Call Center Coordinator - full time and on call available

Desert Parkway Behavioral Healthcare Hospital•Las Vegas, NV

About The Position

The Call Center Coordinator serves as the first point of contact for individuals seeking mental health and substance use treatment. The role triages incoming calls, conducts initial assessments, verifies insurance coverage, and coordinates patient admissions into behavioral health programs. The coordinator communicates calmly, empathetically, and in a trauma-informed manner with callers, including people experiencing acute emotional distress or crisis, and handles confidential patient information in accordance with HIPAA guidelines.

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.
Coordinate with nursing, admissions, and clinical teams to support timely and safe patient placement.
Accurately and confidentially document call details, assessments, and follow-up tasks in the Electronic Health Record (EHR) system.
Provide calm, empathetic, and trauma-informed communication to callers experiencing acute emotional distress or crisis.