Call Center Agent

5-day work week: 4 Days will be during week (Mon-Friday) with 1 weekend shift (either Saturday or Sunday). Work hours may fluctuate between either 6am - 3pm or 7am-4pm, or 8am-5pm, or 9am-6pm.Hybrid schedule: Must be able to come onsite once every two weeks. Tentative to change.The key responsibilities of the Call Center agent include but not limited to:Duties and ResponsibilitiesPrompt and regular attendance at an assigned work locationAchieves desired results in: Calls Answered, Calls Converted and Scheduled AppointmentsAnswers incoming calls and responds to inquiries from patients or their family membersPlace outbound calls to patients, referral partners and leadsIs well-versed in, and can successfully explain, BHG's treatment program to patients or their family membersCoordinates with treatment center staff to schedule appointments as quickly as possibleManages and resolves patient concernsIdentifies and escalates issues to supervision in a timely mannerProvides complete and accurate information about BHG's treatment program to potential customersResearches information for patients as requestedRoutes calls to appropriate staffDocuments call information in accordance with established operating procedures and guidelinesRecognizes, documents and alert supervision of trends in customer requests, inquiries or complaintsFollows up with patients in a timely manner when necessaryCompletes call logs and reportsRegulatoryHolds a basic understanding of alcohol/drug abuse and addictionComplies with all federal, state and local regulatory agency requirementsComplies with all accrediting agenciesMarketing and OutreachParticipate in community and public relations activities as assigned.Professional DevelopmentDemonstrates the belief that addiction is a brain disease, not a moral failingDemonstrates hope, respect and caring in all interactions with patients and fellow Team MembersEstablishes and maintains positive relationships in the workplaceCan work independently and under pressure while handling multiple tasks simultaneouslyMakes decisions and uses good judgment with confidential and sensitive issuesDeals appropriately with others in stressful or other undesirable situations and seeks direction from supervisors when necessaryTrainingParticipate in and provide in-service trainings as required by federal, state, local, and accrediting agenciesAttend conferences, meetings and training programs as directedMinimum RequirementsThe Call Center agent must comply with federal and state regulations regarding certification, licensure, and degree.QualificationsHigh School Diploma or GED requiredA minimum of 1 year call center experienceMust have strong understanding of addiction, commonly abused substances and their classificationA history of demonstrated success in a professional clinical or medical environmentA highly motivated self-starter & fast learnerExceeds customer/team expectationExcellent interpersonal, oral and written communication skillsExcellent Decision Making & Problem Solving SkillsMaintain a high level of accuracy and attention to detailProblem analysis and assessmentTime managementIn addition to meeting the qualifications, the ideal candidate will embody the following characteristics and possess the knowledge, skills and abilities listed below:High integrityExcellent verbal and written communication skillsSound judgmentEfficientSelf-starterAbility to work independently and under pressure while handling multiple tasks simultaneouslyAbility to make decisions and use proper judgment with confidential and sensitive issuesMust be able to react quickly and make effective decisionsDemonstrate basic computer/word processing skillsDemonstrate basic knowledge and skill in the use of typical office equipment such as calculator, fax machine, copier, computer, telephone, and computer programsPhysical Requirements and Working ConditionsThe 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 stretchingVariable workload, periodic high stress and activity levelKeyboarding for long periods of timeDisclaimerThe 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.Equal Opportunity Employer