TASC Call Center Administrative Assistant

**TASC Call Center Administrative Assistant** **Location:** TASC Call Center\-Remote **Schedule:** Full\-Time \| Schedule based on program needs ### **Position Summary** Coastal Horizons Center is seeking a **TASC Call Center Administrative Assistant** to serve as a welcoming first point of contact for clients, referral sources, and community partners. This position provides administrative support for referrals, scheduling, documentation, appointment reminders, and warm handoffs while helping ensure clients receive timely access to services. The Administrative Assistant manages high\-volume calls and shared referral systems, assists clients with intake materials, coordinates appointments, and supports Call Center and local TASC staff. This position follows approved scripts and protocols and promptly escalates clinical, safety, eligibility, or assessment concerns to the appropriate qualified staff. ### **What You'll Do** * Answer incoming calls, return messages, verify approved client identifiers and safe contact preferences, and route callers to the appropriate staff. * Provide clear information about next steps using approved scripts and procedures. * Use approved scripts to 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 to identify duplicate referrals, missing information, approaching deadlines, and unassigned work. * Schedule and reschedule secure\-video and in\-person appointments. * Maintain designated rapid\-access appointment availability and schedule clients into appropriate local handoff appointments. * Assist clients with accessing the Coastal Horizons HIPAA\-configured intake packet and provide approved links and instructions. * Provide nonclinical assistance with intake materials while ensuring clients are not required to complete electronic materials in order to receive services. * Send appointment confirmations and reminders and document contact attempts in electronic medical record systems. * Track unreachable clients and canceled, missed, or incomplete appointments for appropriate follow\-up. * Use electronic health records, scheduling systems, document management platforms, communication systems, phone systems, and other technology to complete assigned duties. * Troubleshoot routine system issues and escalate unresolved technical or workflow concerns. * Verify that the receiving Care Manager has documented acceptance before reassigning clients to their home county and local Care Manager. * Maintain operational resources, including 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. * Follow established scripts and protocols accurately and recog