Call Center Operator

Full-Time or Part-Time | Non-Exempt Hours may vary, up to 40 hours per week Minimal travel required As a Call Center Operator at The Center, you are often the first point of contact for individuals seeking behavioral health services. This role plays an essential part in creating a welcoming, compassionate, and supportive experience by helping callers access the care they need. From scheduling appointments and answering questions to responding appropriately during crisis situations, you'll help ensure every interaction reflects The Center's commitment to cultivating help, hope, and healing. Key Responsibilities: Answer and direct incoming calls professionally while gathering information to route calls appropriately or provide accurate assistance Schedule, reschedule, and cancel appointments using the Electronic Health Record (EHR) system Print daily schedules and complete appointment reminder calls Provide information regarding Open Access services and other pathways to care Create new client records, assign chart numbers, and complete first-contact documentation Route messages for medical providers, clinicians, and prescription refill requests Respond appropriately to emergency and crisis calls following agency procedures Collect client information necessary for billing when appropriate Process telephone payments for services and accurately document transactions in the EHR Complete required data entry and support other front office operations as needed Perform additional duties as assigned Requirements Minimum Qualifications High school diploma or equivalent Minimum of six (6) months of front office, customer service, public relations, or related client-facing experience Valid Kansas driver's license with favorable driving record Background free of issues related to abuse or neglect Preferred Qualifications Core Competencies Core Competencies Excellent communication and active listening skills Strong organizational and time management abilities Attention to detail and ability to accurately follow procedures Ability to remain calm and professional in high-pressure situations High level of empathy and compassion for individuals experiencing mental health challenges Commitment to confidentiality and ethical practice Strong interpersonal skills and ability to collaborate with all levels of staff Technical Skills Proficiency with computers and Windows-based applications Experience using Electronic Health Records (EHR) or similar software preferred Ability to complete data entry and documentation accurately and efficiently Familiarity with spreadsheets and electronic recordkeeping systems Ability to work independently while contributing to a collaborative team environment Comfortable managing multiple priorities in a fast-paced setting Flexible and adaptable to changing client and organizational needs Self-motivated with strong problem-solving skills and attention to detail Ability to work under deadlines while maintaining a positive, professional attitude Commitment to continuous learning and providing exceptional customer service Serve as the first point of contact for clients, families, and community members seeking behavioral health services Interact with individuals experiencing emotional distress, mental health crises, or urgent service needs with professionalism and compassion Maintain a welcoming, respectful, and supportive environment for every caller and visitor Demonstrate patience, empathy, and professionalism while protecting client confidentiality About The Center for Counseling At The Center for Counseling & Consultation, we are committed to cultivating help, hope, and healing across Central Kansas. Every phone call, every interaction, and every connection matter. As a member of our Front Office team, you'll help ensure individuals and families feel welcomed, supported, and connected to the services they need from the very first conversation. Additional Skills & Expectations This position description is not intended to be all-inclusive. Duties and responsibilities may be modified as needed. The Center is an at-will employer and complies with all applicable employment laws. #J-18808-Ljbffr The Center for Counseling and Consultation