Remote Call Center & Intake Specialist

Coastal Horizons; United States; Remote; USD 36,000 - 56,000; Full time

Job summary

Coastal Horizons is seeking a TASC Call Center Administrative Assistant to serve as the first point of contact for clients, referral sources, and partners. You will handle high-volume calls, manage referrals, scheduling, and intake assistance within a trauma-informed framework.

Responsibilities include routing calls, using approved scripts, and escalating clinical or safety concerns. Proficiency with Microsoft 365 and EMR systems is important, with a focus on timely access to services.

Qualifications

• Requires high school diploma or equivalent.
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Responsibilities

• Answer incoming calls and route to appropriate staff.
• Provide information with approved scripts and procedures.
• Identify urgent clinical or safety concerns and escalate appropriately.
• Monitor referral queues and schedules for deadlines and missing information.
• Schedule and reschedule secure-video and in-person appointments.
• Maintain rapid-access appointment availability and local handoff scheduling.
• Assist clients with HIPAA-configured intake materials and links.
• Provide nonclinical assistance with intake materials.
• Send confirmations and reminders; document contact attempts in EMR.
• Track unreachable clients and follow up on missed appointments.
• Use EMR, scheduling systems, and other tech to complete duties.
• Troubleshoot routine system issues and escalate unresolved ones.
• Verify care manager acceptance before reassigning clients to home county.
• Maintain resources: scripts, provider info, reports, onboarding docs.
• Provide trauma-informed, respectful customer service under pressure.
• Follow scripts and escalate when clinical supervision is needed.
• Support Call Center staff with coordination and workflow.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Professional communication

Education

High school diploma or equivalent

Associate degree in business/office/healthcare administration

Two years administrative/call center experience

Tools

Electronic health records

Multi-calendar scheduling

High-volume phone systems

Data entry

Microsoft 365

Job description

Coastal Horizons is seeking a TASC Call Center Administrative Assistant to serve as the first point of contact for clients, referral sources, and partners. You will handle high-volume calls, manage referrals, scheduling, and intake assistance within a trauma-informed framework.

Responsibilities include routing calls, using approved scripts, and escalating clinical or safety concerns. Proficiency with Microsoft 365 and EMR systems is important, with a focus on timely access to services.