Remote
Call Center Specialist
Mindful Health is a fast-growing company with the goal of providing an intentionally different approach to mental health and well-being. We have an incredible group of passionate team members who want to impact our communities and the mental health arena by providing clients with an unparalleled treatment experience. We are a combination of bricks & mortar locations and virtual service offerings across Texas, providing a one-stop shop for mental health treatment.
Mindful Health creates an atmosphere that supports and values our clients and team members. Our commitment is to cultivate a culture that provides intentional & exceptional care for our clients and a warm and nurturing environment for our team so we can make a lasting impact in our communities. We believe that health encompasses the whole person, mind, and body, and our clinical programming is built around this belief. We work to empower clients to live full and healthier lives. We maintain these same beliefs in developing and supporting our Mindful Health team. We seek enthusiastic individuals passionate about helping clients and value working in a team environment. Please visit our website for more information about our services, locations, and team at www.mindful.health
Position Summary:
The Call Center Specialist plays a key role in ensuring clients have seamless access to Mindful Health’s psychiatry and therapy services. This position involves actively engaging and motivating clients to attend treatment, assisting with appointment scheduling, and helping coordinate the resolution of care-related issues. The specialist is also responsible for accurately entering, tracking, and managing client data related to appointments, attendance, and follow-ups.
Job Duties:
- Enter all inbound and outbound calls into the Zoho CRM, including referral source data
- Track client appointments and attendance, including scheduled visits, cancellations, and no-shows
- Pre-register and schedule patients for appointments via inbound and outbound calls
- Make outbound calls to remind patients of appointments and coordinate care opportunities with patients, providers, and pharmacies
- Assist clients in completing required documentation prior to initial evaluations and follow-up visits
- Engage and motivate clients to return to treatment after missed appointments through phone, letter, or other outreach methods
- Serve as a point of contact for referral sources and provide requested information
- Assist with callbacks to patients at the request of providers
- Deliver excellent customer service using active listening, empathy, courtesy, and clear communication
- Demonstrate sensitivity to individual client needs and proactively address concerns
- Manage client interactions to ensure inquiries are resolved thoroughly and efficiently
- Escalate transactions according to established protocols
- Ensure compliance with Mindful Health policies, including HIPAA regulations
- Perform other duties as assigned
- Provide virtual support to providers as needed
Education and Experience:
- High school diploma required,
- 1 + year(s) experience within a behavioral health facility/practice or health care setting, or equivalent
- Familiarity with medical terminology a plus.
Required Skills:
- Strong attention to detail and accuracy.
- Strong organizational skills and the ability to manage competing priorities and meet deadlines.
- Ability to work independently and as part of a team.
- Strong interpersonal skills.
- High integrity with excellent problem-solving abilities.
- Excellent written and verbal communication skills with an emphasis on customer service
- Ability to operate a personal computer and proficient with Microsoft Office Suite and medical office software.
- Understanding of and commitment to the appropriate protection of confidential patient information.
- Ability to read, write, and comprehend through listening.
- Must effectively communicate with patients/team members/customers and clearly express oneself while exchanging information.
Physical Requirements:
- Ability to alternate between sitting and standing for extended periods.
- Ability to lift, hold, push, and pull 15 pounds.
- Ability to operate a computer and/or laptop through proficient typing, clicking, and viewing a monitor for extended periods.
- Ability to view computer monitors with close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination.
- Ability to perform essential job functions consistently, safely, and successfully with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
Mindful Health offers:
- A healthy & positive atmosphere.
- Schedule: Monday - Friday, 8AM - 5PM
- Computer equipment (Laptop. Keyboard, mouse, speaker, and IT support).
- Salary: $20.00 - $23.00 / hour
Mindful Health offers a comprehensive benefits package to support the well-being and professional development of our employees. This position is eligible for the following benefits:
- 120 hours (15 days) of paid time off
- 40 hours (5 days) of sick leave
- 24 hours (3 days) of paid bereavement leave per occurrence.
- Medical and supplemental health insurance (vision, dental, long-term disability, short-term disability, life insurance, etc.).
- Professional development opportunities
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.
Pay Range: $20 - $23 per hour
