Call Center Specialist

Insight Global; United States; On-site; USD 27,000 - 39,000; Part time

Job summary

Insight Global is seeking a Client Support Specialist to assist clients seeking high-quality outpatient mental health care, primarily via phone and chat. You will conduct needs assessments, answer benefit, product and technical questions, and coordinate with HR managers for events.

The role involves triaging complex cases to clinicians and supporting clients throughout their care journey. This is a high-volume, full-contact center environment requiring empathy, strong communication, and comfort

Qualifications

• Strong time management skills with flexibility.
• Conduct needs assessment and educate clients via phone and chat.
• Prioritize safety and escalate when needed.
• Experience with critical call center roles such as 911 dispatch or mental health services.
• Excellent written and verbal communication.

Responsibilities

• Support clients via phone and chat; conduct needs assessments.
• Answer benefit, product, and technical questions.
• Coordinate support for major events with HR managers.
• Triage complex cases to clinicians.
• Provide training and support during the care journey.

Skills

Time management

Needs assessment

Communication

Zendesk

Salesforce

Chat tools

Job description

Duration: 5-month contract with the possibility for extensions

Pay Rate: $24/hr

Targeted Start Date: ASAP

Required Skills & Experience

• Demonstrate strong time management skills and flexibility in fielding the unexpected throughout the workday
• Conduct needs assessment and educate clients about Lyra's services and benefit offerings primarily via phone and chat
• Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and escalatre to ensure clients receive an appropriate level of support
• Engage in feedback and frequent self-assessment of strengths and areas for growth
• Work well in a structured team environment
• Demonstrate flexibility with shift changes.
• Excellent communication skills: written and verbal
• Experience with Zendesk, Salesforce, and/or Chat tools; otherwise you pride yourself on picking up new tools/systems quickly - Candidates should have past experience in a critical Call center role (911 dispatch, mental health service, Insurance)

Nice to Have Skills & Experience

• You are passionate about improving mental health care and excited by our mission of leveraging technology to scale access to evidence-based therapies.

Job Description

The Client Support Specialist will support clients seeking high-quality outpatient mental health care primarily via phone and chat, conducting needs assessments, answering benefit, product and technical questions. The specialist will also support HR Managers and Customer Representatives coordinate support for major events and team support. The specialist will partner cross functionally to triage clients with complex needs to our clinicians. This role will work primarily with clients and will be the first point of contact for clients reaching out for the first time via phone, chat and email. Team will provide extensive training on how to support our members and meet them where they are in their care journey. The specialist will need to be comfortable discussing sensitive topics. Above all, this specialist is committed to supporting each and every client that reaches out with competency and compassion. This is a high volume full contact center environment. Focus on calls and chats are required as part of the role.