Aurora Response and Support Call Center (Healthcare/Mental Health) - Remote 2nd/3rd shift

Job Description

Job Description

Your New Beginning Starts Here!

Employee-Owned, Mission-Driven

Celebrating 40 years!

We’re more than a human services agency—we’re partners in transformation, walking alongside you on the journey to a fuller, richer life.

We are seeking passionate and committed individuals to work in our call center; providing a one-stop resource for individuals needing a wide range of services, providing telephonic assistance with the Employee Achievement Program (EAP), Crisis Line, Scheduling/On Call, Injury Hotline, and Mental Health Support.

For 40 years, Aurora has been a leader in providing customized services that support individuals with disabilities, chronic mental illness, and traumatic brain injuries in residential settings. We value employees that are passionate about making people smile every day by empowering them to live as independently as possible.

Hiring in Wisconsin, Colorado or Michigan

Responsibilities

• Manage activities securely and confidentially while maintaining professional therapeutic boundaries
• Operate a multiple-line telephone system and respond to calls promptly
• Prioritize a variety of incoming calls/emails and direct to appropriate resource
• Provide assistance/support while utilizing problem resolution techniques
• Analyze and de-escalate calls as necessary, remaining calm in any type of situation
• Document telephonic support services and maintain accurate schedules
• Write reports and correspondence
• Conduct calendar/appointment reminders or modifications
• Communicate training tracking/documentation to corporate office
• Effectively present information to individuals, small groups, staff, and management
• Provide team support and assistance in orientation/training of new team members
• Answer questions clearly, completely, and precisely
• Creatively problem solve, implement organizational multi-tasking, and provide excellent customer service in demanding situations
• Attend department/management meetings as scheduled
• Ensure safe work practices
• Perform other duties as assigned

Competencies

• Problem Solving - identify and resolves problem in a timely manner, gathering and analyzing information skillfully
• Interpersonal Skills - maintain confidentiality, remaining open to others’ ideas and exhibiting willingness to try new things
• Oral Communication - speak clearly and persuasively in positive or negative situations; demonstrating group presentation and meeting skills
• Written Communication - edit work for spelling and grammar, presenting numerical data effectively, and ability to read and interpret written information
• Planning/Organizing – prioritize and plan work activities, using time efficiently, and develop realistic action plans
• Quality Control - ensure accuracy, quality, and thoroughness by effectively monitoring own work
• Adaptability – adapt to changes in the work environment, manage competing demands, and deal with frequent change, delays, or unexpected events
• Dependability – consistently at work and on time, following instructions, responding to management direction, and soliciting feedback to improve performance
• Safety and Security - actively promote, personally observe, and promote safety/security procedures, using equipment and materials properly

Benefits may Include:

• Option to get paid after payday
• Employee discount - Verizon and Dell
• Health Insurance
• Life Insurance
• Dental Insurance
• Vacation/Personal Hours
• Employee Stock Ownership
• 401-K
• Employee Achievement Program
• Longevity Bonus for Part Time or Full Time Employees
• Casual dress (no uniforms), fun work atmosphere
• And more

Training is held Monday - Friday 6a-2p/8a-4p CST for rouhly 3 weeks

If you are looking to make a difference, join the Aurora team! Aurora Community Services is proud to be an Employee Owned Company! An EOE/AA Employer