Amen’s combination of psychiatry and brain imaging. Its goal is to end mental illness by causing a revolution in brain health. Now, ten outpatient clinics across the United States treat over 8,500 patients a month and have collected the world’s largest database of functional brain scans relating to behavior, totaling over 200,000 scans on patients from 155 countries.

The global pandemic has fueled a mental health crisis. As depression, anxiety, suicide, and overdose rates reach record levels, the clinics are experiencing their highest patient volume in company history. Amen Clinics is needed more than ever. It now has aggressive plans to expand from 10-15 clinics in the next three years to meet the demand for quality mental health treatment during these difficult times.

Job Summary:

The Amen Clinics and Dr. Amen have a wide market presence which includes podcasts, television appearances, books, articles, blogs, advertising, and referrals from other medical professionals. This generates a large amount of inbound phone calls from potential patients with mental health conditions. They seek to learn more about the clinic before booking an appointment.

The Call Center Representative, also known as the Client Care Coordinator, handles this heavy inbound phone traffic. They listen to the caller, gain an understanding of their situation, and determine if Amen Clinics is an appropriate fit. The Client Care Coordinator then answers questions, alleviates concerns, and recommends the most appropriate services. If the client is a proper fit for the clinic, they also schedule an appointment for them. The position also has an equal focus on outbound activity following up with previous callers or contacted those that have submitted requests via online forms.

No prior healthcare experience is required. New Client Care Coordinators receive intensive training and support during their first 45 days. Training includes medical terminology, clinical terminology, psychiatry practices, brain structure, electronic health record management, phone systems, and phone consultation best-practices.

The conditions of callers include borderline personality disorder, bipolar, PTSD, panic attacks, marital problems, anger management issues, personality disorders, ADD, ADHD, depression, anxiety disorders, obsessive-compulsive disorder, adolescent behavioral problems, and more.

For those looking for broad exposure to the mental health patient population, Client Care Coordinators speak to thousands of potential patients and their families from every socioeconomic status, age range, and mental health condition across the United States.

Candidates should be comfortable in highly metric-driven, fast-paced, structured, and performance-driven call center environments.

• Answer phone promptly and in a professional manner
• Receive inbound calls from prospective and current clients with service inquiries
• Place outbound follow-up calls to prospective clients
• Give detailed explanations of services and schedule patients
• Accurately maintain EHR database including documenting all call information
• Relay messages to the clinics accurately and timely

Knowledge and Skills and Abilities:

• High School Diploma and/ or GED required
• Associate’s or bachelor’s degree preferred
• Fast learner to gain knowledge about the services we offer and be able to provide recommendations if appropriate
• Strong sales/service experience
• Critical thinker
• Exceptional phone etiquette
• Professional demeanor
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
• Strong verbal communication skills
• Strong computer skills, with emphasis on Microsoft Office 365
• Strong interpersonal skills
• Bilingual in Spanish a plus

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Sitting for long period of time
• Frequent typing and viewing of computer screen
• Frequent use of hand and fingers with machines, such as computer, copier, fax machine, scanner and telephone.
• Frequent hearing, listening and speaking in person
• Occasionally required to stand, walk, reach with hands and arms, stoop or bend

Work Environment:

• The work environment described here are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Work indoors in temperature-controlled environment
• The noise level is usually moderate