Communications Specialist

Rimrock Foundation•Billings, MT

24d•Onsite

About The Position

The Communications Specialist serves as a primary telephone contact for clients, families, referral sources, healthcare providers, community partners, and staff contacting Rimrock. The role manages incoming calls, identifies caller needs, responds to routine questions, and directs callers to appropriate programs, departments, or staff. It provides accurate information about Rimrock services, eligibility, intake, appointments, hours, locations, policies, procedures, and resources. The position documents interactions and follow-up needs, supports continuity of care, and collaborates with internal teams and external partners to facilitate access to services. It handles high call volumes with professionalism, compassion, patience, and sound judgment while safeguarding confidential information and complying with Rimrock policies and procedures, CARF standards, state statutes, HIPAA, and 42 CFR Part 2. The role reports to the Client Access Manager and supervises no positions.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication, interpersonal, customer service, and organizational skills.
Ability to manage high call volumes, multitask, prioritize requests, follow procedures, and remain calm in challenging situations.
Strong attention to detail and recordkeeping skills.
Proficiency with computers, call center software, Electronic Health Record (EHR) systems, and standard office applications.
Working knowledge of HIPAA, 42 CFR Part 2, and healthcare confidentiality requirements.
Ability to exercise sound judgment and work independently and collaboratively.

Nice To Haves

Relevant post-secondary education.
Prior experience in customer service, a call center, healthcare, behavioral health, or a related setting.
Familiarity with medical terminology and basic healthcare processes.

Responsibilities

Answer and manage incoming calls professionally, compassionately, and promptly.
Identify the purpose and urgency of calls and provide accurate information about programs, services, eligibility, intake, appointments, hours, locations, policies, and procedures.
Triage and route calls, messages, and requests to the appropriate department or staff member, including provider-to-provider communications and time-sensitive matters.
Schedule appointments or support appointment coordination and referral follow-up as assigned, and explain next steps to callers.
Accurately document caller information, call history, messages, actions, outcomes, and follow-up needs in approved systems.
Follow approved communication scripts, workflows, and escalation procedures.
Recognize urgent, safety-related, or crisis-related concerns and promptly transfer or escalate calls to appropriate clinical, medical, safety, or emergency resources.
Address complaints and concerns empathetically, resolve matters within the role's scope, and escalate when necessary.
Collaborate with internal teams and external partners to support client needs and continuity of care.
Stay current on Rimrock programs, services, staff responsibilities, policies, and procedures.
Protect client privacy and maintain confidentiality in accordance with applicable standards, laws, and policies.
Demonstrate professionalism, compassion, patience, respect, clear communication, and appropriate boundaries in interactions.
Remain calm and solution-focused in difficult, emotional, or high-volume call situations.
Collect, organize, report, and use information to improve systems and services; obtain and use client feedback to improve service delivery.
Allocate resources according to strategic priorities, report quality concerns to the manager, and conduct self-quality monitoring to meet established goals.
Provide timely and thorough follow-up with internal and external customers and promote effective communication and teamwork.
Perform other duties as assigned.