CALL CENTER SPECIALIST

UHS•Brentwood, TN

1d•Onsite

About The Position

The Call Center Specialist serves as the friendly and professional first point of contact for all incoming calls through designated channels, including hospitals, referral sources, patients, and families. This role involves appropriately probing to call quality and directing it to the correct department or team member. When the appropriate party is unavailable, the specialist utilizes the Admissions Coordinator talk track to assist the caller. All interactions are clearly and accurately documented in MS4 and/or the current system used. Success in this role requires a combination of strong interpersonal communication, technical proficiency, and a compassionate understanding of behavioral health services.

Requirements

High School Graduate/Equivalent required
Minimum 1-3 years related experience required
Excellent verbal and written communication.
Microsoft Office Suite.
Working knowledge of patient’s rights along with a broad understanding of psychiatric and addiction treatment and administration.
Excellent Customer Service skills.
Working knowledge of a variety of computer software applications
Skilled at diffusing high-tenson situations and solving problems.

Nice To Haves

Associates degree preferred

Responsibilities

Identifies and assesses callers' needs, referring to the appropriate party or using the Admissions Coordinator talk track as needed.
Answers phone calls promptly and transfers to the correct party per current procedures.
Documents caller interactions in MS4 and/or current software.
Manages high call volumes effectively while maintaining service quality.
Facilitates Alumni Calls.