Call Center Specialist I

job summary:

The Call Center Specialist I serves as the first point of contact for individuals seeking services and for current clients of the agency. This role is responsible for answering incoming calls, providing accurate information, connecting callers to appropriate departments or team members, such as Call Center Specialists II for client registration, and supporting current clients with questions related to their ongoing care.

The Call Center Specialist I plays a vital role in creating a welcoming, supportive experience for all callers while ensuring efficient communication and coordination across programs and clinicians.

POSITION SPECIFIC DUTIES & RESPONSIBILITIES:

• Answer and manage incoming calls in a professional, courteous, and timely manner
• Route new clients to the Client Registration, Call Center Spec. II, department and provide general information about services
• Assist current clients with connecting to their clinicians, care teams, and program staff
• Provide information about agency programs, appointments, and available resources
• Respond to client questions and concerns with empathy, professionalism, and discretion
• Accurately document interactions in the appropriate systems as required
• Ensure confidentiality and compliance with HIPAA and agency policies
• Support a positive client experience by demonstrating patience, active listening, and problem-solving skills
• Collaborate with internal departments to ensure smooth communication and follow-up

QUALIFICATIONS

EDUCATION:

• Must be a high school graduate or have HS equivalent

EXPERIENCE:

• Prior customer service, call center, and healthcare experience preferred.

PERFORMANCE COMPETENCIES:

• Communication
• Decision Making
• Engagement
• Initiative and Accountability
• Interpersonal
• Learning
• Organizational Alignment
• Quality of Work

KNOWLEDGE/SKILLS/ABILITIES:

• Strong verbal communication and active listening skills.
• Accurate data entry and documentation skills.
• Handle high call volumes efficiently.
• Ability to assess caller needs and route appropriately.
• Remain calm and professional when speaking with individuals who may be in distress.
• Basic computer skills and ability to navigate multiple systems.
• Understanding of confidentiality standards.
• Build rapport quickly and provide empathetic support.

CERTIFICATIONS/LICENSES:

• ODMHSAS Case Manager I Certification, completed within 60 days of eligibility.

SAFETY SENSITIVE JOB CLASSIFICATION:

This job is classified as a "safety-sensitive" position as defined by the Oklahoma Medical Marijuana and Patient Protection Act. Due to the "safety-sensitive" classification, an employee in this position would be subject to drug and alcohol testing, including random testing. Marijuana is one of the substances included in the drug panel screening. Possession of a medical marijuana license will not excuse you from the testing process or the consequences of testing positive for marijuana per the Family & Children's Services Drug Free Workplace Policy, including possible revocation of a job offer or dismissal from employment.

Work Environment

This position operates in a hybrid work environment, with required in-office work Tuesday through Thursday and remote work on designated days as approved by the agency. The schedule may be adjusted based on organizational needs.

The role requires extended periods of phone and computer use. When working remotely, the employee must maintain a private, secure workspace to ensure client confidentiality and compliance with HIPAA and agency policies. Reliable high-speed internet access and the ability to work independently while maintaining productivity and responsiveness are required.