TASC Call Center Administrative Assistant

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

TASC Call Center Administrative Assistant

Location: TASC Call Center-Remote

Schedule: Full-Time | Schedule based on program needs

Position Summary

Coastal Horizons Center is seeking a TASC Call Center Administrative Assistant to serve as a welcoming first point of contact for clients, referral sources, and community partners. This position provides administrative support for referrals, scheduling, documentation, appointment reminders, and warm handoffs while helping ensure clients receive timely access to services.

The Administrative Assistant manages high-volume calls and shared referral systems, assists clients with intake materials, coordinates appointments, and supports Call Center and local TASC staff. This position follows approved scripts and protocols and promptly escalates clinical, safety, eligibility, or assessment concerns to the appropriate qualified staff.

What You'll Do

• Answer incoming calls, return messages, verify approved client identifiers and safe contact preferences, and route callers to the appropriate staff.
• Provide clear information about next steps using approved scripts and procedures.
• Use approved scripts to identify stated immediate danger or urgent needs and immediately transfer clinical or safety concerns to qualified staff.
• Monitor shared referral queues, inboxes, voicemail, and schedules to identify duplicate referrals, missing information, approaching deadlines, and unassigned work.
• Schedule and reschedule secure-video and in-person appointments.
• Maintain designated rapid-access appointment availability and schedule clients into appropriate local handoff appointments.
• Assist clients with accessing the Coastal Horizons HIPAA-configured intake packet and provide approved links and instructions.
• Provide nonclinical assistance with intake materials while ensuring clients are not required to complete electronic materials in order to receive services.
• Send appointment confirmations and reminders and document contact attempts in electronic medical record systems.
• Track unreachable clients and canceled, missed, or incomplete appointments for appropriate follow-up.
• Use electronic health records, scheduling systems, document management platforms, communication systems, phone systems, and other technology to complete assigned duties.
• Troubleshoot routine system issues and elevate unresolved technical or workflow concerns.
• Verify that the receiving Care Manager has documented acceptance before reassigning clients to their home county and local Care Manager.
• Maintain operational resources, including scripts, contact lists, provider information, downtime materials, reports, meeting materials, and onboarding resources.
• Provide responsive, respectful, and trauma-informed customer service while managing frequent calls, interruptions, sensitive information, and competing priorities.
• Follow established scripts and protocols accurately and recognize situations requiring clinical or supervisory escalation.
• Support Call Center and local TASC staff with administrative coordination and workflow needs.
• Perform other duties as assigned.

What You'll Need

Required:

• High school diploma or equivalent.

Preferred:

• Associate degree in business administration, office administration, healthcare administration, human services, or a related field.
• Two years of relevant administrative, call center, customer service, healthcare, or human services experience.
• Experience working with electronic health records, multi-calendar scheduling, high-volume phone systems, data entry, and Microsoft 365.
• Demonstrated ability to provide calm, respectful, patient, and trauma-informed service to individuals with varied communication, technology, language, and accessibility needs.

Knowledge & Skills

• Strong customer service and communication skills.
• Ability to manage frequent calls, interruptions, sensitive information, and competing deadlines.
• Ability to follow scripts and established protocols accurately while recognizing when a concern requires immediate clinical or supervisory escalation.
• Strong attention to detail and ability to maintain accurate records and documentation.
• Ability to learn and navigate multiple electronic systems and investigate routine workflow issues.
• Ability to communicate professionally with clients, coworkers, probation staff, treatment providers, and community partners.
• Ability to organize competing priorities, meet deadlines, and adapt to changing service demands.
• Ability to maintain confidentiality, professional boundaries, and privacy and security requirements.
• Proficiency with Microsoft 365 and the ability to learn electronic documentation, scheduling, virtual meeting, secure-video, and other technology platforms.
• Ability to provide compassionate and trauma-informed service to individuals seeking behavioral health and substance use services.

Work Environment & Physical Requirements

This position involves frequent phone and computer work in an administrative/call center environment. The employee must be able to manage frequent interruptions, maintain confidentiality, and work effectively in a high-volume setting.

The position requires the ability to perform essential functions involving stooping, standing, walking, fingering, grasping, talking, hearing, and repetitive motions. The position involves sedentary work requiring occasional lifting, carrying, pushing, pulling, or moving objects weighing up to 10 pounds.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Why Join Coastal Horizons?

Join a mission-driven organization providing behavioral health, substance use, and community-based services that support healthier lives, stronger families, and safer communities. In this role, you'll help make the first connection to services a welcoming, organized, and supportive experience for clients and families.