CONTACT CENTER REPRESENTATIVE

Sana Lake Recovery Center LLC•Meramec Township, MO

2d•Remote

About The Position

Sana Lake is seeking a Contact Center Representative who is passionate about helping individuals and families recover! The Contact Center Representative serves as the first point of contact for individuals and families seeking substance use and mental health treatment services. This position is responsible for answering inbound calls, making outbound follow-up calls, completing initial screenings and pre-assessments, gathering insurance information, assisting with verification of benefits, and coordinating admissions.

Requirements

High school diploma or GED required
Strong verbal and written communication skills
Ability to remain calm, compassionate, and professional during difficult or high-stress calls
Ability to multitask and document information accurately while speaking with callers
Reliable internet connection and an appropriate private workspace for remote work
Ability to maintain confidentiality and follow HIPAA requirements
No professional license is required for this position

Nice To Haves

Previous customer service, call center, healthcare, behavioral health, admissions, or crisis-support experience, preferred
Experience working in behavioral health, substance use treatment, recovery services, or healthcare admissions
Familiarity with Dazos, CTM, KIPU, insurance verification systems, Microsoft Teams, Outlook, and Excel
Experience completing pre-assessments and coordinating admissions
Knowledge of insurance terminology and levels of care
Strong organization, time-management, follow-up, and problem-solving skills
Personal or professional understanding of recovery and the treatment process is beneficial

Responsibilities

Providing compassionate and professional support to members and their families
Assessing immediate needs and identifying the appropriate level of care
Accurately documenting all calls, member information, and follow-up activity
Creating, updating, and managing opportunities in Dazos
Collecting insurance and demographic information
Coordinating admission dates, times, transportation, and arrival details
Communicating with Admissions, Clinical, Medical, Transportation, and other departments
Completing assigned follow-ups, referrals, form fills, and other Contact Center tasks
Following all confidentiality, HIPAA, and company policies
Maintaining professionalism during crisis calls and escalating safety concerns appropriately
Participating in team meetings, training, coaching, and quality-assurance reviews

Benefits

Comprehensive medical, dental, vision, life insurance, and disability plan options
Competitive 401(k) Retirement Savings Plan - up to 5% match!
Company-paid basic life insurance
Paid Time Off and Paid Holidays
Flexible Spending Accounts
Employee Assistance Program (EAP)
License/Certification Reimbursement
Professional development funds
Professional licensure supervision options
Staff recognition program
Sana Spirit Days