Call Center Specialist I

Family & Children's Services Career Center • Tulsa, OK

3d • Hybrid

About The Position

The Call Center Specialist I serves as the first point of contact for individuals seeking services and for current clients of the agency. This role is responsible for answering incoming calls, providing accurate information, connecting callers to appropriate departments or team members, such as Call Center Specialists II for client registration, and supporting current clients with questions related to their ongoing care. The Call Center Specialist I plays a vital role in creating a welcoming, supportive experience for all callers while ensuring efficient communication and coordination across programs and clinicians.

Requirements

• Must be a high school graduate or have HS equivalent
• Strong verbal communication and active listening skills
• Accurate data entry and documentation skills
• Handle high call volumes efficiently
• Ability to assess caller needs and route appropriately
• Remain calm and professional when speaking with individuals who may be in distress
• Basic computer skills and ability to navigate multiple systems
• Understanding of confidentiality standards
• Build rapport quickly and provide empathetic support

Nice To Haves

• Prior customer service, call center, and healthcare experience preferred
• ODMHSAS Case Manager I Certification, completed within 60 days of eligibility

Responsibilities

• Answer and manage incoming calls in a professional, courteous, and timely manner
• Route new clients to the Client Registration, Call Center Spec. II, department and provide general information about services
• Assist current clients with connecting to their clinicians, care teams, and program staff
• Provide information about agency programs, appointments, and available resources
• Respond to client questions and concerns with empathy, professionalism, and discretion
• Accurately document interactions in the appropriate systems as required
• Ensure confidentiality and compliance with HIPAA and agency policies
• Support a positive client experience by demonstrating patience, active listening, and problem-solving skills
• Collaborate with internal departments to ensure smooth communication and follow-up

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED