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Customer Care Consultant

Company: Centerstone
Location: Clarksville
Posted on: September 6, 2020

Job Description:


Under the administrative supervision of the Customer Care Manager, Customer Care Consultants are responsible for providing the highest level of compassionate customer service with professional phone etiquette skills while assisting callers in scheduling mental health appointments in compliance with payor source standards. Customer Care Consultants also ensure the provision of community resource and referral information to callers along with the appropriate service linkage to programs/services.


Assists callers in scheduling mental health appointments within appropriate access and payor source standards. Provides accurate information and appropriate service linkage for callers regarding programs, services, locations, providers and availability of appointments. Identify problems regarding consumer access and/or scheduling and notify appropriate staff. Provide professional and efficient call management for multiple IVR phone queues in order to meet performance standards for average speed of answer (ASA) and call abandonment rate. Meets productivity standards for 75% availability during work period to receive and handle calls in the queues. Meets performance standards for professional phone etiquette skills and demonstrates a professional attitude towards supervisors, co-workers, providers, consumers and their representatives. Obtain and document demographic and insurance information from callers for scheduling mental health appointments. Maintains satisfactory performance rating in relation to data entry error rates. Successfully achieves satisfactory performance ratings in relation to internal audits pertaining to quality assurance measures which are routinely conducted by the Customer Care Manager through report data, silent monitoring and other supervisory modalities. Demonstrates detail-oriented and multi-tasking abilities as well as good problem solving skills. Demonstrates team-player attitudes/behavior and works effectively in a team-based environment. Demonstrates flexibility and adaptability in relation to Call Center operations.



**Please note, call center experience is not required if candidate possesses Centerstone experience.

High School Diploma or GED. Minimum 2 years Call Center representative experience. Medical appointment scheduling experience preferred. Basic understanding of issues related to mental illness and substance abuse. Basic knowledge of community resources for mental health services. Excellent phone etiquette, communication, and interpersonal skills. Ability to work effectively in a team-based environment. Efficient computer and typing skills.

*Experience working in mental health field is preferred
*Spanish Speaking is a plus

TIME TYPE:Full time

Delivering Care that Changes People's Lives starts with our employees. As a Centerstone employee there are many perks to enjoy. Below are just some of the great benefits you might be eligible for with Centerstone.


* Medical Coverage

* Dental Coverage

* Vision Coverage

* Flexible Spending Account

* Health Savings Account

* Short Term Disability

* Long Term Disability - Company Paid

* Wellness Programs - Company Paid


* Competitive Compensation Packages

* Life Insurance - Company Paid

* Accidental Death & Dismemberment Insurance - Company Paid

* 403b Retirement Plan with Company Funded Matching

* Retirement and Financial Planning Services

* Employee Discounts including Dell Computers, Verizon Wireless, Liberty Mutual, Costco, and Enterprise Rent-a-Car

* Loan Forgiveness options through federal programs (National Health Service Corps & Public Service Loan Forgiveness)


* At Centerstone training is one of our highest priorities. We provide company paid professional training for various skills, certifications, and continuing education

* Opportunities for growth and movement - We encourage our employees to consider new growth opportunities with us and have a 5 state footprint for those looking to relocate geographically

* Leadership Academy for our rising stars, supervisors, and leaders

* Centerstone Research Institute and Center for Clinical Excellence teach provide staff with industry best practices and processes


* Paid Time Off - Generous PTO for Vacations, Illness, Personal Days, Etc. (Paid Holidays)

* Flexible Work Schedules to promote a Healthy Work Life Balance

* Employee Assistance Program - assists employees with personal problems and/or work-related problems that may impact their job performance, health, mental and emotional well-being

Centerstone is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, disability, sexual orientation, marital status, or protected veteran status.

Keywords: Centerstone, Clarksville , Customer Care Consultant, IT / Software / Systems , Clarksville, Tennessee

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