Call Center Coordinator

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.

• 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.

• 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 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.
• 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…