Communications Specialist Jobs

About The Position

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.