Call Center Representative

Job Title: Call Center Representative – Intake & Admissions
Location: Abilene, TX
Company: Serenity Foundation of Texas

Job Type: Full-Time
Schedule: Monday – Friday, 8:00 AM – 5:00 PM

About Us

Serenity Foundation of Texas is a nonprofit substance use disorder (SUD) treatment organization dedicated to helping individuals reclaim their lives through compassionate, evidence-based care. Our team is committed to providing a full continuum of services in a supportive and professional environment.

Position Summary

We are seeking a compassionate, detail-oriented Call Center Representative to join our Intake & Admissions team. This role is often the first point of contact for individuals seeking treatment and plays a critical role in guiding clients and families through the admissions process.

The ideal candidate is professional, empathetic, organized, and able to manage high call volumes while maintaining accuracy and confidentiality.

Key Responsibilities

• Answer inbound calls from prospective clients, families, and referral sources
• Explain program services, levels of care, and admission requirements
• Complete and process intake applications and admissions documentation
• Verify insurance and/or assist with funding eligibility (Medicaid, TANF, CHIP, etc.)
• Coordinate admissions with clinical and medical teams
• Maintain accurate and timely documentation in electronic systems
• Ensure compliance with HIPAA and 42 CFR Part 2 confidentiality regulations
• Provide compassionate, nonjudgmental support to individuals in crisis

Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred
• Previous experience in call center, healthcare, behavioral health, or admissions preferred
• Strong communication and customer service skills
• Ability to handle sensitive situations with professionalism and empathy
• Excellent organizational and multitasking abilities
• Basic computer skills and experience with electronic records systems
• Knowledge of substance use disorder treatment or recovery is a plus

Job Type: Full-time

Pay: From $11.50 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Education:

• High school or equivalent (Preferred)

Work Location: In person