Contact Center Specialist

Centerstone; United States; Remote; USD 45,130,000 - 63,039,000; Full time

Benefits offered by this job

Medical, dental, and vision health cov

401k retirement plan with company mix

Paid time off and ten paid holidays

AD&D Insurance, Life Insurance, and LT

Employee Assistance Program

Job summary

Centerstone is a national nonprofit behavioral health system committed to accessible care. The Contact Center Specialist serves as the first contact, delivering compassionate service, scheduling appointments, and guiding callers to the right clinicians while maintaining HIPAA compliance.

This fully remote role requires strong communication, experience with EMR/CRM systems, and the ability to work independently in a remote environment while staying reliable and punctual; a high school diploma is

Qualifications

• High school diploma or GED required; bachelor's degree preferred.
• Minimum 2 years in health care, customer service, or contact center.
• Excellent communication and attention to privacy and HIPAA guidelines.

Responsibilities

• Deliver a respectful, compassionate experience for every caller with one-call resolution when possible.
• Schedule appointments or connect callers with appropriate clinicians and services.
• Conduct crisis screening assessments and coordinate with crisis teams as needed.
• Gather demographic information and document accurately in CRM/EMR.
• Identify funding sources and perform brief insurance verification.
• Manage referrals in Salesforce and conduct outbound follow-up calls.
• Meet or exceed Contact Center KPIs and quality audit standards.

Skills

Customer service

Excellent communication

Remote work capability

Team collaboration

Education

High school diploma or GED

Bachelor's degree in related field

Tools

EMR/CRM software

Scheduling software

CRM systems

Video conferencing

Team chat platforms

Job description

## Contact Center SpecialistApply: Fully Remote: Remote - Florida: Full time: Posted Today: JR-032826Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team!**JOB DESCRIPTION:****SUMMARY OF POSITION**Centerstone is committed to delivering care that changes people’s lives. The goal of the Centerstone Contact Center is to provide an easily accessible, efficient, single point of access to all those inquiring after Centerstone Services. Those inquiries will be met with excellent customer experience that include screening, appropriate referral, scheduling, and support- all provided while striving for single call resolution.The Centerstone **Contact Center Specialist** is an integral component of our Centerstone team. This position often serves as the first point of contact our patients have with Centerstone. The position requires excellence in customer service and compassionate care supported by a thorough understanding of the organization’s treatment and support programs. The ideal candidate must demonstrate a working knowledge of behavioral health basics and understand health insurance benefits.**ESSENTIAL DUTIES & RESPONSIBILITIES**• Deliver a respectful, compassionate experience for every caller, working to achieve one‐call resolution whenever possible. • Support individuals and families by scheduling appointments or connecting them with the most appropriate clinicians and services based on identified needs. • Complete crisis screening assessments and coordinate with crisis or mobile crisis teams when immediate intervention is required. • Gather essential demographic information and document all details accurately within the CRM and/or EMR systems. • Identify each caller’s funding source and perform brief insurance verification. • Manage and track referrals in Salesforce, including conducting necessary outbound follow‐up calls. • Achieve or exceed Contact Center KPIs and quality audit performance standards. • Maintain strict compliance with all HIPAA and PHI guidelines and protocols. • Communicate effectively and professionally with colleagues, clients, and community partners through written, verbal, and virtual channels across multiple digital platforms**KNOWLEDGE, SKILLS & ABILITIES*** Demonstrated excellence in customer service, patient engagement, and overall customer communication.* Strong verbal and written communication skills required.* Ability to work independently in a remote environment as well as collaboratively within a team.* Experience using EMR, CRM, and/or scheduling software is preferred.* Familiarity with integrated communication platforms, including team chat, video conferencing, and call‐handling systems.* Proficiency in basic computer hardware and skilled in computer software functionality.* Receptive to supervisory feedback and direction.* Consistent, reliable, and punctual attendance is essential.**QUALIFICATIONS****Education Level**High school diploma or GED required. Bachelor’s degree in human services, psychology, social services, education or related field preferred.**Years of Experience**Minimum of 2 years of experience working in health care, customer service, or other Contact Center setting.**Certification/Licensure**None required.**PHYSICAL REQUIREMENTS**Standing - 10%Sitting - 90%Squatting - occasionalDriving - occasionalKneeling - occasionalLifting - occasionalBending - occasional**Time Type:**Full time**Pay Range:**$15.75--$22.00Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:* Medical, dental, and vision health coverage* Flexible Spending and Health Savings Accounts* 403b retirement plan with company match* Paid time off and ten paid holidays* AD&D Insurance, Life Insurance, and Long Term Disability (company paid)* Employee Resource Groups* Continuing education opportunities* Employee Assistance Program*Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect.*At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our Culture.Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. We are committed to a culture of empowerment, respect, integrity and expertise that powers our innovation and connects us to each other, our clients and the communities we serve.Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety.