Call Center Coordinator

Morehead, KY
Full Time
Mid Level

Function:

The Call Center Coordinator is responsible for the day-to-day operational coordination of the call center. This role oversees staff scheduling, coverage, and workflow to ensure consistent, high-quality access to services. The Coordinator provides frontline supervision, real-time operational support, and performance monitoring while serving as a key liaison between call center staff and leadership.
The Coordinator ensures call center operations run efficiently and in compliance with Ramey-Estep/Re-group (RE) policies, regulatory and accrediting body requirements, and service standards. This position plays a critical role in maintaining adequate coverage, supporting staff performance, and promoting a trauma-informed, customer-focused, and collaborative work environment.
 

Organizational duties & responsibilities:

  1. The primary responsibility of all staff is to ensure the safety and well-being of all Ramey-Estep/Re-group (RE) clients.
  2. Supports the mission, vision, and values of RE.  Facilitates and adheres to the agency’s code of ethics, policies, and procedures.
  3. Supports all functions that attain and maintain accreditation and compliance with regulatory agencies.
  4. Supports and facilitates positive interaction with clients and staff by exhibiting both in-office and in-public when carrying out job duties:  individual maturity, respect for others, a team-centered approach, maintenance of confidential information, and awareness and sensitivity to cultural and other differences in clients and staff.
  5. Exhibits effective communication skills including proper use of agency communication systems.
  6. Participates in appropriate professional development programs to attain and maintain competency.
  7. Effectively manages financial and physical resources to achieve the mission of RE.
  8. Reports incidents of abuse or potential abuse involving clients to the appropriate authorities and RE.

Essential Duties and Responsibilities:

  1. Serve as the primary point of contact for individuals, families, providers, and community partners seeking access to behavioral health/primary care services, responding to inbound calls with professionalism, empathy, and cultural sensitivity.
  2. Screen calls using established scripts, clinical decision-support tools, and standardized questionnaires to identify presenting concerns, level of urgency, and appropriate next steps.
  3. Provide clear and accurate information regarding RE programs and route calls appropriately for additional information.
  4. Identify and appropriately escalate urgent, high-risk, or crisis-related calls in accordance with established protocols, including warm handoffs to clinical staff, crisis lines, or emergency services when necessary.
  5. Demonstrate trauma-informed and recovery-oriented communication practices, recognizing signs of emotional distress and responding in a manner that promotes safety, dignity, and trust.
  6. Maintain strict confidentiality and compliance with HIPAA, 42 CFR Part 2, and all applicable privacy and security regulations.
  7. Manage call flow effectively in a high-volume environment, balancing efficiency with quality, and meeting established productivity, quality assurance, and customer service benchmarks.
  8. Document all interactions thoroughly, accurately, and promptly to support clinical decision-making, continuity of care, billing, and regulatory requirements.
  9. Act as a liaison between call center staff and program leadership to ensure alignment and timely communication.
  10. Lead ongoing training, quality improvement initiatives, and performance evaluations to enhance service delivery, compliance, and professional development.
  11. Provide daily oversight and operational support to call center staff, including monitoring adherence to schedules, call handling protocols, and productivity expectations.
  12. Serve as an on-site shift leader, addressing real-time operational issues, workflow challenges, and staff questions.
  13. Conduct call monitoring, documentation reviews, and quality checks to ensure compliance with best practices and regulatory requirements.
  14. Provide real-time coaching, feedback, and guidance to staff to support performance improvement and professional development.
  15. Support onboarding and training of new staff, including shadowing, and reinforcement of call center workflows.
  16. Develop, maintain, and manage staff schedules to ensure adequate coverage across all operating hours, including evenings, weekends, and holidays.
  17. Monitor real-time call volume, service levels, and staffing needs; make coverage adjustments as necessary to maintain timely access to services.
  18. Coordinate coverage for planned and unplanned absences, including sick leave, vacation, and other time off, ensuring minimal disruption to operations. Ensures adequate coverage of the Call Center, and when coverage is unable to be secured with Call Center Specialists, the Coordinator will work the open shifts.
  19. Approve schedule changes, shift swaps, and coverage requests.
  20. Serve as the primary point of contact for staffing issues during assigned shifts, including call-outs and coverage emergencies.
  21. Track and report key performance indicators (KPIs), including call volume, wait times, abandonment rates, documentation accuracy, and schedule adherence.
  22. Other duties as assigned.

Working conditions/environment:

  1. Varied shifts within a 5-week rotating twenty-four-hour schedule.
  2. Weekends and holidays will occasionally be required.
  3. Additional hours may occasionally be required.
  4.  Ideal candidates will be able to work a rotation of day, evening and midnight shifts
  5. Fast-paced environment with the need for quick decisions to deal with any crisis that may arise.
  6. Office-based call center environment with prolonged periods of sitting and extensive computer use.
  7. Maintains a positive, professional attitude, contributing to a supportive work environment.

minimum job requirements:

Education:

A High School Diploma or GED is required. 
An Associate’s Degree/Certificate in Office Administration, Medical Office, or a similar field is preferred.

Experience:

A minimum of one year of experience in a call center, healthcare, human services, or similar customer service environment is required.
A minimum of one year of supervisory experience is preferred.
Knowledge of behavioral health terminology, services, healthcare access, and systems of care is preferred.
Knowledge of HIPAA and trauma-informed care principles is preferred.

Specific Skills and

requirements:

Must be at least 21 years of age.
Excellent interpersonal communication and active listening skills.
Strong problem-solving and critical-thinking abilities.
Ability to follow protocols, workflows, and documentation requirements
Ability to work effectively in a fast-paced, high-volume call center environment.
Ability to demonstrate empathy, patience, and professionalism with individuals in distress
Ability to document appropriately while on calls and during high-stress situations.
Strong attention to detail and accuracy in performing tasks.
Ability to follow written and verbal instructions.
Commitment to maintaining patient confidentiality and adhering to ethical standards.
Must maintain a valid Driver’s License and insurability.
Technical requirements include proficiency with Microsoft Word, Excel, PowerPoint, and any other applications used by the organization or regulatory agencies.
Ability to understand and relate to the needs of clients from diverse backgrounds.
Ability to read, write, and converse in English.
Successful completion of a pre-employment drug screen.
Successful completion of a background screening.
Successful completion of a TB skin test or proof of a negative chest x-ray or other documentation.

Specialized Licenses or training:

Successful completion of Excellent Foundations.
Maintain 20 hours of annual training.

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, talk, hear, and smell.  The employee frequently is required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, and climb stairs. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision. 

Supervisory REquirements:

Provides direct supervision to Call Center Specialists.
This position is also eligible for our full-time employee benefit package, which offers a generous 401(k) program with immediate vesting with dollar-for-dollar matching up to 6%, paid leave, health/dental/vision, and other competitive benefits!

The rate of pay for this position starts at $20 to $24/hourly.
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