Call Center Representative

Community Medical Services; Phoenix (AZ); On-site; USD 20,664,000 - 27,552,000; Full time

Benefits offered by this job

Health insurance

HSA account

Disability insurance

Life insurance

Paid time off (sick/vacation/holiday)

Job summary

Community Medical Services is hiring a Call Center Representative to handle inbound calls, provide information on CMS services, and coordinate transportation and appointments. You will navigate electronic records, assess eligibility, and document interactions with clients.

The role emphasizes compassionate service, a fast-paced environment, and teamwork. High school diploma or GED is required; 2+ years in a high-volume call center or healthcare setting is preferred.

Qualifications

• Experience in a high-volume call center or healthcare customer service is preferred.
• Strong typing and basic to intermediate computer skills.
• Empathy for individuals with substance use disorder and excellent communication skills.

Responsibilities

• Answer inbound calls with urgency and professionalism.
• Navigate electronic medical records to retrieve or update information.
• Determine client eligibility using established protocols.
• Coordinate transportation requests with providers.
• Document interactions in health records and call logs.
• Escalate concerns to supervisor as needed.

Skills

High-volume call center

Customer service

Bilingual (preferred)

Education

High school diploma or GED

Tools

Microsoft Office

EMR systems

Job description

Community Medical Services (CMS) is hiring a Call Center Representative. 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 part of our mission to help individuals recover from substance use disorders, you’ll thrive in a supportive, engaging, and fulfilling work environment where your contributions are valued.

Benefits Package

• 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

• 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

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

About Community Medical Services

Community Medical Services (CMS) is a CARF accredited addiction treatment program providing services in the form of outpatient medication-assisted treatment and one on one and group counseling to those seeking help with their opioid use disorder. Headquartered in Arizona with more than 70 treatment clinics in 14 states, CMS is dedicated to meeting the challenges presented by the growing opioid epidemic in communities where treatment is lacking.

Our Commitment

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, disability status, sexual orientation, gender identity, age, protected veteran status or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Other Conditions

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.