Call Center Crisis Agent

Team Wellness Center is seeking a dedicated and compassionate Call Center Crisis Agent to join our team. This role serves as the first point of contact for individuals reaching out to our outpatient clinics. As a Crisis Agent, you will play a vital role in providing high-quality customer service, scheduling appointments, accurately documenting information, and—most importantly—supporting callers in urgent or crisis situations with professionalism, empathy, and care.

Shifts Available:

8:30am-5pm M-Friday

9:30am-6pm M-Friday

Key Responsibilities

• Answer and route incoming calls promptly and courteously, ensuring excellent customer service at all times.
• Scribe and document information accurately in electronic systems.
• Schedule and confirm appointments for clinical staff.
• Assess and respond to crisis calls, including situations involving suicide risk, abuse, or violence.
• Apply crisis intervention techniques, including lethality assessment, de-escalation, and problem-solving strategies.
• Facilitate stabilization of situations as quickly and safely as possible.
• Act as a liaison between Team Wellness Center locations, Health Home team members, and external partners.
• Follow up on missed appointments, including post-hospital discharge coordination.
• Maintain compliance with training, certifications, and organizational policies.
• Generate reports and complete administrative tasks as assigned.
• Promote and maintain a welcoming and professional call center environment.

Qualifications

• High school diploma or equivalent required.
• Strong organizational, computer, and multitasking skills.
• Excellent professional phone etiquette and communication skills.
• Ability to remain calm, compassionate, and solution-focused in crisis scenarios.
• Valid Driver’s License with acceptable driving record.
• Reliable transportation to travel between office/work locations and transport consumers when needed (HIPAA-compliant).
• Must receive crisis worker certification (training provided).
• Dependable, team-oriented, and committed to providing exceptional service.

What We Offer

• Competitive compensation and benefits package.
• Medical, dental, and vision insurance.
• Paid vacation, 10 paid holidays, and floating paid days off.
• Longevity bonus program.
• Tuition reimbursement.
• Opportunities for growth and professional development.

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $16