Call Center Specialist

Ramey-Estep / Re-group•Morehead, KY

2d•Onsite

About The Position

The Call Center Specialist serves as the first point of contact for individuals seeking services with Ramey-Estep/Re-group. This role is responsible for answering and appropriately routing inbound calls, providing accurate information on services, and community resources. The Specialist plays a critical role in ensuring timely access to care while delivering high-quality, compassionate, trauma-informed, and culturally responsive customer service.

Requirements

A High School Diploma or GED is required.
A minimum of one year of experience in a call center, healthcare, human services, or similar customer service environment is required.
Must be at least 21 years of age.
Excellent interpersonal communication and active listening skills.
Strong problem-solving and critical-thinking abilities.
Ability to follow protocols, workflows, and documentation requirements
Ability to work effectively in a fast-paced, high-volume call center environment.
Ability to demonstrate empathy, patience, and professionalism with individuals in distress
Ability to document appropriately while on calls and during high-stress situations.
Strong attention to detail and accuracy in performing tasks.
Ability to follow written and verbal instructions.
Commitment to maintaining patient confidentiality and adhering to ethical standards.
Must maintain a valid Driver’s License and insurability.
Technical requirements include proficiency with Microsoft Word, Excel, PowerPoint, and any other applications used by the organization or regulatory agencies.
Ability to understand and relate to the needs of clients from diverse backgrounds.
Ability to read, write, and converse in English.
Successful completion of a pre-employment drug screen.
Successful completion of a background screening.
Successful completion of a TB skin test or proof of a negative chest x-ray or other documentation.

Nice To Haves

An Associate’s Degree/Certificate in Office Administration, Medical Office, or a similar field is preferred.
Knowledge of behavioral health/primary care terminology, services, healthcare access, and systems of care is preferred.
Knowledge of HIPAA and trauma-informed care principles is preferred.

Responsibilities

Serve as the primary point of contact for individuals, families, providers, and community partners seeking access to behavioral health/primary care services, responding to inbound calls with professionalism, empathy, and cultural sensitivity.
Screen calls using established scripts, clinical decision-support tools, and standardized questionnaires to identify presenting concerns, level of urgency, and appropriate next steps.
Provide clear and accurate information regarding RE programs and appropriately route for additional information.
Identify and appropriately escalate urgent, high-risk, or crisis-related calls in accordance with established protocols, including warm handoffs to clinical staff, crisis lines, or emergency services when necessary.
Demonstrate trauma-informed and recovery-oriented communication practices, recognizing signs of emotional distress and responding in a manner that promotes safety, dignity, and trust.
Maintain strict confidentiality and compliance with HIPAA, 42 CFR Part 2, and all applicable privacy and security regulations.
Manage call flow effectively in a high-volume environment, balancing efficiency with quality, and meeting established productivity, quality assurance, and customer service benchmarks.
Document all interactions thoroughly, accurately, and promptly to support clinical decision-making, continuity of care, billing, and regulatory requirements.
Participate in ongoing training, quality improvement initiatives, and performance evaluations to enhance service delivery, compliance, and professional development.
Other duties as assigned.
The primary responsibility of all staff is to ensure the safety and well-being of all Ramey-Estep/Re-group (RE) clients.
Supports the mission, vision, and values of RE. Facilitates and adheres to the agency’s code of ethics, policies, and procedures.
Supports all functions that attain and maintain accreditation and compliance with regulatory agencies.
Supports and facilitates positive interaction with clients and staff by exhibiting both in-office and in-public when carrying out job duties: individual maturity, respect for others, a team-centered approach, maintenance of confidential information, and awareness and sensitivity to cultural and other differences in clients and staff.
Exhibits effective communication skills, including proper use of agency communication systems.
Participates in appropriate professional development programs to attain and maintain competency.
Effectively manages financial and physical resources to achieve the mission of RE.
Reports incidents of abuse or potential abuse involving clients to the appropriate authorities and RE.