Job Details

Call Center Agent

The key responsibilities of the Call Center agent include but not limited to:

Duties and Responsibilities

• Prompt and regular attendance at an assigned work location
• Achieves desired results in: Calls Answered, Calls Converted and Scheduled Appointments
• Answers incoming calls and responds to inquiries from patients or their family members
• Place outbound calls to patients, referral partners and leads
• Is well-versed in, and can successfully explain, BHG's treatment program to patients or their family members
• Coordinates with treatment center staff to schedule appointments as quickly as possible
• Manages and resolves patient concerns
• Identifies and escalates issues to supervision in a timely manner
• Provides complete and accurate information about BHG's treatment program to potential customers
• Researches information for patients as requested
• Routes calls to appropriate staff
• Documents call information in accordance with established operating procedures and guidelines
• Recognizes, documents and alert supervision of trends in customer requests, inquiries or complaints
• Follows up with patients in a timely manner when necessary
• Completes call logs and reports

Regulatory

• Holds a basic understanding of alcohol/drug abuse and addiction
• Complies with all federal, state and local regulatory agency requirements
• Complies with all accrediting agencies

Marketing and Outreach

• Participate in community and public relations activities as assigned.

Professional Development

• Demonstrates the belief that addiction is a brain disease, not a moral failing
• Demonstrates hope, respect and caring in all interactions with patients and fellow Team Members
• Establishes and maintains positive relationships in the workplace
• Can work independently and under pressure while handling multiple tasks simultaneously
• Makes decisions and uses good judgment with confidential and sensitive issues
• Deals appropriately with others in stressful or other undesirable situations and seeks direction from supervisors when necessary

Training

• Participate in and provide in-service trainings as required by federal, state, local, and accrediting agencies
• Attend conferences, meetings and training programs as directed

Minimum Requirements

• The Call Center agent must comply with federal and state regulations regarding certification, licensure, and degree.

Qualifications

• High School Diploma or GED required
• A minimum of 1 year call center experience
• Must have strong understanding of addiction, commonly abused substances and their classification
• A history of demonstrated success in a professional clinical or medical environment
• A highly motivated self-starter & fast learner
• Exceeds customer/team expectation
• Excellent interpersonal, oral and written communication skills
• Excellent Decision Making & Problem Solving Skills
• Maintain a high level of accuracy and attention to detail
• Problem analysis and assessment
• Time management

In addition to meeting the qualifications, the ideal candidate will embody the following characteristics and possess the knowledge, skills and abilities listed below:

• High integrity
• Excellent verbal and written communication skills
• Sound judgment
• Efficient
• Self-starter
• Ability to work independently and under pressure while handling multiple tasks simultaneously
• Ability to make decisions and use proper judgment with confidential and sensitive issues
• Must be able to react quickly and make effective decisions
• Demonstrate basic computer/word processing skills
• Demonstrate basic knowledge and skill in the use of typical office equipment such as calculator, fax machine, copier, computer, telephone, and computer programs

Physical Requirements and Working Conditions

The physical demands described here are representative of the requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions to the extent such accommodation does not create an undue hardship on the business.

• Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes.
• Vision adequate to read correspondence, computer screen, forms, etc.
• Be able to sit for long periods of time, some bending, stooping and stretching
• Variable workload, periodic high stress and activity level
• Keyboarding for long periods of time

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by team members assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of team members so classified. All team members may be required to perform duties outside of their normal responsibilities from time to time, as needed, and this job description may be updated at any time.

BHG is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.