Call Center Specialist

We are looking for a Remote Call Center Specialist to join a Contract position supporting national referral intake operations. In this role, you will coordinate referral activity from initial intake through resolution, helping maintain smooth communication between partner organizations, franchise locations, and internal teams. The ideal candidate brings strong organization, sound judgment, and a customer-focused approach to a fast-moving environment where accuracy and responsiveness are essential.

Responsibilities:

• Receive and review incoming referral details, ensuring information is complete, accurate, and ready for processing.
• Coordinate referral workflows from intake to final resolution while maintaining timely updates across all involved parties.
• Serve as a key point of communication for national partners, franchise locations, and internal stakeholders to support efficient case handling.
• Monitor requirements and documentation to help maintain compliance with established processes and service expectations.
• Support day-to-day execution of centralized intake operations, including coordination with offshore support staff for consistent workflow coverage.
• Identify discrepancies, resolve routine issues independently, and escalate complex concerns when broader support is needed.
• Prioritize multiple active requests in a deadline-driven setting while maintaining high service quality and attention to detail.
• Use Microsoft Office tools and customer service systems to track activity, document updates, and report information accurately.
• At least 2 years of experience in call center, intake coordination, or customer service support roles.
• Demonstrated ability to manage several priorities at once while staying organized in a fast-paced environment.
• Strong written and verbal communication skills with a clear and concise communication style.
• High attention to detail and a process-driven approach to completing work accurately.
• Good judgment with the ability to solve problems independently and escalate issues appropriately.
• Proficiency with Microsoft Office, including Excel, Word, and PowerPoint.
• Experience working with customer service software and familiarity with medical or health insurance-related processes is preferred.