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Call Center Agent I

Colorado Springs, CO 80916

Posted: 06/06/2024 Employment Type: Contract Job Category: Receptionist Job Number: 27716688

Job Description

Call Center Agent I

Job Summary:

The Call Center Agent I works with the call center team to connect established and new clients with same day services. As the first point of contact for virtual enrollment clients, a successful team member must be flexible with business needs and report daily with a can-do attitude. Inbound calls will be with high need individuals and the person best suited for this must be patient, passionate, and able to quickly refer people to appropriate resources.


  • Manage the daily operations of inbound and outbound calls.
  • Triage appropriate calls to Prescriber and Scheduling Management team for scheduling.
  • Manage incoming chats
  • Answer general questions and enter contact notes documenting the service provided.
  • Leverage the value of every call.
  • Seeks and maintains efficiencies for call center processes.
  • Develops and maintains strong internal/ external working relationships and communication.
  • Attends and completes all required job-specific training and meetings as designated.
  • Maintain a positive work environment.
  • Stay abreast of regulatory requirements and company policies ensuring timely adherence to meet standards.
  • Acts as a patient/client advocate at all times by ensuring they receive the best operational experience and quality customer service that meets their individual needs and preferences.
  • Represents company as a professional, ethical, and positive steward of the mission of the organization during community events and meetings.
  • The environment at is fluid and roles and responsibilities may be altered to accommodate changing business conditions and objectives. Employees may be asked to perform duties that are outside specific work that is listed within their job descriptions. This position may require you to work standard hours, as well as flexible hours both before and after standard hours necessary to positions needs.
  • Mobility clause: Eased on business need, this position may be needed to work and/or travel on a temporary basis at any premises which the agency currently has or may subsequently acquire or at any premise at which it may from time to time provide services. This position may require that the employee travel with or without notice as needed within the scope of the position responsibility.


  • Minimum high school diploma or equivalent experience.
  • Strong work experience in customer service industry, preferably 2+ years.
  • Excellent data entry skills
  • Excellent computer skills, with extensive experience using programs within Microsoft Office, including Word, Outlook and Excel preferred.
  • Must be able to consistently stay calm while interacting with clients.
  • Electronic Health Records experience is a plus.
  • Excellent verbal and written communication skills.
  • Excellent organizational skills.
  • Ability to maintain sensitive and confidential information.
  • Strong ability to interact successfully with a variety of individuals.
  • Strong knowledge of Release of Information process, preferred.

Placement Type: Contract to Direct

Schedule: Monday to Friday 8am to 5pm or 9am-6pm

Pay: $17.57

Location: 80916

Benefits upon hire into a permanent position:

  • 401(k) Retirement
  • Health, Dental & Vision
  • Short Term Disability
  • Accident Insurance
  • Long Term Disability
  • Supplemental Life Insurance
  • Critical Illness
  • Generous PTO/Holidays

Commitment of Excellence:

  • Passion: A commitment to being present in the moment to create excitement and allow individuals to utilize their passion in daily functions. Help individuals connect their daily responsibilities with the company s larger mission.
  • Humility: Level setting with all parties and advocates for all voices within the company
  • Corporate Citizenship continued commitment to behave ethically and contribute to economic development while improving the quality of life of our workforce and their families, as well as of the local community and society at large
  • Value in diversity: ability to recognize the value in differing perspectives, culture, etc., and leveraging those diverse components to develop experiences aligned with our internal and external communities.
  • Innovation: thinking differently than the status quo to explore opportunities that provide a competitive advantage.
  • FUN: Contribute to, and be part of, an environment where individuals feel joy, comfort and connected to the organization's larger initiatives, while simultaneously experiencing a sense of cultural acceptance and belonging
  • Integration: cross functional implementation of theory, principles, and best practices from across the behavioral health industry in order to improve execution of strategies and deliver high quality experiences
  • Excellence: unwavering commitment to work that reflects the standard our colleagues and persons expect and deserve.
  • Transparency: communication, steward of resources, and the mistakes one makes (Fail/Fail Fast/FaiI Fast Forward), while giving credit where it is due
  • Safety: speaks to interconnectedness of all facets (departments and personnel) of the organization

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