Call Center Specialist

Ramey-Estep / Re-group • Morehead, KY

4d • $16 - $18

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.
• Successful completion of Excellent Foundations.
• Maintain 20 hours of annual training.
• Be willing and able to work one of the following schedules and overtime as needed to cover other shifts during the team member's vacation and call-offs.
• Be willing and able to work holidays if they fall on the assigned shift.
• Have dependable transportation.

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.

Benefits

• This position is also eligible for our full-time employee benefit package, which offers a generous 401(k) program with immediate vesting with dollar-for-dollar matching up to 6%, paid leave, health/dental/vision, and other competitive benefits!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees