Call Center Representative

Position Summary:

The Call Center Representative is responsible for answering incoming telephone calls in a professional manner offering service to people with chemical dependency/alcohol related rehabilitation questions and concerns.

Major Duties and Responsibilities:

  • Answer a multi-line telephone system in a polite, upbeat and friendly manner.
  • Always practice customer service etiquette.
  • Utilize available resources and follow protocol to answer questions, ask qualifying questions and educate callers.
  • Gather client information, treatment history, and insurance information
  • Follow HIPAA regulations always, regarding client information.
  • Understand federal and state requirements regarding client confidentiality and the principles of maintaining protected health information (PHI).
  • Qualify potential clients and log all information into Salesforce.
  • Communicate with lead counselors about the status of qualifying clients.
  • Follow up with your call leads and team mates regularly.
  • Verify benefits with complete and accurate information.
  • Communicate and work effectively with all team members and supervisors.
  • Attend and participate in company meetings and training.
  • Operate standard office equipment, including: computer, printers, multi-line phone system.
  • Other duties as assigned.

Qualifications and Preferences:

  • Basic knowledge of different health insurance plans types preferred.
  • Experience in a call center environment.
  • Basic knowledge of HIPPAA compliance and privacy measures.
  • Experience, knowledge or interest in chemical dependency and substance abuse.
  • Possess customer service skills and demonstrate telephone etiquette.
  • Possess skills in computer literacy and keyboard and typing proficiency. Type and Talk.
  • Associate’s Degree or equivalent job-related experience preferred.

Job Application

  • Drop files here or