Hotline Operator, General Internal Medicine Research

Boston Medical Center (BMC)

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

Posted 10/21/2026part-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, client linkage to addiction services, and effective communication within a harm reduction framework. Proficient in data management and administrative support while maintaining compliance with federal regulations.

Highest-signal resume keywords

Crisis InterventionAddiction KnowledgeData ManagementBilingual CommunicationOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryData CleaningReportingMicrosoft WordMicrosoft ExcelMicrosoft OutlookBasic Math SkillsTyping Proficiency

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationInterpersonal SkillsCompassionSensitivityTime ManagementTact and Diplomacy

Industry Keywords

Substance AbuseMental HealthHarm Reduction FrameworkCrisis SupportOBOT ProgramFederal RegulationsResource DevelopmentReferral Services

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 pertinent information for statistical and reporting purposes
Link clients to addiction services, detox programs, methadone maintenance, and outpatient services
Triage walk-in patients accessing opioid treatment and provide resources, education, and support
Screen potential patients interested in accessing treatment
Provide backup support to the medical assistant
Coordinate OBOT program activities
Maintain the wait list 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 functions including copying, filing, charts, referrals, appointment scheduling, and other administrative functions
Attend staff and state meetings and take minutes

Requirements

What you’ll need

Associate’s degree (or equivalent) plus 1 year related experience, or equivalent combination of formal education and experience 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 via 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
Excellent interpersonal skills, compassion, and sensitivity
Ability 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