Call Center Support Specialist

Job Description

Job Description

Who We Are :

Santé Group Companies prides itself in being a leader in community-based behavioral and mental health services. Our track record of innovation and growth reflects our ability to deliver diverse and highly individualized services. We have a passion for providing empathetic and potentially life-saving care to help individuals heal, recover, and thrive, as well as live their lives in a manner that allows them to fully integrate in the community. The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

What We’re Looking For :

Santé is seeking a Part-Time Call Center Support Specialist (in office) to join our frontline crisis intervention team in Timonium , MD . The Call Center Support Specialist assists the Call Center Coordinators with monitoring quality and delivery of call center services under the direction of the 988 Clinical Manager.

What You’ll Do :

• Ability to staff phone counselor position and have thorough understanding and competency in this role.
• Assists with bi-monthly tech audits for open call center cases.
• Monitors and completes all Credible BI Reports indicating Hanging and / or overdue tasks.
• Responsible for WFM data reporting to Vibrant on a bi-monthly basis.
• Assists with quality assurance through documentation and listening and evaluating recorded phone calls.
• Ensures accurate, thorough, and timely documentation of all calls.
• Maintaining ongoing communication with OPS management team.
• Serves as a liaison between management and call center employees.
• Assists with newsletter and staff communication.
• Assists with training of phone counselors and team leads as needed.
• Will be responsible for data management.
• Check work email.
• Complete all required trainings.
• Knowledge and familiarity with community resources, both mental health and non-mental health.
• Active participation in the ongoing development of the program database.
• Ensure all tasks related to each case are completed during each shift worked.
• Recognizes need for consultation with available supervisor.
• Abide by all federal, state and local confidentiality and reporting regulations
• Comply with all of programs contractual and operational guidelines as outlined by your manager
• Participates in community and company boards and committees, as needed
• Advise Clinical Management of needed updates to procedures, policies and documentation
• Other duties as assigned

What We Require :

What You’ll Get :

We believe that diversity of background and experience makes for better problem-solving and collaboration, which is why we are dedicated to adding new perspectives to the team. Even more important than your resume is a positive attitude, a passion for making an impact, a personal desire to grow, and the ability to help individuals heal, recover, and thrive.

Disclaimers :

The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

The Santé Group is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. The Santé Group participates in E-Verify. http : / / www1.eeoc.gov / employers / upload / eeoc_self_print_poster.pdf

Salary : $28 - $29