Contact Center Specialist II

Role Overview

• Ensure all callers are met with a tone of respect, compassion, and resolution while meeting standard call handling metrics.
• Assist individuals and families in connecting with and scheduling services which are most appropriate to their needs.
• Schedule new patient appointments with the most appropriate service line and/or best matched clinician.
• Provide brief telephone screening of clinical need and level of care required.
• Collect basic information from individuals seeking services and document contact in CRM and/or EMR.
• Manage specialty referral partners through concierge screening, assessment, referral and scheduling.
• Complete tele-video screening, test sessions, and scheduling for all patients of virtual/telehealth care.
• Capture funding source and complete brief insurance verification.
• Assess and provide intervention and/or connection to help for crisis callers.

Requirements

• Bachelor’s degree in human services, psychology, social services, education or related field preferred
• Minimum of 4 years of experience working in health care, customer service, or other contact center setting
• Prior experience using an EMR, CRM, and/or scheduling software a plus
• Experience with telehealth communications tools including, but not limited to, Zoom.
• Proficiency in basic computer hardware functionality and skilled in computer software functionality.
• Regular and reliable attendance is required.

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
• AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
• Employee Resource Groups
• Continuing education opportunities
• Employee Assistance Program