Centerstone

Delivering care that changes people's lives. 1-877-HOPE123

Contact Center Specialist

Call Center RepresentativeCall Center RepresentativeFull TimeRemoteTeam 1,001-5,000Since 1997H1B SponsorCompany SiteLinkedIn

Location

Tennessee

Posted

4 days ago

Salary

$15 - $22 / hour

High School2 yrs expEnglish

Job Description

• 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.

Job Requirements

  • High school diploma or GED required
  • Bachelor’s degree in human services, psychology, social services, education or related field preferred
  • Minimum of 2 years of experience working in health care, customer service, or other Contact Center setting
  • Experience using EMR, CRM, and/or scheduling software is preferred
  • Strong verbal and written communication skills required.
  • Ability to work independently in a remote environment as well as collaboratively within a team.
  • 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.

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

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