Call Center Agent

Job Description:

• Deliver a respectful, compassionate experience for every caller, working to achieve one-call resolution whenever possible
• Schedule appointments or connect individuals and families with appropriate clinicians and services based on identified needs
• Complete crisis screening assessments and coordinate with crisis or mobile crisis teams when immediate intervention is required
• Gather demographic information and accurately document details within CRM and/or EMR systems
• Identify callers’ funding sources and perform brief insurance verification
• Manage and track referrals in Salesforce, including necessary outbound follow-up calls
• Achieve or exceed Contact Center KPIs and quality audit performance standards
• Maintain compliance with HIPAA and PHI guidelines and protocols
• Communicate professionally with colleagues, clients, and community partners through written, verbal, and virtual channels across digital platforms

Requirements:

• High school diploma or GED required
• Minimum of 2 years of experience working in health care, customer service, or other Contact Center setting
• Demonstrated excellence in customer service, patient engagement, and overall customer communication
• Strong verbal and written communication skills required
• Ability to work independently in a remote environment as well as collaboratively within a team
• Familiarity with integrated communication platforms, including team chat, video conferencing, and call-handling systems
• Proficiency in basic computer hardware and skilled in computer software functionality
• Consistent, reliable, and punctual attendance is essential
• Experience using EMR, CRM, and/or scheduling software is preferred
• Bachelor’s degree in human services, psychology, social services, education or related field preferred
• None required for certification/licensure

Benefits:

• Medical, dental, and vision health coverage
• Flexible Spending and Health Savings Accounts
• 403b retirement plan with company match
• Paid time off and ten paid holidays
• AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
• Employee Resource Groups
• Continuing education opportunities
• Employee Assistance Program