Contact Center Specialist

Centerstone Contact Center Specialist

Centerstone is committed to delivering care that changes people's lives. The goal of the Centerstone Contact Center is to provide an easily accessible, efficient, single point of access to all those inquiring after Centerstone Services. Those inquiries will be met with excellent customer experience that include screening, appropriate referral, scheduling, and support- all provided while striving for single call resolution.

The Centerstone Contact Center Specialist is an integral component of our Centerstone team. This position often serves as the first point of contact our patients have with Centerstone. The position requires excellence in customer service and compassionate care supported by a thorough understanding of the organization's treatment and support programs. The ideal candidate must demonstrate a working knowledge of behavioral health basics and understand health insurance benefits.

Essential duties and responsibilities include:

• 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.

Knowledge, skills, and abilities:

• Demonstrated excellence in customer service, patient engagement, and overall customer communication.
• Strong verbal and written communication skills required.
• Ability to work independently in a remote environment as well as collaboratively within a team.
• Experience using EMR, CRM, and/or scheduling software is preferred.
• 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.

Qualifications:

Education Level: High school diploma or GED required. Bachelor's degree in human services, psychology, social services, education or related field preferred.

Years of Experience: Minimum of 2 years of experience working in health care, customer service, or other Contact Center setting.

Certification/Licensure: None required.

Physical Requirements:

Standing - 10%

Sitting - 90%

Squatting - occasional

Driving - occasional

Kneeling - occasional

Lifting - occasional

Bending - occasional

Time Type: Full time

Pay Range: $15.75--$22.00

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

Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect.

Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. We are committed to a culture of empowerment, respect, integrity, and expertise that powers our innovation and connects us to each other, our clients, and the communities we serve.