客服代表
Call Center Agent
Centerstone 是全国领先的非营利性心理健康系统之一，拥有数千名员工致力于提供改变人们生活的护理服务。这是一个充满活力、发展成熟的组织，我们为不同年龄段的人士在多种环境中提供有回报的工作机会。欢迎与我们交谈，了解加入 Centerstone 团队的机会！
职位描述：
职位概述
Centerstone 致力于提供改变人们生活的护理服务。Centerstone 接线中心的目标是为所有咨询 Centerstone 服务的人士提供易于访问、高效的一站式服务。这些咨询将获得优质的客户体验，包括筛查、适当的转介、预约和支援——所有这些都在努力实现一次通话解决。
Centerstone 接线中心专员是 Centerstone 团队的重要组成部分。该职位通常是患者与 Centerstone 的首次接触点。该职位需要卓越的客户服务能力和富有同理心的护理，同时需要对组织的治疗和支持项目有深入的理解。理想的候选人必须具备行为健康的基础知识，并了解健康保险福利。
主要职责与要求
• 为每位来电者提供尊重、富有同理心的服务体验，尽可能实现一次通话解决。
• 通过安排预约或根据识别的需求将个人和家庭与最合适的临床医生和服务联系起来，提供支持。
• 完成危机筛查评估，并在需要立即干预时与危机或移动危机团队协调。
• 收集必要的人口统计信息，并在 CRM 和/或 EMR 系统中准确记录所有细节。
• 识别每位来电者的资金来源并进行简要的保险验证。
• 在 Salesforce 中管理并跟踪转介，包括进行必要的外拨跟进电话。
• 达到或超越接线中心的 KPI 指标和质量审计绩效标准。
• 严格遵守所有 HIPAA 和 PHI 指南和协议。
• 通过书面、口头和虚拟渠道在多个数字平台中与同事、客户和社区合作伙伴进行有效且专业的沟通。
知识、技能与能力
- 在客户服务、患者参与和整体客户沟通方面表现出色。
- 强烈的沟通能力，能够清晰、专业地表达自己。
查看英文原文
Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team!
JOB DESCRIPTION:
SUMMARY OF POSITION
Centerstone is committed to delivering care that changes people’s lives. The goal of the Centerstone Contact Center is to provide an easily accessible, efficient, single point of access to all those inquiring after Centerstone Services. Those inquiries will be met with excellent customer experience that include screening, appropriate referral, scheduling, and support- all provided while striving for single call resolution.
The Centerstone Contact Center Specialist is an integral component of our Centerstone team. This position often serves as the first point of contact our patients have with Centerstone. The position requires excellence in customer service and compassionate care supported by a thorough understanding of the organization’s treatment and support programs. The ideal candidate must demonstrate a working knowledge of behavioral health basics and understand health insurance benefits.
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.
- 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
Driving - occasional
Kneeling - occasional
Lifting - occasional
Bending - occasional
Time Type:
Full timePay Range:
$15.75--$22.00Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:
- 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
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.
Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. 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.
Originally posted on Himalayas