Care Center Representative

The Care Center Representative serves as a first point of contact for clients, caregivers, employees, healthcare providers, and other individuals contacting the organization. This position is responsible for answering incoming calls, identifying the caller’s needs, providing appropriate assistance, and ensuring the caller is connected with the correct department or team member.

The ideal candidate is professional, compassionate, organized, and able to communicate clearly while managing multiple requests in a fast-paced environment. Second Shift Key Responsibilities Answer incoming calls in a professional, friendly, and timely manner. Determine the reason for each call by asking appropriate questions and actively listening to the caller.

Provide general information and assistance within the scope of the Care Center. Route or transfer callers to the appropriate department, location, or team member based on their needs. Assist callers with questions related to services, benefits, equipment, home health, therapy, employment, and other organizational resources.

Create and document tickets or messages when an issue requires follow-up from another department. Accurately record caller information, including name, phone number, reason for the call, and other relevant details. Follow established call-routing procedures and escalation guidelines. Communicate urgent or sensitive concerns to the appropriate team members promptly.

Follow up when necessary to help ensure a caller's concern has been addressed. Maintain confidentiality of client, employee, and organizational information in accordance with HIPAA and company policies. Maintain a working knowledge of the organization's departments, services, locations, and key contacts. Provide a positive and helpful experience to every caller, even when the caller is frustrated or unsure who they need to speak with.

Assist with additional administrative or Care Center duties as assigned.

Qualifications

Previous customer service, call center, healthcare, or administrative experience preferred. Strong verbal and written communication skills. Excellent customer service and interpersonal skills. Ability to listen carefully, gather information, and determine the appropriate next step. Strong attention to detail and organizational skills.

Comfortable using phone systems, email, ticketing systems, and basic computer applications. Ability to manage multiple calls and requests while maintaining professionalism. Ability to handle confidential information appropriately. Skills Customer service Active listening Call handling and routing Problem solving Professional communication Documentation and data entry Attention to detail Time management Teamwork Compassion and patience Ability to remain calm in difficult situations What Success Looks Like A successful Care Center Representative ensures that callers feel heard, supported, and confident that they have been directed to the right resource.

The representative does not need to personally solve every issue but is responsible for understanding what the caller needs and helping them reach the person or department best equipped to assist them. At Unifi Healthcare, we are reimagining what healthcare can be—accessible, compassionate, and truly patient-centered.

Our mission is to deliver a seamless, personalized experience that empowers individuals and supports them through their healthcare journey, helping people live longer, safer lives in the comfort of their own homes. Through our growing network of services and partners, we are building a model that reduces complexity, supports caregivers, and reimagines how at home healthcare is delivered across the U.

S. Unifi Healthcare manages this search directly. We're not working with outside recruiting agencies on this role, and we won't accept unsolicited candidate submissions or resumes from third parties.