Engagement Specialist/PT in Auburn, New York at Farnham Family Services

Organizational Overview:

Farnham Family Services is Oswego County’s leader in substance use disorder treatment, prevention, and

recovery services committed to promoting wellness, recovery, and resilience in individuals and families. Our

work is rooted in compassion, accountability, and service excellence. We are a mission-driven organization

looking for dedicated team members who want to contribute to our continued growth and strengthen our

impact in the community.

Job Summary:

The Engagement Specialist is to be the first point of contact for clients, ensuring a welcoming and efficient

check-in experience. This role is essential in supporting both clients and clinicians by managing client flow,

scheduling, and maintaining accurate records.

Essential Job Duties and Responsibilities: (Additional duties may be assigned)

• Client Check-In & Front Desk Support
• Open the clinic and unlock doors at the designated time.
• Greet and check in clients, ensuring all necessary releases and documentation are up to date.
• Update client demographics and notify the appropriate staff of any changes.
• Notify providers when clients have arrived.
• Check in clients for group sessions, manage attendance using the group roster, and provide rosters to clinicians.

Scheduling & Administrative Duties

• Reschedule client appointments when a clinician is unavailable.
• Answer incoming calls and direct inquiries to the appropriate department.
• Check voicemails and emails, responding promptly to any messages related to client services.
• Assist in managing clinic inventory and administrative records.
• Discontinue discharged clients from the treatment system as needed.

Supervisory Responsibility:

This position does not have any supervisory responsibilities.

Education and Experience:

• High school diploma or equivalent required; additional coursework in administration, healthcare, or related fields is preferred.
• Prior experience in customer service, healthcare, behavioral health, or administrative roles is highly preferred.
• Proficiency in Microsoft Office (Word, Outlook, Excel) and ability to learn and navigate electronic systems.
• Strong customer service and communication skills with a professional and welcoming demeanor.
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.
• Valid driver’s license and willingness to travel between office locations as needed.

Education and Experience:

• High school diploma or equivalent required; additional coursework in administration, healthcare, or related fields is preferred.
• Prior experience in customer service, healthcare, behavioral health, or administrative roles is highly preferred.
• Proficiency in Microsoft Office (Word, Outlook, Excel) and ability to learn and navigate electronic systems.
• Strong customer service and communication skills with a professional and welcoming demeanor.
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.
• Valid driver’s license and willingness to travel between office locations as needed.

Special Requirements:

Driver’s License.

Travel is required between other office locations.

Equipment, Machines and Software Used:

Ability to operate various office equipment including computer, typewriter, printer, telephone, fax machine, photocopier, scanner, and calculator.

Computer Software: Microsoft Office to include Word, PowerPoint, Outlook, and Excel.

Knowledge, Skills, and Abilities:

Strong analytical, critical thinking and decision-making skills.

Ability to work effectively with a wide range of constituencies in a diverse community.

Excellence in interpersonal and communication skills, including writing and making effective presentations to internal and external top management officials.

Computer proficiency including word processing, data entry, spreadsheets, and generating reports using standard software applications.

Ability to respond to questions from groups of department heads, managers, and members.

Skill in planning and scheduling to establish deadlines and ensure the timely completion of several independent tasks and short-term projects.

Strong organizational skills including the ability to manage multiple projects and details simultaneously.

Ability to analyze and solve complex problems.

Ability to gather data, compile information, and prepare reports.

Physical and Mental Requirements:

Ability to physically complete responsibilities, and duties identified above.

Ability to exert up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Close mental attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer terminal, and/or extensive reading.

Environmental Conditions:

Work is performed in a typical office environment where there is no substantial exposure to adverse environmental conditions.