Contact Center Specialist
About The Position
The Contact Center Specialist helps Centerstone provide an accessible, efficient single point of access for people seeking its services. Often serving as a patient's first point of contact, this role delivers compassionate customer service and supports callers through screening, referrals, scheduling, and other assistance, with an emphasis on resolving needs in one call whenever possible. The specialist needs a working knowledge of behavioral health and health insurance benefits. The role supports individuals and families by arranging appointments or connecting them with appropriate clinicians and services. It also involves crisis screening and coordination with crisis or mobile crisis teams when immediate intervention is needed; collecting and documenting demographic information; identifying funding sources and briefly verifying insurance; and managing referrals and follow-up in Salesforce. The specialist works remotely and collaboratively, communicates across digital channels, and follows HIPAA and PHI requirements.
Requirements
- High school diploma or GED.
- At least 2 years of experience in health care, customer service, or another Contact Center setting.
- Demonstrated excellence in customer service, patient engagement, and customer communication.
- Strong verbal and written communication skills.
- Ability to work independently in a remote environment and collaboratively within a team.
- Familiarity with integrated communication platforms, including team chat, video conferencing, and call-handling systems.
- Proficiency with basic computer hardware and computer software functionality.
- Receptiveness to supervisory feedback and direction.
- Consistent, reliable, and punctual attendance.
Nice To Haves
- Bachelor’s degree in human services, psychology, social services, education, or a related field.
- Experience using EMR, CRM, and/or scheduling software.
Responsibilities
- Deliver a respectful and compassionate experience to every caller, aiming for one-call resolution when possible.
- Schedule appointments or connect individuals and families with appropriate clinicians and services based on identified needs.
- Complete crisis screening assessments and coordinate with crisis or mobile crisis teams when immediate intervention is required.
- Gather demographic information and accurately document details in CRM and/or EMR systems.
- Identify callers’ funding sources and perform brief insurance verification.
- Manage and track referrals in Salesforce, including necessary outbound follow-up calls.
- Meet or exceed Contact Center KPIs and quality audit performance standards.
- Follow HIPAA and PHI guidelines and protocols.
- Communicate professionally with colleagues, clients, and community partners through written, verbal, and virtual channels across digital platforms.
Benefits
- Medical, dental, and vision health coverage
- Flexible Spending and Health Savings Accounts
- 403b retirement plan with company match
- Paid time off and ten paid holidays
- Company-paid AD&D insurance, life insurance, and long-term disability
- Employee Resource Groups
- Continuing education opportunities
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
