Contact Center Specialist
Centerstone
Summary
Centerstone is committed to delivering care that changes people's lives. The goal of the Centerstone Contact Center is to provide an easily accessible, efficient, single point of access to all those inquiring after Centerstone Services. Those inquiries will be met with excellent customer experience that include screening, appropriate referral, scheduling, and support—all provided while striving for single call resolution.
Job description
Summary of Position
Centerstone is committed to delivering care that changes people's lives. The goal of the Centerstone Contact Center is to provide an easily accessible, efficient, single point of access to all those inquiring after Centerstone Services. Those inquiries will be met with excellent customer experience that include screening, appropriate referral, scheduling, and support—all provided while striving for single call resolution.
The Centerstone Contact Center Specialist is an integral component of our Centerstone team. This position often serves as the first point of contact our patients have with Centerstone. The position requires excellence in customer service and compassionate care supported by a thorough understanding of the organization's treatment and support programs. The ideal candidate must demonstrate a working knowledge of behavioral health basics and understand health insurance benefits.
Essential Duties & Responsibilities
- Deliver a respectful, compassionate experience for every caller, working to achieve one-call resolution whenever possible.
- Support individuals and families by scheduling appointments or connecting them with the most appropriate clinicians and services based on identified needs.
- Complete crisis screening assessments and coordinate with crisis or mobile crisis teams when immediate intervention is required.
- Gather essential demographic information and document all details accurately within the CRM and/or EMR systems.
- Identify each caller's funding source and perform brief insurance verification.
- Manage and track referrals in Salesforce, including conducting necessary outbound follow-up calls.
- Achieve or exceed Contact Center KPIs and quality audit performance standards.
- Maintain strict compliance with all HIPAA and PHI guidelines and protocols.
- Communicate effectively and professionally with colleagues, clients, and community partners through written, verbal, and virtual channels across multiple digital platforms.
Knowledge, Skills & Abilities
- Demonstrated excellence in customer service, patient engagement, and overall customer communication.
- Strong verbal and written communication skills required.
- Ability to work independently in a remote environment as well as collaboratively within a team.
- Experience using EMR, CRM, and/or scheduling software is preferred.
- Familiarity with integrated communication platforms, including team chat, video conferencing, and call-handling systems.
- Proficiency in basic computer hardware and skilled in computer software functionality.
- Receptive to supervisory feedback and direction.
- Consistent, reliable, and punctual attendance is essential.
Qualifications
High school diploma or GED required. Bachelor's degree in human services, psychology, social services, education or related field preferred.
Minimum of 2 years of experience working in health care, customer service, or other Contact Center setting.
Certification/Licensure: None required.
Requirements
- High school diploma or GED required
- Bachelor's degree in human services, psychology, social services, education or related field preferred
- Minimum of 2 years of experience working in health care, customer service, or other Contact Center setting
- Strong verbal and written communication skills required
- Demonstrated excellence in customer service, patient engagement, and overall customer communication
- Ability to work independently in a remote environment as well as collaboratively within a team
- Experience using EMR, CRM, and/or scheduling software is preferred
- Familiarity with integrated communication platforms, including team chat, video conferencing, and call-handling systems
- Proficiency in basic computer hardware and skilled in computer software functionality
- Receptive to supervisory feedback and direction
- Consistent, reliable, and punctual attendance is essential
- Working knowledge of behavioral health basics
- Understanding of health insurance benefits
Benefits
- Medical, Dental & Vision
- Flexible Spending Account
- Health Savings Account
- 403(b) Retirement Plan With Match
- Paid Time Off
- Ten Paid Holidays
- AD&D Insurance
- Life Insurance
- Long-Term Disability Insurance
- Employee Resource Groups
- Continuing Education Opportunities
- Employee Assistance Program
Company overview
Centerstone is one of the nation's largest nonprofit behavioral healthcare organizations, providing comprehensive mental health and substance use disorder services across multiple states. Founded as a 501(c)(3) organization, Centerstone operates as a leading healthcare provider specializing in behavioral health treatment, addiction recovery, and crisis intervention services. The organization serves over 250,000 individuals annually through a network of facilities in Florida, Illinois, Indiana, Kentucky, and Tennessee. Centerstone offers a full continuum of care including outpatient therapy, inpatient treatment, residential services, crisis management, counseling, housing support, and specialized programs for veterans, children, and families. Following its historic merger with Brightli in 2025, the organization now employs more than 10,000 professionals including psychiatrists, psychologists, master's-level clinicians, social workers, and support staff. Centerstone's innovative approach includes the Centerstone Institute, which focuses on clinical research, evidence-based practice implementation, and quality improvement initiatives. The organization is recognized for its commitment to underserved populations and its development of the first known simulation training center for community-based behavioral health clinicians.