Call Center Administrative Assistant

Coastal Horizons

. Answer incoming calls, return messages, verify approved client identifiers and safe contact preferences, and route callers to appropriate staff .

Posted 9/29/2026full-timeRemote • North Carolina • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in managing high-volume phone systems, electronic health records, and multi-calendar scheduling while providing trauma-informed customer service. Capable of maintaining confidentiality and adapting to changing service demands in a fast-paced environment.

Highest-signal resume keywords

Electronic Health RecordsMulti-Calendar SchedulingCustomer ServiceMicrosoft 365Trauma-Informed Care

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryAppointment SchedulingDocument ManagementWorkflow TroubleshootingRecord Keeping

Soft Skills

Communication SkillsAttention to DetailCalm and Patient ServiceOrganizational SkillsAdaptability

Tools & Technologies

Phone SystemsScheduling SystemsElectronic Documentation PlatformsVirtual Meeting Technology

Industry Keywords

Healthcare AdministrationHuman ServicesCall Center OperationsConfidentialityBehavioral Health Services

About the role

Key responsibilities & impact

Answer incoming calls, return messages, verify approved client identifiers and safe contact preferences, and route callers to appropriate staff
Provide information about next steps using approved scripts and procedures
Identify stated immediate danger or urgent needs and immediately transfer clinical or safety concerns to qualified staff
Monitor shared referral queues, inboxes, voicemail, and schedules for duplicate referrals, missing information, deadlines, and unassigned work
Schedule and reschedule secure-video and in-person appointments
Maintain rapid-access appointment availability and schedule clients into appropriate local handoff appointments
Assist clients with accessing the HIPAA-configured intake packet and provide approved links and instructions
Provide nonclinical assistance with intake materials without requiring electronic materials for service access
Send appointment confirmations and reminders and document contact attempts in electronic medical record systems
Track unreachable clients and canceled, missed, or incomplete appointments for follow-up
Use electronic health records, scheduling systems, document management platforms, communication systems, phone systems, and other technology
Troubleshoot routine system issues and escalate unresolved technical or workflow concerns
Verify receiving Care Manager acceptance before reassigning clients to their home county and local Care Manager
Maintain scripts, contact lists, provider information, downtime materials, reports, meeting materials, and onboarding resources
Provide responsive, respectful, and trauma-informed customer service while managing frequent calls, interruptions, sensitive information, and competing priorities
Support Call Center and local TASC staff with administrative coordination and workflow needs
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or equivalent
Associate degree in business administration, office administration, healthcare administration, human services, or a related field preferred
Two years of relevant administrative, call center, customer service, healthcare, or human services experience
Experience working with electronic health records, multi-calendar scheduling, high-volume phone systems, data entry, and Microsoft 365
Ability to provide calm, respectful, patient, and trauma-informed service to individuals with varied communication, technology, language, and accessibility needs
Strong customer service and communication skills
Ability to manage frequent calls, interruptions, sensitive information, and competing deadlines
Ability to follow scripts and established protocols accurately while recognizing concerns requiring immediate clinical or supervisory escalation
Strong attention to detail and ability to maintain accurate records and documentation
Ability to learn and navigate multiple electronic systems and investigate routine workflow issues
Ability to communicate professionally with clients, coworkers, probation staff, treatment providers, and community partners
Ability to organize competing priorities, meet deadlines, and adapt to changing service demands
Ability to maintain confidentiality, professional boundaries, and privacy and security requirements
Proficiency with Microsoft 365 and ability to learn electronic documentation, scheduling, virtual meeting, secure-video, and other technology platforms
Ability to provide compassionate and trauma-informed service to individuals seeking behavioral health and substance use services
Ability to perform essential functions involving stooping, standing, walking, fingering, grasping, talking, hearing, and repetitive motions
Ability to perform sedentary work involving occasional lifting, carrying, pushing, pulling, or moving objects weighing up to 10 pounds

Benefits

Comp & perks

Mission-driven organization providing behavioral health, substance use, and community-based services
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position