Call Center Administrative Assistant

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Respond to incoming calls, return messages, verify client identifiers and safe contact preferences, and direct callers to the appropriate personnel.

• Deliver information regarding next steps by utilizing approved scripts and procedures.

• Recognize stated immediate dangers or urgent needs and promptly transfer clinical or safety issues to qualified staff.

• Oversee shared referral queues, inboxes, voicemail, and schedules for duplicate referrals, missing information, deadlines, and unassigned tasks.

• Arrange and reschedule secure video and in-person appointments.

• Ensure rapid-access appointment availability and schedule clients into suitable local handoff appointments.

• Assist clients in accessing the HIPAA-compliant intake packet and provide approved links and instructions.

• Offer nonclinical assistance with intake materials without necessitating electronic documents for service access.

• Dispatch appointment confirmations and reminders while documenting contact attempts in electronic medical record systems.

• Monitor unreachable clients and manage canceled, missed, or incomplete appointments for follow-up.

• Utilize electronic health records, scheduling systems, document management platforms, communication systems, phone systems, and other technologies.

• Troubleshoot routine system issues and escalate unresolved technical or workflow problems.

• Confirm Care Manager acceptance prior to reassigning clients to their home county and local Care Manager.

• Maintain scripts, contact lists, provider information, downtime materials, reports, meeting materials, and onboarding resources.

• Provide responsive, respectful, and trauma-informed customer service while handling frequent calls, interruptions, sensitive information, and competing priorities.

• Support Call Center and local TASC staff with administrative coordination and workflow requirements.

• Undertake additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent.

• Associate degree in business administration, office administration, healthcare administration, human services, or a related field is preferred.

• Two years of relevant experience in administration, call center, customer service, healthcare, or human services.

• Familiarity with electronic health records, multi-calendar scheduling, high-volume phone systems, data entry, and Microsoft 365.

• Ability to deliver calm, respectful, patient, and trauma-informed service to individuals with diverse communication, technology, language, and accessibility needs.

• Strong customer service and communication skills.

• Competence in managing frequent calls, interruptions, sensitive information, and competing deadlines.

• Ability to accurately follow scripts and established protocols while identifying concerns that require immediate clinical or supervisory escalation.

• Exceptional attention to detail and ability to maintain precise records and documentation.

• Capability to learn and navigate multiple electronic systems and address routine workflow issues.

• Proficiency in communicating professionally with clients, coworkers, probation staff, treatment providers, and community partners.

• Skill in organizing competing priorities, meeting deadlines, and adapting to changing service demands.

• Capacity to maintain confidentiality, professional boundaries, and privacy and security standards.

• Proficiency in Microsoft 365 and ability to learn electronic documentation, scheduling, virtual meeting, secure video, and other technology platforms.

• Ability to provide compassionate and trauma-informed service to individuals seeking behavioral health and substance use services.

• Capability to perform essential functions that involve stooping, standing, walking, fingering, grasping, talking, hearing, and repetitive motions.

• Ability to perform sedentary work that may involve occasional lifting, carrying, pushing, pulling, or moving objects weighing up to 10 pounds.

🏝️ Benefits

• Mission-driven organization providing behavioral health, substance use, and community-based services.

• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.