Contact Center Specialist

Centerstone

2d•$16 - $22

About The Position

The Centerstone Contact Center Specialist is an integral component of our Centerstone team. This position often serves as the first point of contact our patients have with Centerstone. The position requires excellence in customer service and compassionate care supported by a thorough understanding of the organization’s treatment and support programs. The ideal candidate must demonstrate a working knowledge of behavioral health basics and understand health insurance benefits.

Requirements

Demonstrated excellence in customer service, patient engagement, and overall customer communication.
Strong verbal and written communication skills required.
Ability to work independently in a remote environment as well as collaboratively within a team.
Experience using EMR, CRM, and/or scheduling software is preferred.
Familiarity with integrated communication platforms, including team chat, video conferencing, and call‑handling systems.
Proficiency in basic computer hardware and skilled in computer software functionality.
Receptive to supervisory feedback and direction.
Consistent, reliable, and punctual attendance is essential.
High school diploma or GED required.
Minimum of 2 years of experience working in health care, customer service, or other Contact Center setting.

Nice To Haves

Bachelor’s degree in human services, psychology, social services, education or related field preferred.

Responsibilities

Deliver a respectful, compassionate experience for every caller, working to achieve one‑call resolution whenever possible.
Support individuals and families by scheduling appointments or connecting them with the most 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 essential demographic information and document all details accurately within the CRM and/or EMR systems.
Identify each caller’s funding source and perform brief insurance verification.
Manage and track referrals in Salesforce, including conducting necessary outbound follow‑up calls.
Achieve or exceed Contact Center KPIs and quality audit performance standards.
Maintain strict compliance with all HIPAA and PHI guidelines and protocols.
Communicate effectively and professionally with colleagues, clients, and community partners through written, verbal, and virtual channels across multiple digital platforms