Marioncounseling

Marion Counseling Services (MCS) is dedicated to providing compassionate, accessible, and high-quality mental health services to individuals and families. We are seeking a professional and customer-focused Call Center Agent to serve as the first point of contact for clients seeking information, support, and appointment scheduling services.

Position Summary

The Call Center Agent is responsible for handling inbound and outbound calls, assisting clients with scheduling appointments, answering questions regarding services, updating client information, and providing exceptional customer service. The ideal candidate possesses strong communication skills, attention to detail, and the ability to handle sensitive information with professionalism and confidentiality.

Essential Duties and Responsibilities

• Answer inbound calls from prospective and existing clients in a professional and courteous manner.
• Make outbound calls for appointment confirmations, reminders, follow-ups, and client outreach.
• Schedule, reschedule, and cancel appointments using company scheduling systems.
• Provide accurate information regarding services, procedures, and office policies.
• Verify and update client demographic and contact information.
• Document client interactions accurately within company systems.
• Route calls and messages to appropriate departments or team members.
• Assist clients with intake and onboarding processes.
• Maintain confidentiality and comply with HIPAA and company privacy policies.
• Resolve client concerns and escalate issues when necessary.
• Meet established performance metrics, including call quality, attendance, and productivity standards.
• Participate in training programs and team meetings.
• Perform other administrative duties as assigned.

Required Qualifications

• High school diploma or GED required.
• Minimum of one (1) year of customer service, call center, healthcare support, or administrative experience.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving abilities.
• Proficiency with computers and Microsoft Office applications.
• Ability to navigate multiple systems while speaking with clients.
• Strong organizational and time management skills.
• Ability to maintain confidentiality and professionalism.

Preferred Qualifications

• Experience in healthcare, behavioral health, counseling, or medical office settings.
• Previous call center experience.
• Experience with scheduling software, CRM systems, or electronic health records (EHR).
• Bilingual (English/Spanish) preferred but not required.

Core Competencies

• Customer Service Excellence
• Effective Communication
• Active Listening
• Attention to Detail
• Time Management
• Problem Solving
• Team Collaboration
• Professionalism
• Adaptability

Compensation

Salary Range: $18.00 – $25.00 per hour, depending on experience and qualifications.

Benefits

Eligible employees may receive:

• Health, dental, and vision insurance
• Paid Time Off (PTO)
• Paid holidays
• Remote work flexibility
• Professional development opportunities
• Employee assistance program
• Retirement savings plan

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to communicate effectively by telephone and video conferencing.
• Ability to use a headset and computer simultaneously throughout the workday.

Work Environment

This is a remote position requiring a dedicated workspace, reliable high-speed internet connection, and the ability to work independently while maintaining productivity and professionalism.

Equal Employment Opportunity Statement

Marion Counseling Services (MCS) is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable federal, state, or local law.