[Hiring] Phone Counselor @Lifepoint Health

Role Description

The Behavioral Health Phone Counselor I will respond to inquiries from callers in a timely, professional and effective manner based on the guidelines of the products that they support.

• Answer inbound customer calls based on department service level goals.
• Communicate with callers and address their concerns in a satisfactory manner.
• Accurately collect and perform data entry of all required caller information, following processes and protocols outlined for the products they support.
• Use professional communication etiquette and listening skills to assist and build rapport with callers.
• Build a safe and trustworthy environment for callers by utilizing both scripted and non-scripted communication methods.
• De-escalate situations involving dissatisfied callers offering assistance and support.
• Utilize and maneuver between different software systems.
• Assist with maintaining accurate and up to date information in all documentation systems.
• Meet specified goals and objectives as assigned by management regularly.
• Always maintain confidentiality of account information.
• Provide exceptional customer service to all callers.
• Escalate any problems that may arise to management.
• Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
• Adhere to the prescribed policies and procedures as outlined in the Work from Home Requirements and Call Center Guidelines.
• Maintain awareness of and actively participate in the Corporate Compliance Programs.
• Assist with other projects as assigned by management.
• Regular and reliable schedule adherence is required.

Qualifications

• Bachelor’s degree in Psychology, Social Work, or a related field (Experience will be considered in lieu of education).
• 2 years previous experience working with case management, crisis intervention, and call centers preferred.

Requirements

• Positive attitude and ability to work well with others.
• Professional, articulate communication style.
• Ability to multi-task in several computer applications while holding a conversation with a client.
• Enjoy working in a fast-paced environment while maintaining a professional attitude.
• Limited restrictions on availability, must be able to work weekends and holidays.
• Demonstrates ability to communicate effectively (both oral and written).
• Excellent interpersonal skills with an orientation towards professionalism and customer service.
• Excellent attention to detail and data entry accuracy required.
• Flexibility to quickly adapt to any new business environment.
• Must be able to work in a remote Team environment.

Benefits

• Comprehensive Benefits: Multiple levels of medical, dental and vision coverage — tailored benefit options for part-time and PRN employees, and more.
• Financial Protection & PTO: Life, accident, critical illness, hospital indemnity insurance, short- and long-term disability, paid family leave and paid time off.
• Financial & Career Growth: Higher education and certification tuition assistance, loan assistance and 401(k) retirement package and company match.
• Employee Well-being: Mental, physical, and financial wellness programs (free gym memberships, virtual care appointments, mental health services and discount programs).
• Professional Development: Ongoing learning and career advancement opportunities.

Company Description

Lifepoint Health is an Equal Opportunity Employer. Lifepoint Health is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment. Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier.

• Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum.
• We believe that success is achieved through talented people.
• We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
• We employ and provide care to people from all walks of life.
• We are committed to promoting healing, providing hope, preserving dignity and producing value with an inclusive workforce in which diversity is leveraged, respected, and reflective of the patients, family members, customers and team members we serve.