Quit Coach

Department: Service Delivery
Date Posted: 8/9/2010

Summary Job Description

Quit Coaches provide participant-focused behavior change services via the telephone to support participants’ process to quit tobacco use while meeting established performance expectations. The Quit Coach must attend weekly staff meetings, monthly training, and feedback/coaching sessions, apply learning from coaching and training into interventions with participants, and comply with attendance, punctuality and all other behavior expectations and company policies.

Key Responsibilities

1. Complete participant-focused interventions, using Free & Clear-established strategies and protocols, to move participants along the change continuum to quit tobacco. Use Cognitive Behavioral Therapy, Motivational Interviewing, Brief intervention model, and an understanding of tobacco and nicotine and the triangle of addiction to:

Set expectations
Assess readiness to change
Resolve ambivalence
Identify barriers and triggers and problem-solve
Create an action plan
Provide pharmacotherapy support
Identify support and resources

2. Utilize database to:

Access intervention assignments and participant contact information
Determine service eligibility
Determine progress since last call
Document intervention
Schedule next intervention

3. Utilize phone system to:

Make outbound intervention calls
Log work hours
Communicate availability to receive inbound intervention calls

4. Appropriately escalate difficult or problematic cases.

Required Skills, Experience, and Qualifications

Education, Licenses, and Certification

Bachelor’s degree in related field and/or equivalent work experience in behavior change service, counseling, health education or related field required
Chemical dependency coursework or work experience preferred

Skills and Experience

Demonstrated high-level communication and active listening skills: ability to effectively problem-solve and work with a wide variety of people
Participant/Customer focus: Excellent customer service and telephone skills.
Ability to work in a productive environment that requires all work to be completed on the telephone
Proficient computer skills, including basic MS office skills: comfortable navigating database screens.
Self-direction and initiative to achieve team and individual goals; skilled as an individual contributor and team member, desire to contribute to the overall success of the team and the clients served
Demonstrated ability to learn and to adhere to a wide range of strategies and protocols
Demonstrated ability to attend to detail and follow through on tasks
Demonstrated ability to remember and accurately retrieve information in order to assist customers
Demonstrated dependability, flexibility and professional demeanor
Bi-lingual (Spanish/English) speaking preferred
Previous success in customer focused role demanding high-level communication and active listening skills.
Previous use of Motivational Interviewing and other brief intervention models strongly preferred.
Previous experience providing interventions in health behavior change program strongly preferred.
Must be abstinent from tobacco and nicotine for two or more years.