Call Center Administrative Assistant

🔥 6 hours ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📋 Administrative Assistant

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Coastal Horizons

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1970

🏥 Healthcare

🤝 Non-profit

🧘 Wellness

Healthcare • Non-profit • Wellness

Coastal Horizons is a nationally accredited, non-profit organization dedicated to promoting healthier lives, stronger families, and safer communities through a broad range of effective, evidence-based substance use, mental health, crisis intervention, and wellness services. It serves more than half of the counties in North Carolina, providing critical services such as outpatient treatment for substance use and mental health, crisis intervention, and support for justice-involved individuals. Coastal Horizons is committed to increasing access to these essential services, ensuring that no one is denied assistance due to inability to pay, and fostering an inclusive environment within the community.

📋 Description

• Answer incoming calls, return messages, verify approved client identifiers and safe contact preferences, and route callers to appropriate staff • Provide information about next steps using approved scripts and procedures • Identify stated immediate danger or urgent needs and immediately transfer clinical or safety concerns to qualified staff • Monitor shared referral queues, inboxes, voicemail, and schedules for duplicate referrals, missing information, deadlines, and unassigned work • Schedule and reschedule secure-video and in-person appointments • Maintain rapid-access appointment availability and schedule clients into appropriate local handoff appointments • Assist clients with accessing the HIPAA-configured intake packet and provide approved links and instructions • Provide nonclinical assistance with intake materials without requiring electronic materials for service access • Send appointment confirmations and reminders and document contact attempts in electronic medical record systems • Track unreachable clients and canceled, missed, or incomplete appointments for follow-up • Use electronic health records, scheduling systems, document management platforms, communication systems, phone systems, and other technology • Troubleshoot routine system issues and escalate unresolved technical or workflow concerns • Verify receiving Care Manager acceptance before reassigning clients to their home county and local Care Manager • Maintain scripts, contact lists, provider information, downtime materials, reports, meeting materials, and onboarding resources • Provide responsive, respectful, and trauma-informed customer service while managing frequent calls, interruptions, sensitive information, and competing priorities • Support Call Center and local TASC staff with administrative coordination and workflow needs • Perform other duties as assigned

🎯 Requirements

• High school diploma or equivalent • Associate degree in business administration, office administration, healthcare administration, human services, or a related field preferred • Two years of relevant administrative, call center, customer service, healthcare, or human services experience • Experience working with electronic health records, multi-calendar scheduling, high-volume phone systems, data entry, and Microsoft 365 • Ability to provide calm, respectful, patient, and trauma-informed service to individuals with varied communication, technology, language, and accessibility needs • Strong customer service and communication skills • Ability to manage frequent calls, interruptions, sensitive information, and competing deadlines • Ability to follow scripts and established protocols accurately while recognizing concerns requiring immediate clinical or supervisory escalation • Strong attention to detail and ability to maintain accurate records and documentation • Ability to learn and navigate multiple electronic systems and investigate routine workflow issues • Ability to communicate professionally with clients, coworkers, probation staff, treatment providers, and community partners • Ability to organize competing priorities, meet deadlines, and adapt to changing service demands • Ability to maintain confidentiality, professional boundaries, and privacy and security requirements • Proficiency with Microsoft 365 and ability to learn electronic documentation, scheduling, virtual meeting, secure-video, and other technology platforms • Ability to provide compassionate and trauma-informed service to individuals seeking behavioral health and substance use services • Ability to perform essential functions involving stooping, standing, walking, fingering, grasping, talking, hearing, and repetitive motions • Ability to perform sedentary work involving occasional lifting, carrying, pushing, pulling, or moving objects weighing up to 10 pounds

🏖️ Benefits

• Mission-driven organization providing behavioral health, substance use, and community-based services • Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position