Join Our Team: Providing Whole-Person Care through Exceptional Customer Service
The Center: A Place of HOPE is a renowned Licensed Behavioral Health Center in Edmonds, Washington, dedicated to delivering comprehensive, professional excellence in treatment and whole-person care for individuals struggling with trauma, anxiety, depression, eating disorders, and substance use disorders. With nearly 40 years of experience, we are committed to making a positive impact in the lives of our patients and their families. We are now seeking a highly skilled and empathetic Healthcare Customer Service Expert to join our remote team as a Phone Intake Specialist.
About Our Organization
Led by Dr. Gregg Jantz, a pioneer in whole-person care and best-selling author of over 45 books on mental health topics, The Center: A Place of HOPE offers a unique approach to treating mental health and substance use disorders. Our Partial Hospitalization (PHP) Day Treatment Programs provide a supportive environment for individuals to receive the care they need. We are a faith-based private agency that values compassion, empathy, and understanding in our interactions with patients, families, and healthcare professionals.
Key Responsibilities
As a Healthcare Customer Service Expert, you will be the first point of contact for patients seeking home healthcare services. Your primary responsibilities will include:
- Receiving and responding to approximately 60-65 incoming calls per day from providers, referral sources, and patients
- Collecting clinical and demographic information and entering it into our proprietary portal
- Providing excellent customer service, demonstrating empathy and patience when dealing with difficult callers or complex requests
- Complying with all company policies, including HIPAA/PHI regulations
- Meeting or exceeding individual performance goals in areas such as Call Quality, Attendance, Adherence, and other Contact Center objectives
- Utilizing dual monitors and multiple applications to efficiently manage calls and data entry
Essential Qualifications
To be successful in this role, you will need:
- A High School Diploma or GED
- A minimum of 2 years of Customer Service experience in a call center environment
- At least 1 year of experience working in the healthcare or medical industry, with knowledge of medical terminology
- Intermediate keyboarding abilities (at least 30 WPM, data entry while active listening)
- Proficiency in navigating dual monitors and multiple applications
- Basic PC skills working with Microsoft Office, including Word and Excel Spreadsheets, Outlook, and Microsoft Teams
- Reliable high-speed internet connection (Fiber or Cable) with speeds of 2mb/10mb upload and 10mb/25mb download or higher
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- Previous experience working in a remote call center environment
- Familiarity with healthcare operations and patient intake processes
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
Skills and Competencies
To excel in this role, you will need to possess:
- Exceptional customer service skills, with the ability to empathize with patients and families
- Strong attention to detail and organizational abilities
- Effective communication and interpersonal skills
- Ability to work in a fast-paced, high-volume call center environment
- Proficiency in using technology, including Microsoft Office and proprietary software
Career Growth Opportunities and Learning Benefits
At The Center: A Place of HOPE, we are committed to supporting the growth and development of our team members. As a Healthcare Customer Service Expert, you will have access to:
- Professional skills training and tuition reimbursement
- Advancement opportunities within the organization
- Ongoing coaching and feedback to help you achieve your performance goals
Work Environment and Company Culture
As a remote team member, you will enjoy the flexibility and autonomy of working from home. Our company culture values:
- Compassion and empathy in our interactions with patients, families, and healthcare professionals
- A sense of community and teamwork among our staff
- Professional growth and development opportunities
- A healthy work-life balance
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A starting hourly rate of $21.50, with opportunities for growth and earning potential
- A monthly incentive bonus opportunity
- A full range of benefits, including Health, Dental, and Vision insurance with HSA Employer Contributions and Dependent Care FSA Employer Match
- Generous PTO, 401K Savings Plan, Paid Parental Leave, and more
- A Walgreens Discount program, offering up to 25% off eligible items
Join Our Team!
If you are a compassionate and skilled customer service professional looking for a rewarding opportunity to make a difference in the lives of others, we encourage you to apply for this exciting role. Please visit our website at www.aplaceofhope.com to learn more about The Center: A Place of HOPE and our mission.
We are committed to providing a supportive and inclusive work environment that values diversity and promotes equal opportunities for all. If you believe you have what it takes to join our team, please submit your application today!
Apply Now