Company Summary:

Beacon is a successful and national behavioral health company providing residential-based services and supports to children and adults with Intellectual and Developmental Disabilities, Severe Mental Illness, Autism, and high-acuity behaviors. All activities related to this position must be delivered in compliance with the company’s policies and procedures, accreditation standards, state and federal licensing requirements, HCBS guidelines, and the contractual requirements of Community Mental Health Agencies and other regulatory bodies. You are expected to be aligned with the goals and mission of the organization, and to perform in accordance with our “I CARE” core values of the organization – Integrity, Compassion, Advocacy, Respect and Excellence.

Position Summary:

The STAR Team Agent is responsible for providing exceptional customer service to all company employees, ensuring satisfaction through effective problem-solving, communication, and consistently meeting quality standards. This role requires in-depth knowledge of the company’s policies and procedures, the ability to respond promptly to inquiries, provide solutions to issues, and maintain accurate employee accounts. The STAR Team Agent must be proactive, taking extra steps to ensure the best outcomes for employee concerns and continuously striving to meet service goals while improving quality and efficiency.

Primary Responsibilities:

• Always be compliant with all company and regulatory policies and procedures.
• Answer inbound calls and make outbound calls to employees, addressing their concerns and inquiries.
• Utilize excellent communication skills to interact with employees, listen attentively to their concerns, and explain solutions in a clear and concise manner.
• Respond to employees' inquiries, requests, and feedback promptly, always ensuring a polite and professional manner.
• Provide accurate information and guidance on company policies, procedures, and services.
• Document employee interactions and update databases to ensure accurate and up-to-date records.
• Escalate or transfer calls to the appropriate departments or senior staff when needed to resolve more complex issues.
• Use company software, databases, and tools effectively to manage and track employee inquiries.
• Strive to meet or exceed call center performance metrics, focusing on improving key quality indicators such as first-contact resolution, call handling time, and customer

satisfaction.

• Continuously improve service quality by identifying and addressing recurring issues or patterns in employee inquiries and providing feedback for process improvement.
• Utilize problem-solving skills to quickly identify and resolve employee issues with the most effective solutions.
• Manage multiple tasks efficiently, handling calls, emails, and chats simultaneously while maintaining a high level of professionalism and quality outcomes.
• Demonstrate technical proficiency in using call center software, customer management tools, and databases.
• Build and maintain positive relationships with employees and fellow team members, fostering a collaborative work environment.
• Adhere to all company policies, procedures, and best practices in all interactions.
• Contribute to team goals by maintaining high-quality standards and improving customer service performance.

Position Expectations for Improved Quality Outcomes:

• Quality Assurance: Ensure all employee interactions meet company standards for quality, including clear communication, accurate information, and efficient problem resolution.
• Continuous Improvement: Actively seek opportunities for improving service delivery by identifying inefficiencies, suggesting process improvements, and participating in training sessions aimed at enhancing quality.
• Key Performance Indicators (KPIs): Consistently meet or exceed KPIs such as first-call resolution, response times, customer satisfaction scores, and issue resolution accuracy.
• Feedback Integration: Regularly review feedback from quality assurance reviews and use it to improve service delivery, ensuring continuous progress in performance metrics.
• Accountability: Take responsibility for individual performance, aiming for consistent improvement in both quantity and quality of work.
• Collaboration: Work closely with team leaders, peers, and other departments to share best practices and support efforts to improve overall service quality.

Team Member Expectations:

• Always be compliant with all company and regulatory policies and procedures.
• Strong interpersonal skills and a positive attitude helping to foster excellent employee experience.
• Empathetic and patient, with a commitment to ensuring employee satisfaction.
• Highly organized with excellent time management and multitasking skills.
• Team-oriented, with a focus on collaborating effectively to meet company goals.
• Preserve and protect the privacy, confidentiality and security of all medical records, proprietary and other confidential information relating to Beacon Specialized Living, its Individuals, Team Members, activities and affiliates, in accordance with all applicable laws (especially HIPAA) and contract terms.

• Promote Beacon in a positive manner and lead by example, modeling our core values in everyday behavior.
• Apply trauma-Informed Care principals recognizing the presence of trauma symptoms and acknowledging the role trauma may play in an individual’s life.
• Promote trauma-informed care at all levels of the organization and help create a culture that is sensitive to the feelings of our Individuals and avoid responding negatively to stigmas that they will never truly understand.
• Follow Beacon’s policies, procedures, and manuals.
• Cooperates with Beacon Specialized Living, the Department of Human Services (DHS) staff or any other regulatory body during any inspection, investigation or inquiry.
• Accept other duties as assigned.

Professional Conduct and Management Effectiveness:

In addition to evaluating your work performance you will be evaluated for the following work behaviors:

• Job Knowledge: Depth and breadth of knowledge supporting our organization goals.
• Quality of Work: Freedom from errors and mistakes, timeliness. Accuracy, quality of work in general.
• Quantity of Work: Work output of the employee.
• Reliability: The extent to which the employee can be dependent upon to be available for work, do it properly, and complete it on time. The degree to which the employee is reliable, trustworthy, and persistent.
• Initiative and Creativity: The ability to plan work and to go ahead with a task without being told every detail and the ability to make constructive suggestions.
• Judgment: The extent to which the employee makes decisions which are sound. Ability to base decisions on fact rather than emotion.
• Cooperation: Willingness to work harmoniously with others in getting a job done. Readiness to respond positively to instructions and procedures.
• Compliance: Always be compliant with all company and regulatory policies and procedures.
• Attendance: Faithfulness in coming to work daily and conforming to scheduled work hours.
• Planning and Organizing: The ability to analyze work, set goals, develop plans of action, utilize time, and delegate work as appropriate. Consider the amount of supervision required and the extent to which you can trust employees to carry out assignments conscientiously.
• Directing and Controlling: The ability to create a motivating climate, achieve teamwork, train, and develop, measure work in progress, and take corrective action.
• Decision Making: The ability to make decisions and the quality and timeliness of those decisions.
• Problem Solving: The ability to assess a problem, identify options or solutions, formulate a plan, execute the plan, and achieve and sustain positive outcomes.
• Embrace, support, and manage the business in accordance with Beacon’s Mission and Core Values.

Education and Qualifications:

• High school diploma or equivalent. Bachelor’s degree preferred.

• Experience working in a healthcare setting or social services setting
• Proven experience in a customer service or contact center role, preferably with a focus on employee relations or support.
• Strong verbal and written communication skills, with the ability to explain information clearly and effectively.
• Excellent problem-solving skills, with the ability to resolve complex issues and provide appropriate solutions.
• An ability to handle multiple tasks simultaneously in a fast-paced environment while maintaining high levels of professionalism.
• Proficiency in using customer service software, call center tools, and databases.
• Ability to work in shifts, including evenings and weekends.
• Must pass criminal background check
• Must possess a valid Driver’s License.
• Proficient in speaking, reading and writing the English language.
• Approved by state, federal and government entities to work within BSLS programs.
• Ability to use office equipment, including BSLS information technology systems.

Skills and Abilities:

• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Strong computer skills utilizing various software programs and applications.
• A professional demeanor.
• Demonstrated ability to multi-task.

Work Environment / Travel:

The majority of the job duties can be completed remotely, with occasional on-site visits to Beacon locations as needed.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and the ability to adjust focus. This would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work:

This position includes night shifts, weekends and holidays.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.