Answer incoming healthcare contact center calls and route appropriately to clinical staff. Gather and verify demographic information and document calls using standard computer software and systems. Use tools and apply problem - solving skills to identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating procedures. Use verbal communication strategies to effectively elicit information, gain confidence from caller and provide reassurance. Answer inbound call and make outbound calls according to department policies and procedures. Use active listening skills and interviewing techniques to accurately uidnetify callers prsenting concerns. Identify and employ alternative approaches to communicate with callers when encountering barriers.