Call Center Agent Hybrid

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 agencys 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.

ANALYTICALthe individual synthesizes complex or diverse information.

PROBLEM SOLVINGthe 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 COMMUNICATIONthe individual speaks clearly and persuasively in positive or negative situations demonstrates customer service etiquette

ORGANIZATIONthe individual is able to maintain client records in an organized fashion

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

MANAGEMENT SKILLSthe 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 MANAGEMENTthe individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness when entering information into KIPU Salesforce & Call Tracking Metrics

JUDGEMENTthe individual displays willingness to make decisions exhibits sound and accurate judgment and makes timely decisions.

PLANNING/ORGANIZINGthe individual prioritizes and plans work activities uses time efficiently and develops realistic action plans.

SAFETY & SECURITYthe individual observes safety and security procedures and uses equipment and materials properly. Follows HIPAA regulations regarding client information

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 youre ready to contribute to a mission-driven organization and be a catalyst for positive change wed 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.