Call Center Agent - Hybrid

Description

Zinnia Health is a fast-growing integrated healthcare company. We value our employees and care for our clients. Do you have unique talents that you would like to share with others? We would love to have you join our team!

• Competitive Pay

• Career Development

• Competitive Benefits & 401k

• Values: Integrity, Teamplay, 1% Better Each Day

The Call Center Agent is responsible for handling inbound and outbound calls from individuals seeking information about treatment options for substance use disorders. This role requires empathy, professionalism, and excellent communication skills to provide accurate information, answer questions, and connect callers to the appropriate intake or admissions staff. 

Schedule / Hours / Location:

2 Open Positions - Full Time / 40 hours

Position 1 - Tuesday through Saturday 

Position 2 - Sunday through Thursday

Scheduled hours will vary  

Location - Hybrid office/home

Key Responsibilities: 

• Answer high-volume incoming calls with empathy, confidentiality, and professionalism. 

• Provide general information about treatment programs, levels of care, and services offered. 

• Conduct initial phone screenings to determine eligibility and level of need. 

• Accurately collect and document caller information in the CRM or EHR system. 

• Coordinate with admissions, clinical, and insurance verification teams for next steps. 

• Make outbound follow-up calls to prospective clients and referral partners. 

• Handle crisis calls appropriately and transfer to clinical staff as needed. 

• Maintain up-to-date knowledge of treatment offerings, schedules, and insurance policies.

Expectations & Competencies:

EXPECTATIONS

• DEPENDABILITY - Employee can be counted on to complete assigned tasks in a timely manner with little supervision. Accepts responsibility when necessary to see that the job gets done.

• ATTENDANCE AND PUNCTUALITY - Is prompt and on time for work, assignments and meetings. Notifies supervisor prior to lateness or absence. Understands that excess absences pose a hardship on other employees.

• JOB SKILLS ANDKNOWLEDGE - Employee understands and displays the ability to utilize all required systems including Salesforce, KIPU, and Call Tracking Metrics

• Employee works cooperatively with other community resources and referral sources to coordinate services to clients.

• QUANTITY AND QUALITY OF WORK – Cares about the quality and accuracy of work being produced and inputted in Salesforce, KIPU and Call Tracking Metrics. Accepts responsibility for completing job tasks. Uses time productively and efficiently.

• ATTITUDE – Demonstrates a cooperative, positive, and enthusiastic attitude toward fellow employees, clients and visitors. Maintains a positive attitude in carrying out assignments and is helpful and courteous to fellow employees.

• CONFIDENTIALITY - Know and follows confidentiality law and procedures at all times.

• COMMUNICATION SKILLS-Is effective in written and oral expression. Demonstrates proper telephone etiquette and able to communicate easily with clients, referral sources, and visitors in an appropriate manner. Relates to clients and co-workers in a respectful and professional manner.

• CONDUCT – Conducts oneself in a manner consistent with the agency’s code of ethics and code of conduct. Shows professionalism in office setting.

• FLEXIBILITY / HANDLING EMERGENCIES – Responds well to changing situations or routines. Handles crisis situation calmly and professionally.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• ANALYTICAL—the individual synthesizes complex or diverse information.

• PROBLEM SOLVING—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. Utilizes available resources to answer questions and provide solutions

• ORAL COMMUNICATION—the individual speaks clearly and persuasively in positive or negative situations, demonstrates customer service etiquette

• ORGANIZATION—the individual is able to maintain client records in an organized fashion

• Inspires and motivates others to perform well and accepts feedback from others.

• MANAGEMENT SKILLS—the individual includes staff in planning, decision-making, facilitating and process improvement; makes self-available to staff; provides regular performance feedback; and develops subordinates' skills and encourages growth.

• QUALITY MANAGEMENT—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness when entering information into KIPU, Salesforce & Call Tracking Metrics

• JUDGEMENT—the individual displays willingness to make decisions, exhibits sound and accurate judgment, and makes timely decisions.

• PLANNING/ORGANIZING—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

• SAFETY & SECURITY—the individual observes safety and security procedures and uses equipment and materials properly. Follows HIPAA regulations regarding client information

Requirements

Qualifications:

• High school diploma or equivalent (required); some college or healthcare coursework preferred. 

• 1+ year of customer service or call center experience, ideally in healthcare or behavioral health. 

• Compassionate and patient demeanor with strong active listening skills. 

• Excellent verbal and written communication abilities. 

• Ability to remain calm in emotional or high-stress situations. 

• Proficiency with phone systems, CRM platforms, and basic computer skills. 

• Bilingual (English/Spanish) is a plus.

Environmental/Physical Requirements:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Noise Level – usually quiet

2. Physical Demands – employee is frequently required to sit; employee must occasionally lift and / or move up to 25 pounds

If you're ready to contribute to a mission-driven organization and be a catalyst for positive change, we'd love to hear from you! Join us in making a difference in the lives of those seeking recovery. Apply today!

Additional Information Regarding Job Duties and Job Descriptions  

Zinnia Health reserves the   right, at any time, with or without notice, to modify or change job   responsibilities, reassign, or transfer job position or assign additional job   responsibilities, subject to applicable law. Zinnia Health shall provide   reasonable accommodations of known disabilities to enable a qualified   applicant or employee to apply for employment, perform the essential   functions of the job, or enjoy the benefits and privileges of employment, as   required by the law.