Contact Center Specialist

SUMMARY OF POSITION

The Centerstone Contact Center Specialist provides an easily accessible, efficient, single point of access to all those inquiring after Centerstone Services. The position often serves as the first point of contact for patients and requires excellence in customer service and compassionate care.

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.
• Certain 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 - occasional
• Lifting - occasional
• Bending - occasional
• Kneeling - occasional

Benefits

• 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

Pay Range

The entry pay range for this position is $16.50 to $18.22 per hour, with the final starting rate determined based on relevant experience and qualifications.

Company Information

• 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.
• 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.