A large behavioral health agency servicing multiple counties in North Carolina is expanding their Call Center and is now seeking experienced Agents for immediate placement on a long-term contract basis. 

** This will be a remote position lasting through March 2025 with the possibility of an extension through June 2025 for some positions **

Pay: $16/hour

Hours may vary by job offer depending on availability. Typical schedules are 7:00am-3:30pm, 8:30am-5:00pm, 9:30am-6:00pm and 11:30am-8:00pm; Monday – Friday, holiday hours may be required.

Position Overview:

The Call Center is the first interaction within the agency, therefore the Call Center Agents must respond to the caller's needs in a professional service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution.

As a Call Center Agent, the primary responsibility will be to answer inbound calls and assist callers by connecting them to the appropriate party, sharing information, providing technical assistance, answering questions, handling and/or resolving complaints.

The Call Center is a point of access for individuals and/or their families seeking mental health, substance use, intellectual and/or developmental disabilities services and resources – therefore it is required that candidates must have proven behavioral health related experience to be considered.

JOB DUTIES INCLUDE:

• Gathering and/or updating data, such as but not limited to, demographic information, referral source, payer source, current provider, provider choice and appointments
• Performing general clerical work for the Call Center department or other identified staff or departments approved by the Call Center/Customer Services Director or Clinical Operations Director
• Completing all documentation without delay, including: call notes, transfer notes, complaint documentation, completion of demographic information contained in the Registration or the Screening, Triage, Referral form
• Routing calls to the appropriate resource along with appropriately identifying and elevating complex or crisis call
• The agency manages mental health, substance use, and intellectual/developmental disability services for 46 counties in North Carolina

REQUIREMENTS:

• A designated home office space free or noise and distractions
• Minimum one year of call center and/or customer service experience or equivalent of higher education or higher education/experience.  Preference given to candidates with one year of work experience in mental health, substance abuse and developmental disabilities

• A designated home office space free or noise and distractions
• Minimum one year of call center and/or customer service experience or equivalent of higher education or higher education/experience.  Preference given to candidates with one year of work experience in mental health, substance abuse and developmental disabilities
• Pre-employment CBC and Drug Screen 
• Must reside in one of the counties in the catchment area