POSITION TITLE: Call Center Specialist / Family Connection Specialist
REPORTS TO: CEO
Salary: $50,000
Full Time
To serve people and serve them better than anywhere else.
The Call Center Specialist works with leadership, managers, and the business development team to achieve this by:
Leadership & Service:
- Communicate, model, and carry out our organization's vision statement through every family, referral source, manager, and team interaction.
- Create a warm, calm, and professional first impression for families and referral sources who are looking for senior living support.
- Use care, patience, and good judgment when speaking with families who may be overwhelmed, emotional, rushed, or unsure of the next step.
- Be a resource for managers and business development by gathering clear information, documenting thoroughly, and protecting the handoff process.
- Represent Comforts of Home with service excellence by helping callers feel heard, respected, and guided from the first contact.
- Bring forward patterns, barriers, questions, and ideas that may help the company serve families better and improve the inquiry experience.
Family Inquiry & Call Management:
- Answer incoming calls from families, referral sources, online inquiries, and community contacts during scheduled call center hours.
- Complete discovery by gathering caller name, contact information, resident name, relationship, care needs, urgency, location preference, payor source, timeline, referral source, and next-step details.
- Use the approved inquiry script and discovery questions so each family receives a consistent experience and each manager receives the information needed for follow-up.
- Move potential families toward the appropriate next step, including manager follow-up, tour scheduling, pricing discussion, availability review, or referral to another resource when needed.
- Route clinical, urgent, pricing negotiation, or community-specific questions to the appropriate manager or leader while still documenting the interaction.
- Follow up on missed calls, voicemails, online contact forms, website inquiries, and open leads in a timely manner.
- Maintain professionalism and confidentiality with all caller, resident, family, and payer information.
WelcomeHome / CRM Documentation:
- Enter every inquiry, call note, voicemail, online inquiry, discovery conversation, and handoff note into WelcomeHome accurately and consistently.
- Search for duplicate leads before creating a new inquiry and keep lead records clean, complete, and easy for managers to follow.
- Document what the family asked, what was discussed, the building or area of interest, care concerns, payor source, urgency, and the expected next step.
- Create and update WelcomeHome tasks so every active lead has a clear follow-up owner and no inquiry is left open-ended.
- Review overdue WelcomeHome tasks when assigned and help clarify, assign, or close out next steps appropriately.
- Protect the handoff process by making sure managers and business development staff can understand the caller's situation without having to start over.
Building Knowledge & Tour Support:
- Learn all Wisconsin buildings, campuses, managers, assistant managers, building types, care focus, and general fit for assisted living, memory care, advanced memory care, men's memory care, and apartment-style assisted living.
- Use the building cheat sheet to help guide families based on care need, location preference, payor source, urgency, room availability, and manager recommendation.
- Understand basic talking points for each building, including general positioning, room type, shared bathroom notes when relevant, and when to route questions to the manager.
- Participate in building tours and manager introductions as assigned so the call center can speak accurately and naturally about each location.
- Avoid over-answering clinical fit, final pricing, special rate questions, admission approval, or complex care questions; route those to the appropriate leader.
Business Development & Reporting Support:
- Nurture open leads when call volume allows so older inquiries do not sit untouched or become missed opportunities.
- Track recurring family questions, objections, service concerns, affordability concerns, lost-lead reasons, and tour barriers so leadership can identify trends.
- Assist with 30-day referral send-outs for alternative placement options when a family or referral source needs a different care setting than Comforts of Home can provide.
- Assist with market analysis by gathering competitor pricing, service package information, and market positioning details when assigned.
- Support rate negotiation preparation by organizing pricing information, referral details, care-level context, and follow-up notes for leadership review.
- Help identify gaps in call scripts, discovery questions, WelcomeHome documentation, handoff communication, and family-facing information.
Administration & Systems:
- Maintain knowledge of the phone system, softphone or desk phone process, call queue, voicemail, call transfer process, hold process, and backup plan if phones or internet are not working.
- Use company laptop, headset, email, WelcomeHome, PointClickCare, shared tracking tools, and other assigned systems appropriately and professionally.
- Pull the daily PCC discharge report when assigned and compare discharge information against WelcomeHome so resident status remains accurate.
- Confirm hospice agency information is listed correctly on occupancy tracking reports when hospice information is available or required for tracking.
- Send requested reports, summaries, call themes, lead updates, and project information to leadership on a timely basis.
- Maintain organized call notes, shared documents, and work product so the role remains consistent across all scheduled call center employees.
Other Responsibilities:
- Attend trainings, meetings, building tours, manager introductions, and call-center check-ins as assigned.
- Maintain up-to-date knowledge of Comforts of Home services, building differences, referral processes, payer basics, and common senior living questions.
- Communicate with leadership when stuck, when a process is unclear, when a family needs urgent follow-up, or when a lead may be at risk of being missed.
- Follow all privacy, confidentiality, customer-service, technology, and documentation expectations.
- Perform other duties and assist with other company projects, as requested.
I know I am winning in my role when...
- Families and referral sources feel heard, respected, and guided after the first call.
- Every inquiry is documented in WelcomeHome the same day with clear discovery notes and a clear next step.
- Managers can quickly understand the family's situation, urgency, care needs, payer source, and follow-up expectation without starting from the beginning.
- Online inquiries, voicemails, missed calls, and open leads are followed up on timely and consistently.
- No lead is missed because of poor documentation, unclear ownership, duplicate records, or lack of follow-through.
- The call center helps improve tours, admissions, occupancy, customer service, and the overall family experience.
Best Practices:
- Start each shift by checking phone access, voicemail, online inquiries, email, WelcomeHome tasks, and assigned reports.
- Keep the building cheat sheet, inquiry script, payer cheat sheet, manager contact list, and call-center checklist available during each shift.
- Document while the call is fresh and avoid vague notes such as “called about pricing” or “wants availability.”
- Confirm the caller's best phone number, email, preferred communication method, and best follow-up time before ending the call.
- Use calm, simple language with families and avoid making promises about admission, care approval, final pricing, or room availability without manager review.
- Be a learner. Ask questions, listen to manager feedback, review call themes, and continue improving the family experience.
Qualifications:
- High School Diploma or equivalent.
- Strong phone presence with the ability to sound warm, steady, professional, and helpful.
- Customer-service experience preferred; senior living, healthcare, admissions, scheduling, or call center experience helpful.
- Strong verbal and written communication ability, including accurate spelling, complete notes, and professional email communication.
- Demonstrated organizational skills and attention to detail.
- Ability to multitask between phone calls, online inquiries, documentation, follow-up tasks, and shared tracking tools.
- Comfort using computers, email, CRM systems, shared documents, and phone systems; experience with WelcomeHome and PointClickCare preferred but not required.
- Ability to ask discovery questions in a natural, respectful way without making families feel rushed or judged.
- Ability to work independently while following a consistent process and communicating appropriately with leadership.
- Must be able to carry out our Company Vision, which includes a positive attitude, integrity, strong follow-through, and being a good teammate.
- Must pass criminal background check from the Department of Human Services at the time of hire and as required thereafter.
WORKING CONDITIONS:
- Primary responsibilities will be conducted in a clean, well-lit, climate-controlled office or approved remote work setting.
- The noise level is usually moderate.
- Daily work requires frequent phone and computer use.
- The position may include emotionally difficult conversations with families, referral sources, or others seeking urgent senior living support.
- Travel to buildings, meetings, trainings, or tours may be required.
PHYSICAL DEMANDS:
- Must be able to sit, stand, and move intermittently throughout the workday.
- Must be able to use a computer, headset, phone system, keyboard, and mouse for extended periods of time.
- Must have the emotional stability needed to cope with the mental and emotional stress of the position.
- Must be able to communicate clearly by phone, email, and in person.
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