Call Center Agent - Hybrid

Carpenter Hall LLC Zinnia Exeter•Exeter, RI

2d•Hybrid

About The Position

Zinnia Health is a fast-growing integrated healthcare company. We value our employees and care for our clients. The Call Center Agent is responsible for handling inbound and outbound calls from individuals seeking information about treatment options for substance use disorders. This role requires empathy, professionalism, and excellent communication skills to provide accurate information, answer questions, and connect callers to the appropriate intake or admissions staff.

Requirements

High school diploma or equivalent (required); some college or healthcare coursework preferred.
1+ year of customer service or call center experience, ideally in healthcare or behavioral health.
Compassionate and patient demeanor with strong active listening skills.
Excellent verbal and written communication abilities.
Ability to remain calm in emotional or high-stress situations.
Proficiency with phone systems, CRM platforms, and basic computer skills.

Nice To Haves

Bilingual (English/Spanish) is a plus.

Responsibilities

Answer high-volume incoming calls with empathy, confidentiality, and professionalism.
Provide general information about treatment programs, levels of care, and services offered.
Conduct initial phone screenings to determine eligibility and level of need.
Accurately collect and document caller information in the CRM or EHR system.
Coordinate with admissions, clinical, and insurance verification teams for next steps.
Make outbound follow-up calls to prospective clients and referral partners.
Handle crisis calls appropriately and transfer to clinical staff as needed.
Maintain up-to-date knowledge of treatment offerings, schedules, and insurance policies.