Call Center Operator

The Center for Counseling and Consultation; Kansas; On-site; USD 30,000 - 40,000; Full time

Job summary

The Center for Counseling and Consultation in Kansas is seeking a Call Center Operator to be the first point of contact for individuals seeking behavioral health services. You will help callers access care, schedule appointments, and respond with compassion during crises, ensuring each interaction reflects our commitment to help, hope, and healing.

Responsibilities include answering calls, routing them, maintaining appointments in the EHR, and handling billing-related data.

Qualifications

• High school diploma or equivalent.
• Minimum six months of front office, customer service, public relations, or related client-facing experience.
• Valid Kansas driver's license with favorable driving record.
• Background free of issues related to abuse or neglect.

Responsibilities

• Answer and direct incoming calls professionally while gathering information to route calls.
• Schedule, reschedule, and cancel appointments using the EHR system.
• Print daily schedules and complete appointment reminder calls.
• Provide information regarding Open Access services and other pathways to care.
• Create new client records, assign chart numbers, and complete first-contact documentation.
• Route messages for medical providers, clinicians, and prescription refill requests.
• Respond to emergency and crisis calls following agency procedures.
• Collect client information for billing when appropriate.
• Process telephone payments and document transactions in the EHR.
• Complete required data entry and support other front office operations.

Skills

Excellent communication

Active listening

Organizational skills

Time management

Attention to detail

Calm under pressure

Empathy

Compassion

Interpersonal skills

Confidentiality

Education

High school diploma or equivalent

Tools

EHR software

Windows-based applications

Spreadsheets

Job description

Full-Time or Part-Time | Non-Exempt
Hours may vary, up to 40 hours per week
Minimal travel required

As a Call Center Operator at The Center, you are often the first point of contact for individuals seeking behavioral health services. This role plays an essential part in creating a welcoming, compassionate, and supportive experience by helping callers access the care they need. From scheduling appointments and answering questions to responding appropriately during crisis situations, you'll help ensure every interaction reflects The Center's commitment to cultivating help, hope, and healing.

Key Responsibilities:

Answer and direct incoming calls professionally while gathering information to route calls appropriately or provide accurate assistance

Schedule, reschedule, and cancel appointments using the Electronic Health Record (EHR) system

Print daily schedules and complete appointment reminder calls

Provide information regarding Open Access services and other pathways to care

Create new client records, assign chart numbers, and complete first-contact documentation

Route messages for medical providers, clinicians, and prescription refill requests

Respond appropriately to emergency and crisis calls following agency procedures

Collect client information necessary for billing when appropriate

Process telephone payments for services and accurately document transactions in the EHR

Complete required data entry and support other front office operations as needed

Perform additional duties as assigned

Requirements

Minimum Qualifications

High school diploma or equivalent

Minimum of six (6) months of front office, customer service, public relations, or related client-facing experience

Valid Kansas driver's license with favorable driving record

Background free of issues related to abuse or neglect

Preferred Qualifications

Core Competencies

Core Competencies

Excellent communication and active listening skills

Strong organizational and time management abilities

Attention to detail and ability to accurately follow procedures

Ability to remain calm and professional in high-pressure situations

High level of empathy and compassion for individuals experiencing mental health challenges

Commitment to confidentiality and ethical practice

Strong interpersonal skills and ability to collaborate with all levels of staff

Technical Skills

Proficiency with computers and Windows-based applications

Experience using Electronic Health Records (EHR) or similar software preferred

Ability to complete data entry and documentation accurately and efficiently

Familiarity with spreadsheets and electronic recordkeeping systems

Ability to work independently while contributing to a collaborative team environment

Comfortable managing multiple priorities in a fast-paced setting

Flexible and adaptable to changing client and organizational needs

Self-motivated with strong problem-solving skills and attention to detail

Ability to work under deadlines while maintaining a positive, professional attitude

Commitment to continuous learning and providing exceptional customer service

Serve as the first point of contact for clients, families, and community members seeking behavioral health services

Interact with individuals experiencing emotional distress, mental health crises, or urgent service needs with professionalism and compassion

Maintain a welcoming, respectful, and supportive environment for every caller and visitor

Demonstrate patience, empathy, and professionalism while protecting client confidentiality

About The Center for Counseling

At The Center for Counseling & Consultation, we are committed to cultivating help, hope, and healing across Central Kansas. Every phone call, every interaction, and every connection matter. As a member of our Front Office team, you'll help ensure individuals and families feel welcomed, supported, and connected to the services they need from the very first conversation.

Additional Skills & Expectations

This position description is not intended to be all-inclusive. Duties and responsibilities may be modified as needed. The Center is an at-will employer and complies with all applicable employment laws.