Call Center Coordinator - full time and on call available

Desert Parkway Behavioral Healthcare Hospital•Las Vegas, NV

About The Position

We are seeking a compassionate and organized Call Center Coordinator to serve as the first point of contact for individuals seeking mental health and substance use treatment. The coordinator triages incoming calls, conducts initial assessments, verifies insurance coverage, and coordinates patient admissions into behavioral health programs.

Requirements

High school diploma or equivalent.
At least one year of experience in a call center, medical office, psychiatric facility, or behavioral health setting.
Strong active listening, de-escalation, and crisis-intervention skills.
Proficiency with Electronic Health Record (EHR) systems and multi-line phone software.
High level of empathy and discretion, with adherence to HIPAA confidentiality guidelines.

Nice To Haves

Familiarity with mental health diagnoses, substance use disorders, and level-of-care criteria such as ASAM or LOCUS.

Responsibilities

Answer high-volume incoming calls from patients, families, and referral partners seeking behavioral health or crisis support.
Conduct preliminary mental health and substance use screenings and basic level-of-care evaluations to determine immediate patient needs.
Collect and verify patient demographic information, insurance details, and pre-authorization requirements.
Partner with nursing, admissions, and clinical teams to coordinate timely and safe patient placement.
Log call details, assessments, and follow-up tasks accurately and confidentially in the Electronic Health Record (EHR) system.
Communicate calmly, empathetically, and in a trauma-informed manner with callers experiencing acute emotional distress or crisis.

Benefits

Full benefits package available on the first of the month following one month of employment.
Medical insurance for full-time employees.
Dental insurance for full-time employees.
Vision insurance for full-time employees.
Healthcare spending account for full-time employees.
Dependent care spending account for full-time employees.
PTO plan with holiday premium pay for full-time employees.
Discounted cafeteria meal plan for full-time employees.
Life insurance, including plans for spouse and children, for full-time employees.
Short- and long-term disability coverage, with additional buy-in opportunities, for full-time employees.
Pet insurance for full-time employees.
Identity theft insurance for full-time employees.
401(k) retirement plan for all employees.