Contact Center Specialist
Centerstone
full-time
Posted on:
Location Type: Remote
Location: Tennessee • United States
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Salary
💰 $16 - $22 per hour
About the role
- 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.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
crisis screening assessmentsinsurance verificationappointment schedulingContact Center KPIsquality audit performance standardsdemographic information documentationreferral management
Soft Skills
communication skillscompassionate experienceindependent workteam collaborationreceptiveness to feedbackreliabilitypunctuality
Certifications
high school diplomaGEDBachelor’s degree in human servicesBachelor’s degree in psychologyBachelor’s degree in social servicesBachelor’s degree in education