Call Center Specialist II Crisis Services 32hrs

UMass Memorial Health Care•Worcester, MA

58d

About The Position

The Call Center represents CHL to those seeking services. The Call Center Specialist II receives, processes, and schedules referrals for crisis services. This role requires an understanding of CHL's mission, vision, and core values. The Call Center Specialist II is the first point of contact for CHL clients and interacts with them to ensure they are connected to all needed services.

Requirements

Bachelor's degree is required.
Must be able to pass a CORI background check.
A minimum two (2) years' experience working in a clinical environment is required.
Ability to learn to CHL's service lines to appropriately triage clients with various levels of complexity to the right services.
Ability to document CHL services in accordance with insurance reimbursement requirements.
Effective oral and written communication skills
Basic computer skills in Microsoft Suite
Ability to learn to navigate in the Electronic Health Records (EHR) system.
Ability to multitask. Must possess time management skills with a strong sense of prioritization and follow through.
Requires personal and professional accountability, self-management, discretion, initiative, professional integrity and cultural competency.
Ability to use office equipment, including copy machines, computers, printers, telephones.

Nice To Haves

Prior experience in a behavioral health and/or call center environment is preferred.

Responsibilities

Receives and responds to telephone calls and referrals regarding urgent and emergent behavioral health services.
Registers, screens, and completes insurance checks for individuals seeking services at CHL.
Performs telephonic interventions which include, but are not limited to, crisis support and de-escalation of individuals in Crisis.
For urgent and emergent services, assists Clinicians with arranging dispositions of cases inpatient bed Searches, making referrals, arranging transportation (cab or ambulance) etc.)
Assigns and schedules initial assessments for urgent and emergent services.
Obtains insurance authorizations, processes referrals and obtains information and enters into Electronic Health Record (EHR).
Communicates to supervisor information gathered for referrals from identified high priority referral sources, including (but not limited to) the Department of Mental Health and hospital inpatient programs.
Demonstrates knowledge of services and resources available at CHL and in the community
Complies with established departmental policies, procedures, and objectives.
Attends variety of meetings, conferences, seminars as required or directed.
Demonstrates use of Quality Improvement in daily operations.
Complies with all health and safety regulations and requirements.
Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients, and visitors.
Maintains, regular, reliable, and predictable attendance.
Performs other similar and related duties as required or directed.