Call Center Agent

Centerstone

. Deliver a respectful, compassionate experience for every caller, working to achieve one-call resolution whenever possible .

Posted 10/2/2026full-timeRemote • United StatesJuniorMid-Level💰 $16 - $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service and communication skills while effectively managing appointments and referrals in a healthcare contact center environment. Proficient in using EMR and CRM systems to ensure compliance with HIPAA and PHI guidelines.

Highest-signal resume keywords

Customer Service ExcellenceCrisis Screening AssessmentEMR/CRM ProficiencyInsurance VerificationContact Center Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Crisis Screening AssessmentInsurance VerificationEMR ProficiencyCRM ProficiencyAppointment Scheduling

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationTeam CollaborationIndependent Work

Tools & Technologies

SalesforceIntegrated Communication PlatformsVideo Conferencing ToolsCall-Handling Systems

Industry Keywords

HIPAA CompliancePHI GuidelinesHealthcareContact CenterPatient Engagement

About the role

Key responsibilities & impact

Deliver a respectful, compassionate experience for every caller, working to achieve one-call resolution whenever possible
Schedule appointments or connect individuals and families with 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 demographic information and accurately document details within CRM and/or EMR systems
Identify callers’ funding sources and perform brief insurance verification
Manage and track referrals in Salesforce, including necessary outbound follow-up calls
Achieve or exceed Contact Center KPIs and quality audit performance standards
Maintain compliance with HIPAA and PHI guidelines and protocols
Communicate professionally with colleagues, clients, and community partners through written, verbal, and virtual channels across digital platforms

Requirements

What you’ll need

High school diploma or GED required
Minimum of 2 years of experience working in health care, customer service, or other Contact Center setting
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
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
Consistent, reliable, and punctual attendance is essential
Experience using EMR, CRM, and/or scheduling software is preferred
Bachelor’s degree in human services, psychology, social services, education or related field preferred
None required for certification/licensure

Benefits

Comp & perks

Medical, dental, and vision health coverage
Flexible Spending and Health Savings Accounts
403b retirement plan with company match
Paid time off and ten paid holidays
AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
Employee Resource Groups
Continuing education opportunities
Employee Assistance Program