Call Center Specialist

Call Center Specialist

Mindful Health is a fast-growing company with the goal of providing an intentionally different approach to mental health and well-being. We have an incredible group of passionate team members who want to impact our communities and the mental health arena by providing clients with an unparalleled treatment experience. Mindful Health combines Bricks & Mortar locations and... virtual service offerings across Texas, providing a one-stop shop for mental health treatment. We currently have bricks and mortar clinics in the following locations: Rockwall, Heath, San Antonio, and Georgetown!

Mindful Health creates an atmosphere that supports and values our clients and team members. Our commitment is to cultivate a culture that provides intentional & exceptional care for our clients and a warm and nurturing environment for our team so we can make a lasting impact in our communities. We believe that health encompasses the whole person, mind, and body, and our clinical programming is built around this belief. We work to empower clients to live full and healthier lives. We maintain these same beliefs in developing and supporting our Mindful Health team. We seek enthusiastic individuals passionate about helping clients and value working in a team environment. Please visit our website for more information about our services and team at www.mindful.health

Position Summary:

The Call Center Specialist ensures clients can access Mindful Health psychiatry and therapy services effortlessly. The Call Center Specialist will actively engage and motivate clients to attend treatment, assist clients with scheduling appointments, help coordinate the resolution of care opportunities, and enter, track, and manage client data related to appointments/attendance, etc.

Duties/Responsibilities: ? Enter all inbound and outbound calls into the Zoho CMR including Referral Source data. ? Track client appointments and attendance data, including scheduled appointments, cancellations, no-shows, etc. ? Work through the online intake/scheduling worklist to pre-register and schedule patients (inbound and outbound calls) ? Make outbound calls to remind patients of appointments and/or to coordinate the resolution of care opportunities with patients, providers, pharmacies, etc. ? Assist with client contact to ensure clients have completed the required documents prior to initial evaluation and follow-up appointments. ? Engage and motivate clients to attend treatment after missed appointments via phone, letter, or other means. ? Act as point of contact for communicating with referral sources and providing information as requested. ? Assist with callbacks to patients at provider request. ? Provide excellent customer service by employing active listening techniques, displaying empathy and courtesy, and demonstrating effective communication through proper tone, pace, volume, grammar, and pronunciation, ? Demonstrate sensitivity to individual client situations and show proactive behavior in addressing customer needs. ? Manage client interactions to ensure client inquiries are handled completely and efficiently. ? Escalate transactions when defined by protocols. ? Demonstrate compliance with Mindful Health policies, including those relating to HIPAA compliance. ? Perform other duties as assigned.

Required Skills/Abilities:

Strong attention to detail and accuracy.
Strong organizational skills and the ability to manage competing priorities and meet deadlines.
Ability to work independently and as part of a team.
Strong interpersonal skills.
High integrity with excellent problem-solving abilities.
Excellent written and verbal communication skills with an emphasis on customer service
Ability to operate a personal computer and proficient with Microsoft Office Suite and medical office software.
Understanding of and commitment to the appropriate protection of confidential patient information.
Education and Experience:
? High school diploma required, associate?s degree preferred.
? 1 + year(s) experience within a behavioral health facility/practice or health care setting, or equivalent
? Familiarity with medical terminology a plus.

Physical Requirements: ? Ability to alternate between sitting and standing for extended periods. ? Ability to operate a computer and/or laptop through proficient typing, clicking, and viewing a monitor for extended periods. ? Ability to view computer monitors with close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination. ? Must effectively communicate with patients/team members/customers and clearly express oneself while exchanging information. ? Ability to read, write, and comprehend through listening. ? Ability to perform essential job functions consistently, safely, and successfully with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards. ? Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Mindful Health offers:
? A healthy & positive atmosphere.
? Flexibility in schedule & work hours
? Computer equipment (Laptop. Keyboard, mouse, speaker, and IT support).
? The salary is competitive and commensurate with experience.

Benefits (Full-time employees only)
? 120 hours (15 days) of paid time off
? 40 hours (5 days) of sick leave
? 24 hours (3 days) of paid bereavement leave per occurrence.
? Medical and supplemental health insurance (vision, dental, long-term disability, short-term disability, life insurance, etc.).
? Professional development opportunities

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice

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