Hotline Operator

Boston Medical Center (BMC)

. Provide hotline support for the state resource center for opioid dependence .

Posted 11/10/2026part-timeRemote • Massachusetts • United StatesJunior💰 $16 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in crisis intervention and referral services within the opioid treatment framework, while effectively managing client data and coordinating addiction services. Proficient in communication and organizational skills to support clinic administration and enhance patient access to treatment.

Highest-signal resume keywords

Crisis InterventionData ManagementAddiction KnowledgeBilingual CommunicationOrganizational Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data EntryData CleaningReportingMicrosoft WordMicrosoft ExcelMicrosoft OutlookBasic Math SkillsTyping Proficiency

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationInterpersonal SkillsCompassionSensitivity

Industry Keywords

Opioid TreatmentHarm Reduction FrameworkSubstance AbuseMental Health SettingFederal RegulationsAppointment SchedulingResource DevelopmentClient Support

About the role

Key responsibilities & impact

Provide hotline support for the state resource center for opioid dependence
Manage incoming calls and engage callers using a harm reduction framework
Provide crisis intervention and accurate referral services
Collect and enter caller data for statistical and reporting purposes
Link clients to addiction services, detox programs, methadone maintenance, and outpatient services
Assist patients with treatment access and appointment setup
Triage walk-in patients accessing opioid treatment
Screen potential patients
Provide backup support to the medical assistant
Coordinate OBOT program activities
Maintain wait lists in compliance with federal regulations
Update and develop resources for clients and family members
Disseminate resource materials to clients, family members, support systems, and providers
Collaborate with Department of Public Health Drug and Alcohol hotline support staff
Support clinic administration, including filing, charts, referrals, and appointment scheduling
Attend staff and state meetings and take minutes

Requirements

What you’ll need

Associate’s degree (or equivalent) plus 1 year related experience
Equivalent combination of formal education and experience accepted, such as HS/GED plus 3 years related experience
Bachelor’s degree desirable
Experience working in a substance abuse or mental health setting preferred
Excellent verbal and written communication skills
Bilingual or multi-lingual skills beyond English preferred
Addiction knowledge through formal training or experience preferred
Proficiency with Microsoft Word, Excel, and Outlook
Ability to perform basic data management tasks, including data entry, data cleaning, and reporting
Typing proficiency and basic math skills
Excellent organizational skills and attention to detail
Ability to manage time effectively
Interpersonal skills, compassion, and sensitivity to handle and diffuse difficult conversations with tact and diplomacy

Benefits

Comp & perks

Medical, dental, vision, and pharmacy benefits
Discretionary annual bonuses
Merit increases
Flexible Spending Accounts
403(b) savings matches
Paid time off
Career advancement opportunities
Resources to support employee and family well-being