Aurora Response and Support Call Center (Healthcare/Mental Health)

Aurora Community Services•Eau Claire, WI

6d•Remote

About The Position

Aurora Response and Support Call Center (Healthcare/Mental Health) is seeking passionate and committed individuals to work in their call center. This role serves as a one-stop resource for individuals needing a wide range of services, providing telephonic assistance with the Employee Achievement Program (EAP), Crisis Line, Scheduling/On Call, Injury Hotline, and Mental Health Support. Aurora has been a leader in providing customized services that support individuals with disabilities, chronic mental illness, and traumatic brain injuries in residential settings for 40 years. They value employees who are passionate about making people smile every day by empowering them to live as independently as possible. This position is hiring in Wisconsin, Colorado, or Michigan.

Requirements

Problem Solving - identify and resolves problem in a timely manner, gathering and analyzing information skillfully
Interpersonal Skills - maintain confidentiality, remaining open to others’ ideas and exhibiting willingness to try new things
Oral Communication - speak clearly and persuasively in positive or negative situations; demonstrating group presentation and meeting skills
Written Communication - edit work for spelling and grammar, presenting numerical data effectively, and ability to read and interpret written information
Planning/Organizing – prioritize and plan work activities, using time efficiently, and develop realistic action plans
Quality Control - ensure accuracy, quality, and thoroughness by effectively monitoring own work
Adaptability – adapt to changes in the work environment, manage competing demands, and deal with frequent change, delays, or unexpected events
Dependability – consistently at work and on time, following instructions, responding to management direction, and soliciting feedback to improve performance
Safety and Security - actively promote, personally observe, and promote safety/security procedures, using equipment and materials properly

Responsibilities

Manage activities securely and confidentially while maintaining professional therapeutic boundaries
Operate a multiple-line telephone system and respond to calls promptly
Prioritize a variety of incoming calls/emails and direct to appropriate resource
Provide assistance/support while utilizing problem resolution techniques
Analyze and de-escalate calls as necessary, remaining calm in any type of situation
Document telephonic support services and maintain accurate schedules
Write reports and correspondence
Conduct calendar/appointment reminders or modifications
Communicate training tracking/documentation to corporate office
Effectively present information to individuals, small groups, staff, and management
Provide team support and assistance in orientation/training of new team members
Answer questions clearly, completely, and precisely
Creatively problem solve, implement organizational multi-tasking, and provide excellent customer service in demanding situations
Attend department/management meetings as scheduled
Ensure safe work practices
Perform other duties as assigned