Hybrid Call Center Representative

Shift: Monday-Friday 8AM - 4PM in office every Wednesday and other days as needed.

About the role

Community Medical Services (CMS) is hiring a Call Center Representative. Under the direction of the Call Center Supervisor, you’ll receive inbound phone calls from clients requesting information about services offered at CMS, including transportation requests and coordination, medication-assisted treatment, appointment scheduling, and general inquiries. As part of our mission to help individuals recover from substance use disorders, you’ll thrive in a supportive, engaging, and fulfilling work environment where your contributions are valued.

Responsibilities

• Answer all calls with a sense of urgency and effectively manage a high volume of inbound calls in a courteous and professional manner
• Able to navigate electronic medical records
• Use established protocols to determine client eligibility for various services
• Coordinate requests with transportation providers
• Resolve client concerns and escalate elevated concerns to supervisor
• Document interactions with clients and potential clients appropriately in electronic health records and on tracking documentation and call logs

Requirements

• High school diploma or GED required
• 2+ years of experience working in a high-volume call center and/or healthcare customer service department preferred but not required
• Bilingual preferred but not required
• Ability to work flexible hours including nights, weekends, and holidays
• Basic to intermediate computer knowledge and strong typing skills
• Sensitivity to individuals with substance use disorder
• Problem solving, conflict resolution, and strong customer service skills
• Passion, humility, integrity, positive attitude, mission-driven, and self-directed
• Excellent verbal and written communication skills
• Strong team player comfortable working in a fast-paced setting
• Flexible with the ability to work in a continuously changing environment

Skills

• Frequent use of Microsoft Office products, including Outlook, Word, Excel, and PowerPoint
• Ability to use the internet and various web browser software
• Ability to use a phone, computer, printer, copier, fax machines, and other office equipment

Physical Working Conditions

• Requires prolonged sitting, standing, frequent bending, stooping, or stretching
• Frequent and prolonged typing, operation of computer, keyboard, and telephones required
• Occasional use of fax machines, telephones, copiers, and other office equipment
• Must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds

Benefits

Full-time employees receive a benefits package that includes:

• Subsidized medical, dental, and vision insurance
• Health savings account
• Short and long-term disability insurance
• Life insurance
• Paid sick, vacation, and holiday time
• 401K retirement plan with match
• Tuition and CME reimbursement up to 100%
• Employee assistance program to support mental health and wellness
• Ongoing professional development

About Community Medical Services

Community Medical Services (CMS) is a CARF-accredited addiction treatment program providing outpatient medication-assisted treatment, one-on-one counseling, and group counseling to those seeking help with opioid use disorder. Headquartered in Arizona with more than 70 treatment clinics in 14 states, CMS is dedicated to meeting the challenges presented by the growing opioid epidemic in communities where treatment is lacking.