Job Title: Customer Care Specialist (CCS)
Department: Clinical Operations
FLSA Classification: Non-Exempt - Full-time
Reports To: Lead
BHR Values:
- Resilience- We invest in ourselves, so we have the strength to meet our community’s needs and recover quickly from adversity.
- Dedication- We are passionate helpers committed to clinical and ethical best practices.
- Excellence- We deliver excellence in all we do; quality comes first.
- Collaborative- We model intentional collaboration to build relationships that connect us.
- Culturally Responsive- We take an equitable, empathic, and inclusive approach.
- Integrity- We act with integrity upholding clinical and ethical excellence.
Position Summary
The Customer Care Specialist (CCS) provides compassionate crisis support to callers; including clinical assessments, safety screening/planning, and providing appropriate referrals to address callers’ needs. The CCS will also dispatch the Mobile Crisis Responders to the community. The CCS is expected to document all calls concurrently and to meet all Contact Center quality standards.
Essential Functions:
1. Collaboratively agree upon a plan of action, or appropriate intervention, with the caller that is focused on reducing symptomatology while utilizing the appropriate level of care.
2. Able to identify where the client is in the change continuum and how to support them in that spot.
3. Shows compassion and care in every interaction.
4. Understands and is sensitive to personal values and beliefs expressed through gender, cultural, age, ethnic, spiritual, developmental, and sexual diversity.
5. Proficiently handles call volume in a fast-paced contact center while meeting all quality and performance standards.
6. Meets contact center attendance and punctuality standards.
7. Able to integrate quality and performance feedback into future work.
8. Documentation is professionally written and efficiently entered into the electronic health record.
9. Decide when it is necessary and dispatch Mobile Crisis Responders into the community.
10. Committed to ongoing professional and educational development. Participates in individual and group supervision, BHR training, seminars, and events.
11. Must work well as part of a team and individually. Must be flexible with work hours and special requests from supervisors.
12. Able to troubleshoot problems (clinical or technical) quickly and communicate outcomes.
13. Must work one-weekend shift per week as scheduled.
14. Perform other job-related duties as assigned by a manager.
Education, Experience, Competencies, and Skills Required:
1. Bachelor’s Degree in a human services field OR any 4-year combination of higher education and qualifying experience OR an individual with 4 years of qualifying experience.
2. Working knowledge of suicide screenings and safety planning.
3. Ability to learn and adhere to multiple protocols.
4. Strong verbal, written, and interpersonal skills.
5. Easily adapts to changes in a fast-paced environment.
6. At least 1 year of clinical experience preferred.
7. Contact Center/Customer Service experience preferred.
At BHR, we are leaders in providing education, coordination, and services that improve wellness, enhance the quality of life, and save lives. We do this by developing a diverse team of compassionate professionals who provide around-the-clock and barrier-free life-saving service