Call Center Coordinator Job Morehead area,Kentucky USA,Customer Service/HelpDesk

Overview

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 promotes a trauma-informed, customer-focused, and collaborative work environment.

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 in-office and in-public professionalism, 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 route calls appropriately for additional information.

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.

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.

Act as a liaison between call center staff and program leadership to ensure alignment and timely communication.

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

Provide daily oversight and operational support to call center staff, including monitoring adherence to schedules, call handling protocols, and productivity expectations.

Serve as an on-site shift leader, addressing real-time operational issues, workflow challenges, and staff questions.

Conduct call monitoring, documentation reviews, and quality checks to ensure compliance with best practices and regulatory requirements.

Provide real-time coaching, feedback, and guidance to staff to support performance improvement and professional development.

Support onboarding and training of new staff, including shadowing, and reinforcement of call center workflows.

Develop, maintain, and manage staff schedules to ensure adequate coverage across all operating hours, including evenings, weekends, and holidays.

Monitor real-time call volume, service levels, and staffing needs; make coverage adjustments as necessary to maintain timely access to services.

Coordinate coverage for planned and unplanned absences, including sick leave, vacation, and other time off, ensuring minimal disruption to operations. Ensure 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.

Approve schedule changes, shift swaps, and coverage requests.

Serve as the primary point of contact for staffing issues during assigned shifts, including call-outs and coverage emergencies.

Track and report key performance indicators (KPIs), including call volume, wait times,…


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