Call Center Specialist Job Northern Kentucky USA,Social Work

Location: Northern

Successful candidates must:

Be willing and able to work the midnight schedule listed belowand overtime as needed to coverPTO and call-offs.
Be willing and able to work holidays when the holiday falls on your regularlyscheduled shift.
Have dependable transportation.

Midnight Shift 10:00 p.m.

- 8:00 a.m.

Work Saturday
- Tuesday, Off Wednesday - Friday

Function:

The Call Center Specialist serves as the first point of contact for individuals seeking services with Ramey-Estep/Re-group. This role is responsible for answering and appropriately routing inbound calls, providing accurate information on services, and community resources. The Specialist plays a critical role in ensuring timely access to care while delivering high-quality, compassionate, trauma-informed, and culturally responsive customer service.

Organizational duties & responsibilities:

The primary responsibility of all staff is to ensure the safety and well-being of all Ramey-Estep/Re-group (RE) clients.

Supports the mission, vision, and values of RE. Facilitates and adheres to the agency’s code of ethics, policies, and procedures.

Supports all functions that attain and maintain accreditation and compliance with regulatory agencies.

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.

Exhibits effective communication skills, including proper use of agency communication systems.

Participates in appropriate professional development programs to attain and maintain competency.

Effectively manages financial and physical resources to achieve the mission of RE.

Reports incidents of abuse or potential abuse involving clients to the appropriate authorities and RE.

Essential Duties and Responsibilities:

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.

Screen calls using established scripts, clinical decision-support tools, and standardized questionnaires to identify presenting concerns, level of urgency, and appropriate next steps.

Provide clear and accurate information regarding RE programs and appropriately route for additional information.

Identify and appropriately elevate 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.

Demonstrate trauma-informed and recovery-oriented communication practices, recognizing signs of emotional distress and responding in a manner that promotes safety, dignity, and trust.

Maintain strict confidentiality and compliance with HIPAA, 42 CFR Part 2, and all applicable privacy and security regulations.

Manage call flow effectively in a high-volume environment, balancing efficiency with quality, and meeting established productivity, quality assurance, and customer service benchmarks.

Document all interactions thoroughly, accurately, and promptly to support clinical decision‑making, continuity of care, billing, and regulatory requirements.

Participate in ongoing training, quality improvement initiatives, and performance evaluations to enhance service delivery, compliance, and professional development.

Other duties as assigned.

Working conditions/environment:

Varied shifts within a 5-week rotating twenty-four-hour schedule.

Weekends and holidays will occasionally be required.

Additional hours may occasionally be required.

Ideal candidates will be…