Position Details

Call Center Specialist

GULF COAST CENTER - JOB DESCRIPTION

Job Title: Team Lead-Call Center

Location:  Galveston County

FLSA Status: Non-Exempt

Working Status: Full Time with Benefits

Summary:

Assist direct supervisor with providing direction to team members

Assist with setting strategies and monitoring progress towards goals set within the team

Ensure each team member is providing quality customer service

Help develop/utilize supporting data for succession planning and/or plan of improvement

Must be able to efficiently and accurately multi-task while managing multiple phone lines and working within the Center's Electronic Health Record (SmartCare) computer system

Manage large amounts of incoming calls in a polite and timely manner

Identify callers' needs, clarify information and route correctly

Demonstrate the ability to accurately schedule appointments utilizing SmartCare/Streamline EHR system

Strict adherence to Call Center desk procedures and phone scripts

Knowledge of all Center programs and its operations

Knowledge of Center's registration and admission process

Gulf Coast Center is committed to fostering an open, inclusive, and supportive environment that welcomes and embraces diversity in all forms. Gulf Coast Center defines diversity broadly including, but not limited to, race, ethnicity, abilities (mental/physical), gender, gender identity, immigrant status, language, religion, sexual orientation, socioeconomic status, veteran status, and age. Gulf Coast Center embraces trauma sensitive and informed practices, provides suicide safer care, and fosters a safe and compassionate environment that promotes racial and health equity.

Job Duties: (To be performed with or without accommodation as based on ADA requirements)

The Team-Lead Call Center will be responsible for the following:

Essential Job Duties:

  • Train/orient new team members to duties of the Central Call Center
  • Orient new members to internal messaging system, EHR, and phone system
  • Facilitate brief huddles with team members each week and update direct supervisor
  • Assist direct supervisor with collection and reporting of data as it relates to the Central Call Center
  • Main responsibility is to answer and direct all incoming telephone calls to the Center promptly and courteously from 8am to 5pm
  • Answer all telephone calls on or before the third (3rd) ring
  • Identify caller's needs, clarify information, and route messages accordingly
  • Maintain a schedule of staff to provide relief coverage during lunch time and when on leave
  • Strict adherence to Cellphone Use Guidelines for use of personal and/or business cell phone during business hours as well as on Center business or in a vehicle
  • Transfer or direct telephone calls to the party the caller requests or determine where the call should be directed, based on about the purpose of the call
  • When appropriate or applicable, before transferring a call, confirm that the person to whom the call is being transferred is available and announce the call (if possible)
  • Responsible for accurate transcription of callers' name, contact information, and reason for calling
  • Follow sample scripts for appropriate and effective responses when transferring calls
  • Ask for caller's permission to place his/her call on hold before performing the task.  When returning to the call, restate your name, and thank the caller for their patience
  • Do not leave the caller on hold for more than 30 to 45 seconds.  If this is unavoidable, intermittently check with caller to make sure they are happy to remain on hold or request another team member/supervisor to take the call
  • Follow sample scripts for effective responses for calls placed on hold
  • For medical emergencies, encourage caller to promptly dial 9-1-1
  • For behavioral health emergencies, transfer caller to the Crisis Hotline number.  When transferring, briefly proved Hotline worker with any information you were able to get from the caller such as a name, call back number, and the type of behavioral health emergency.  If caller is an established GCC individual, immediately connect caller with a trained, Qualified Mental Health Professional (QMHP) for further screening/assessment
  • Maintain the phone equipment and always ensure its operation at all times.  Notify Supervisor and MIS Department within 15 minutes of problems with the phone equipment
  • Provide follow-up with MIS Department and/or service provider to assure that problems are addressed correctly
  • Prior to scheduling an appointment, review customer's enrollment status in SmartCare/Streamline EHR to assure an appointment can be scheduled
  • Adhere to Center policy as it relates to scheduling  new evaluations, routine visits, hospital (local and State) discharges, crisis and non-compliant appointments
  • Understand and practice program scheduling procedures
  • Utilizing Streamline system, accurately schedule appointments for multiple providers at various program locations
  • Follow sample schedule scripts for effective responses to callers
  • Will be responsible and accountable for the adherence to and promotion of agency compliance policy and will require communication with various departments to foster, develop and continue our community partnerships as it relates to the position
  • Treat all individuals with the utmost courtesy, decency, and respect
  • Provide responsive, and efficient services
  • Interact with staff, consumers, local entities, and advocacy groups to provide a service that meets local needs
  • Provide highest level of Customer Service for both internal and external customers
  • Required to report personnel leave, flex time and emergency leave to assigned supervisor
  • Strict adherence to the professional, ethical, and legal requirements set forth in the Center's Business Code of Conduct as well as the Corporate Compliance Plan
  • Consistent adherence to the Center's Dress Code
  • Consistent adherence to the Center's safety guidelines and expectations
  • May be required to travel within Brazoria and Galveston Counties
  • Out of region travel may be required to attend trainings
  • Must maintain a clear driving record and driver's license in accordance with our Driver Policy
  • Requires current Texas Driver's License, reliable transportation and must maintain current auto liability insurance

Non-Essential Job Duties:

  • N/A

Supervision:

  • Receives direct supervision from the Manager of Administrative Support Services

Required Education:

  • Requires a high school diploma or equivalent

Preferred Education:

  • N/A

Required Experience:

  • Requires two years' experience of office/clerical field. Experience in a customer support role

Preferred Experience:

Abilities/Traits:

  • Bilingual (English/Spanish) preferred
  • Strong phone and verbal communication skills along with active listening required
  • Ability to understand and manage Mitel phone system
  • Must be able to multi-task and manage time effectively 
  • Good interpersonal skills
  • Ability to express self clearly and effectively, orally and in writing
  • Requires ability to work within a team approach
  • Requires proficiency with computer skills, programs, and email

Working Conditions:

  • Work will be performed in the Office setting(s).
  • May require varied work hours depending on need of clients.
  • Out of region travel may be required to attend trainings.
  • May require travel to various locations within Brazoria and Galveston Counties. Requires current Texas Driver's License, reliable transportation safe and current with all state requirements, and liability insurance.

Special Projects:

  • Assist supervisor when requested to complete special projects and complete all assignments within a time frame negotiated with the supervisor. Completion of other duties as assigned by supervisor as it relates to the program and position.

Job Related Physical/Mental Requirements & Environmental Conditions:

Physical:

  • Ability to transport, adjust and/or move items up to 45 lbs.
  • Ability to ascend/descend stairs.
  • Ability to remain in a stationary position for long periods of time.
  • Ability to handle objects.
  • Ability to operate office equipment.
  • Ability to move around within an office setting and/or other locations as needed; may include ability to bend/twist, kneel/stoop and/or reach for items.
  • Ability to detect and write effectively.
  • Ability to hear (with or without aid).
  • Ability to have visual acuity to operate a motor vehicle and observe objects within work setting.

Mental:

  • Ability to accept constructive criticism
  • Ability to maintain regular attendance
  • Ability to understand, communicate and comprehend accurate information with others in English
  • Ability to reason and analyze effectively
  • Ability to solve practical problems as it relates to position
  • Required to pass and maintain all Center mandated trainings

Work Site/Environmental Conditions:

  • Ability to work alone
  • Ability to work closely with others
  • Ability to work long and/or irregular hours
  • May be subjected to hostile environment.
  • May be subjected to both inside and outside environmental conditions
  • Subject to standard noise levels within working environment
  • Travel by motor vehicle, van, bus, or plane may be required

Qualified individuals must be able to perform these functions with or without reasonable accommodations as based on ADA requirements.