Call Center Representative

Overview

Shift: 7:30AM-3:30PM on Monday, Tuesday, Thursday, Friday and 4:30AM-12:30PM on Saturdays (off on Wednesdays and Sundays)

Under the direction of the Call Center Supervisor, the Call Center Representative is responsible for receiving inbound phone calls from clients requesting information pertaining to services offered at CMS, including but not limited to transportation requests and coordination, information regarding medication-assisted treatment, appointment scheduling, and general inquiries.

As you join our mission to help those suffering from substance use disorders reclaim their lives, expect to thrive in a comfortable, welcoming, and fun environment where you are valued for the work you do, championed by passionate leaders, and equipped with the tools and ongoing training you need to achieve your goals.

Along the way, we'll invest in your well-being through a benefits package for full-time employees that includes:

• Subsidized medical, dental, and vision insurance
• Health savings account
• Short and long-term disability insurance
• Life insurance
• Paid sick, vacation, and holiday time
• 401K retirement plan with match
• Tuition and CME reimbursement up to 100%
• Employee assistance program to support your mental health and wellness
• Ongoing professional development

Responsibilities

Responsiblities:

• Answer all calls with a sense of urgency and effectively manages a high volume of inbound calls in a courteous and professional manner
• Able to navigate electronic medical records
• Uses established protocols to determine client eligibility for various services
• Coordinates requests with transportation providers
• Resolves client concerns and escalates elevated concerns to supervisor
• Documents interactions with clients and potential clients appropriately in electronic health records and on tracking documentation and call logs

Qualifications

Education, Certification and Experience Requirements

• Basic to intermediate computer knowledge and strong typing skills
• Sensitivity to individuals with substance use disorder
• Problem solving, conflict resolution, and strong customer service skills
• Passion, humility, integrity, positive attitude, mission-driven, and self-directed
• Excellent verbal and written communication skills
• Strong team player comfortable working in a fast-paced setting
• Flexible with the ability to work in a continuously changing environment
• High school diploma or GED required
• 2+ years of experience working in a high-volume call center and/or healthcare customer service department preferred but no required
• Bilingual preferred but not required
• Ability to work flexible hours including nights, weekends, and holidays

Tools and Equipment Requirements

• The ability to use a phone, computer, printer, and copier is required
• Frequent use of Microsoft office products, including but not limited to Outlook, Word, Excel, and PowerPoint
• The ability to use the internet and various web browser software is required

Physical Working Conditions and Office Setting Description

• Requires prolonged sitting, standing, frequent bending, stooping, or stretching
• Frequent and prolonged typing, operation of computer, keyboard, and telephones required
• Requires occasional use of fax machines, telephones, copiers, and other office equipment
• Employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and or move up to 50 pounds

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