Overnight Call Center Specialist

Cenikor Foundation - Houston, TX

Full-time - Entry Level

Houston, TX

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Overnight Call Center Specialist at Cenikor Foundation plays a crucial role in providing support to clients by managing inbound and outbound communications. This position is focused on delivering program information, ensuring client confidentiality, and facilitating the intake process for potential clients. The specialist will work in a fast-paced environment, responding to crisis calls and collaborating with various departments to ensure timely admissions and effective communication.

Responsibilities

• Manage in-bound and out-bound phone calls, chats, and emails for the general public while providing program information and maintaining strict confidentiality.
• Conduct follow-up outbound phone calls and maintain follow-up outcomes through client contact and documentation.
• Respond to Crisis/Red Flag calls and refer to clinical staff if needed.
• Collect and enter client intake information into the appropriate medical service software system to create and/or update client records.
• Ensure documentation is concise, thorough, and accurate.
• Inform callers of items to bring and/or not bring to appointments, including clothing, insurance card, medications, office visit fee, and verification of income if applicable.
• Responsible for collecting information and conducting initial screenings on potential clients in accordance with state regulations and third-party payers.
• Adhere strictly to HIPAA regulations regarding client confidentiality.
• Maintain strict confidentiality on all Foundation matters and refer questionable issues to your supervisor.
• Perform soft verification of insurance coverage via web and document in the electronic healthcare record.
• Work closely and communicate effectively with Admissions, Insurance, and Clinical Intake Assessment departments to ensure timely contact and completion of admissions.
• Complete any required documentation and reporting as required.
• Provide appropriate and effective communication to clients/families, team members, and other health care professionals regarding screens, benefits, and appointment scheduling.
• Support organizational changes and demonstrate flexibility in providing coverage for the Access Center.
• Log into call center software and be available to assist callers from the start of the assigned shift through the scheduled end of shift.
• Ensure completion of Big 5 performance management tool by the required deadline and use of SMART goals to support annual performance compensation review.
• Uphold the core principles of Cenikor's culture and create a positive working environment for all team members.
• Perform additional duties as assigned.

Requirements

• High School Diploma or equivalent required.
• Six months experience in a customer service environment required.
• Some college preferred.
• Six months or more experience in a call center, front office, or admissions environment preferred.
• Skilled in customer service with excellent listening and phone presentation skills.
• Ability to learn and use new technology and software quickly.
• Fast problem solver and able to multi-task.
• Ability to communicate calmly and effectively.
• Possess excellent organization skills and high attention to detail.
• Ability to work in stressful situations and react appropriately to clients, their families, and other staff.
• Ability to work in a team environment.
• Knowledge of Microsoft Office software required, including specific MS Outlook calendar experience.

Nice-to-haves

• Experience in a healthcare-related call center environment.
• Familiarity with HIPAA regulations.

Benefits

• Competitive pay and bonuses
• Paid time off
• Tuition reimbursement
• Up to 10% 401K
• Medical, Dental, Vision insurance
• Basic Life & AD&D, LTD, STD, Accident, Critical Illness insurance
• Student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program
• Continuous learning and professional development opportunities