Call Center Support Specialist

Position Summary:

This position is responsible for assisting clients, vendors, staff members, or any customer contacting the agency via telephone or secure email. The person must be able to communicate with professionalism and the highest regard for customer service. The person must have basic computer skills and understand the basic use of unified communications hardware/software in a Call Center setting.

Key Responsibilities:

• Answer incoming phone calls including but not limited to:

• Scheduling
• Agency/program related questions
• Medication Refills
• Crisis triage/988 triage
• Appointment details
• Medical records requests
• General organizational and resource information
• Perform several receptionist duties:

• Cultivating a professional, pleasant, and efficient conduct when greeting all callers.
• Verifies client contact information to a degree of 100% accuracy and updates, as necessary.
• Knowledgeable about agency policies and procedures
• Responsive and accurate in directing calls to the appropriate department or staff member.
• Encourages clients to reschedule immediately when cancelling appointments, verifies if medication refills are needed at time of reschedule.
• This work schedule is flexible, based on business needs, and dependent upon times of high call volume. Work hours range from 8am-5pm.
• Schedules interpreting services via 3rd-party website, as needed.
• Manages incoming referrals based on current process and makes outreach within 3-business days; documents all outreach to referrals and follows up with referral sources, as needed.
• Answers calls with efficiency
• Maintains communication with the caller until the issue is resolved and all questions are answered; Follows one call resolution model.

• May be responsible for covering an evening shift and flex overtime.
• Reports daily activities and other pertinent information to a degree of 100% accuracy.
• Escalates complaints promptly and to the correct agency personnel.
• Securing all client information in assigned place before leaving to a degree of 100% accuracy.
• Demonstrates pleasant, professional, and efficient conduct in person and on the telephone as evidence by receiving no complaints regarding voice tone, accuracy, kindness, and responsiveness.
• Provides support to the clinical staff of the agency as needed.
• Develops and maintains positive collaboration with other community resources and referral agencies.
• Safety captain for their location.
• Maintains agency-required annual training including HIPAA, client rights and grievances, safety training, infection control, crisis training, and others as required by ODMH/ODADAS.
• Adheres to all organizational and departmental policies, including compliance with all behavioral and

ethical expectations.

14. Responds to tasks assigned by Support Management Team and Senior Administration promptly and meets all stated deadlines.

15. Assists other support staff in their absence and with overflow of other duties.

16. Has no unexcused absence from assigned meetings and trainings.

17. Have no more than two unexcused absences per quarter.

18. Other clerical tasks and duties as assigned by Support Management Team.

19. Adheres to all organizational and departmental policies, complying with all behavioral and ethical expectations.

20. Completes all agency-required training, including but not limited to client rights and grievances, safety training, infection control, etc.

21. Demonstrates and supports the company core values TCN C.A.R.E.S. “Commitment, Accountability, Respect, Empathy, Service”

Minimum Qualifications:

• Education: High School Diploma or Equivalent.
• Certification: First Aid/CPR; Crisis De-escalation.
• Other: Prefer previous work in Community Behavioral Health/Addiction Treatment
• Setting or other Social Service organization; at least one year in customer service or Call Center position; Experience working with multi-line phone and computer system.

Knowledge, Skills, & Abilities:

Knowledge of:

• Unified communications hardware and software operation.
• Electronic Health Records.
• Microsoft Office Suite of products including Teams, Word, Excel, and Outlook.
• HIPPA Standards.

Skills:

• Capacity to perform duties effectively under potential emotional stress and conflict situations.
• Proficiency in utilizing basic computer skills and office equipment for documentation and communication purposes.
• Practice of a client-focused approach, demonstrating active listening skills, reading comprehension, critical thinking, and leadership abilities.

Abilities:

• Willingness and physical capability to engage in activities essential to meet the fundamental needs of individuals served. This includes occasional assistance in relocating individuals to new living situations, aiding with shopping, and instructing daily living skills, as necessary.
• Ability to effectively communicate with clients and the public using empathy and active listening skills. Demonstrate accurate data entry skills. Knowledge retention skills. Ability to think critically and solve problems for positive outcomes.
• Lifting to 25 pounds, use of computer keyboard for data entry, sitting for periods of time, bending, stooping, reaching, ability to see, hear, and communicate information clearly.