Call Center Assistant

Career opportunities abound at Sound!
Join our team of dynamic professionals who are making a difference in our clients' lives every day. 

Our team is focused on demonstrating compassion, patience, and understanding in all that we do. We firmly believe in and advocate for diversity, equity, justice, and inclusion for our team and clients. 

We are welcoming a call center assistant to remain logged in and available on the phone system to answer a high volume of calls for the duration of each shift. Perform a wide variety of administrative duties relevant to the program needs of the organization. Manage multiple tasks in an organized manner in order to adhere to critical timelines. Maintain a high standard of professionalism, confidentiality, and discretion while interacting with clients, team members, and visitors, in the performance of duties.

As a member of the Administration team, participate in required team meetings and provide frequent cross-team support and coverage as needed.

Schedule: Monday-Friday 8:00am-5:00pm 

Location: On-site at our Tukwila East clinic

ESSENTIAL FUNCTIONS AND DUTIES

• Perform call center duties by answering multiple telephone lines, routing calls, taking messages, providing relevant service/program information, and scheduling appointments for new and existing clients.
• Ensure financial eligibility and enter coverage information by processing insurance verification for clients through Provider One, various state/county agencies, and other external websites.
• Verify client chart information, including but not limited to, client demographics, insurance coverage, appointment times/dates, and all required paperwork.
• Monitor multiple agency Emails, Voicemail boxes, and other correspondence platforms with all replies returned in less than 24 hrs.
• Communicate with outside sources to obtain client information and/or paperwork.
• Participate in Sound thinking and other projects representing the Administration team.
• Attend team and corporate meetings in other Sound locations as necessary.
• Other related duties as assigned by the Supervisor or Director.

KEY WORK RELATIONSHIPS

Establishes and maintains positive, ethical, and professional working relationships with the Sound management and team members, clients, tenants, government officials, inspectors, vendors, and other professionals. Relates to a wide variety of people including members of ethnic and sexual minority populations, and is respectful of individual and cultural differences.

EDUCATION AND EXPERIENCE

• High school graduate or GED equivalent.
• Two or more years of progressively responsible administrative duties in a fast-paced environment.
• Experience in a high-volume call center environment is preferred.
• Experience with health insurance verification and data entry preferred.
• Avatar scheduling software experience is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of general office practices and procedures, is required.
• Strong verbal and written communication skills, along with the ability to understand and carry out oral and written instructions, are required.
• Basic knowledge of health insurance verification and billing processes is strongly preferred.
• Ability to effectively communicate with clients required.
• Strong knowledge of Microsoft Office products (Word, Excel, and Outlook).
• Strong attention to detail.
• Ability to establish and maintain effective working relationships within a team.
• Comfort in relating to child and adult clients, and the ability to relate easily and positively to individuals from varying educational, professional, and economic backgrounds.
• Ability to work effectively supporting a number of treatment teams.
• Ability to work independently with minimal supervision, and the ability to multi-task while dealing with unexpected deadlines.
• Maintenance of high standards for accuracy, productivity, and confidentiality.

CERTIFICATES, LICENSES & REGISTRATIONS

• Washington driver's license and insurable driving record, required.
• Must pass a criminal background check.

PHYSICAL DEMANDS

While performing the duties of this job, an individual must be able to sit at a desk for three or more hours a day and use office equipment, including phones and computer keyboards. Individuals must be able to engage people over the phone and in person by voice. The individual in this Job is regularly required to use hands, reach with hands and arms, and is frequently required to stand, sit; and stoop or kneel, and may need to lift 25 pounds on occasion. The individual is required to visit various locations and walk on a regular basis. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Regular attendance is an essential function of the job. Reasonable accommodations may be made to assist individuals with disabilities to perform essential job functions. This POSITION requires working at various properties and on a varied schedule.

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work performed; it is not intended as an exhaustive list of all duties, responsibilities and required skills for the Job. Team members will be required to follow any other job-related instructions and to perform other duties requested by their supervisor in compliance with Federal and State laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities necessary to perform each duty proficiently. Continued employment remains on an "at-will" basis.

All Team Members at Sound working 40 hours per week will be eligible for the following benefits:

• 100% Paid Medical & Dental Insurance
  • Full time Team Member and child(ren) coverage until child's 26th birthday
  • Spouse/Domestic Partner coverage available (team member pays full cost)
• Paid Life Insurance
  
  • 2x annual salary + additional $25,000
• Long Term Disability Insurance (60% monthly salary)
  
  • 100% premiums paid by Sound
• 18 Days of Paid Rest and Relaxation (Vacation) - beginning first year
• 12 Days of Paid Sick Leave
• 9 Days of Paid Holidays
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
  
  • for health care (limited) and dependent day care costs (pre-tax)
• Employee Assistance Plan (EAP)
  
  • The Standard
• Sound retirement plan:
  
  • 401(k) plan (organization contribution) – Sound contributes 3% to team members' plan even if you don’t.  
  • Team members are 100% vested; team members may contribute to their own plan
• Paid Training
  
  • Free in-house professional training and $400 annually + 3 paid days off-site training
• Public Service Loan Forgiveness (PSLF)
• Free Supervision Hours -  Washington State Licensure
• Service Award - at 5,10,15,20 & 25 years of service

Compensation: $24.79-$26.06 per hour