Job Details

Call Center Representative/Phone Counselor

We are a diversified healthcare delivery network with facilities coast to coast. We are driven by a profound commitment to prioritize your well-being so you can provide exceptional care to others. As a Call Center Representative/Phone Counselor joining our team, you're embracing a vital mission dedicated to making communities healthier.

The Behavioral Health Call Center Representative/Phone Counselor will respond to inquiries from callers in a timely, professional and effective manner based on the guidelines of the products that they support.

Essential Functions: To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

• Answer inbound customer calls based on department service level goals.
• Communicate with callers and address their concerns in a satisfactory manner.
• Accurately collect and perform data entry of all required caller information, following processes and protocols outlined for the products they support.
• Use professional communication etiquette and listening skills to assist and build rapport with callers.
• Build a safe and trustworthy environment for callers by utilizing both scripted and non-scripted communication methods.
• De-escalate situations involving dissatisfied callers offering assistance and support.
• Utilize and maneuver between different software systems.
• Assist with maintaining accurate and up to date information in all documentation systems.
• Meet specified goals and objectives as assigned by management regularly.
• Always maintain confidentiality of account information.
• Provide exceptional customer service to all callers.
• Escalate any problems that may arise to management.
• Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
• Adhere to the prescribed policies and procedures as outlined in the Work from Home Requirements and Call Center Guidelines.
• Maintain awareness of and actively participate in the Corporate Compliance Programs.
• Assist with other projects as assigned by management.
• Regular and reliable schedule adherence is required.

Knowledge, Skills & Abilities:

• Education: Bachelor's degree in Psychology, Social Work, or a related field. (Experience will be considered in lieu of education).

• Experience: 2 years previous experience working with case management, crisis intervention, and call centers preferred.

• Certifications & Licenses: N/A

• Skills and Abilities:

  • Positive attitude and ability to work well with others.

  • Professional, articulate communication style.

  • Ability to multi-task in several computer applications while holding a conversation with a client.

  • Enjoy working in a fast-paced environment while maintaining a professional attitude.

  • Limited restrictions on availability, must be able to work weekends and holidays.

  • Demonstrates ability to communicate effectively (both oral and written).

  • Excellent interpersonal skills with an orientation towards professionalism and customer service.

  • Excellent attention to detail and data entry accuracy required.

  • Flexibility to quickly adapt to any new business environment.

  • Must be able to work in a remote Team environment.

Physical and Mental Demands: While performing the duties of this job, the Team Member is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The Team Member must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. This position may require annual dexterity and/or frequent use of the computer, telephone, 10-key calculator, office machines (copier, scanner, fax).

Why join us: We believe that investing in our employees is the first step to providing excellent patient care. In addition to your base compensation, this position also offers:

• Comprehensive Benefits: Multiple levels of medical, dental and vision coverage tailored benefit options for part-time and PRN employees, and more.

• Financial Protection & PTO: Life, accident, critical illness, hospital indemnity insurance, short- and long-term disability, paid family leave and paid time off.

• Financial & Career Growth: Higher education and certification tuition assistance, loan assistance and 401(k) retirement package and company match.

• Employee Well-being: Mental, physical, and financial wellness programs (free gym memberships, virtual care appointments, mental health services and discount programs).

• Professional Development: Ongoing learning and career advancement opportunities.

EEOC Statement: Lifepoint Health is an Equal Opportunity Employer. Lifepoint Health is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment.