Contact Center Coordinator

Position: Contact Center Coordinator

Reports to: Director of Admissions

Position Overview

As the Contact Center Coordinator, you will serve as the central point of connection for individuals, families, and referral sources seeking behavioral health and recovery services. You will oversee incoming and outgoing communications within the call center, ensuring callers receive accurate information, timely support, and compassionate experience. This role plays a vital part in connecting people to care by coordinating communication flow, verifying insurance, scheduling assessments, and supporting the intake and admissions process.

Key Responsibilities

• Manage inbound and outbound calls, ensuring prompt, professional, and compassionate responses.
• Serve as the first point of contact for individuals seeking services, answering inquiries and guiding them through next steps.
• Conduct preliminary screenings to assess urgency, eligibility, and appropriate program placement.
• Verify insurance coverage and benefits, ensuring accurate entry into the system.
• Coordinate and schedule intake assessments and appointments across facilities.
• Maintain accurate, confidential records including caller details, follow-ups, and outcomes.
• Provide crisis support and de-escalation when necessary, ensuring urgent needs are appropriately addressed.
• Support contact center operations by monitoring call volume, identifying workflow needs, and escalating issues as needed.
• Stay informed about Lighthouse programs and community resources to provide accurate referrals.
• Collaborate with intake, admissions, recovery housing and clinical teams to ensure seamless communication and client transitions.
• Perform additional duties as assigned to support contact center efficiency and client care.

Required Qualifications

• High School Diploma or equivalent.
• Minimum 1 year of experience in a call center, customer service, or administrative coordination role (healthcare or behavioral health preferred) OR candidates who are currently pursuing or recently completed a degree in Social Work, Psychology, Counseling, Human Services, Public Health, Sociology, Criminal Justice, Nursing, or a related field.
• Strong verbal and written communication skills.
• Ability to manage a high volume in a fast-paced environment while maintaining professionalism and empathy.
• Proficiency in Microsoft Office Suite and call center/CRM software.
• Must pass BCI checks, corporate compliance checks, and employment drug screening.

Preferred Qualifications

• Experience with insurance verification and scheduling systems.
• Background or coursework in Social Work, Psychology, Counseling, Human Services, Public Health, Sociology, Criminal Justice, Nursing, or a related field.
• Strong crisis management skills and ability to support individuals in distress.
• Familiarity with behavioral health, substance use treatment, or emergency response environments

Key Competencies

• Compassionate Communication: Demonstrates empathy and provides solution-focused support to individuals in need.
• Organizational Skills: Manages multiple priorities while ensuring accuracy and attention to detail.
• Problem-Solving: Anticipates needs, addresses challenges, and ensures smooth coordination of services.
• Resilience & Adaptability: Remains calm under pressure and adapts to changing call center demands.
• Collaboration: Works effectively with cross-functional teams to ensure client-centered service delivery.
• Compliance & Integrity: Upholds HIPAA, confidentiality, and all regulatory requirements.

Work Environment & Schedule

• On-site position with flexibility for nights, weekends, and holidays as needed.
• Fast-paced call center setting requires extended periods of sitting, phone communication, and computer use.
• Occasional lifting (up to 25 pounds) and mobility within the office as needed.

Location: 4236 E Broad St Whitehall, 43213

Schedule:

Thursday - Monday 8am - 4:30pm OR

Monday - Tuesday, Thursday - Saturday (off Sundays and Wednesdays) 8am - 4:30pm OR

Monday - Friday 9:30am - 6pm