CALL CENTER SPECIALIST

UHS•Brentwood, TN

About The Position

UHS National Call Center (a UHS company) Our mission is to be the leader in evidence-based, integrated treatment for co-occurring mental health and substance use disorders through clinical services, education, and research. Our vision is to be the best at delivering effective, lasting treatment and to provide superb experiences across our continuum of care in all places. Position Summary: The Call Center Specialist serves as the friendly and professional first point of contact for all incoming calls through designated channels, including hospitals, referral sources, patients, and families. This role involves appropriately probing to qualify each call and directing it to the correct department or team member. When the appropriate party is unavailable, the specialist utilizes the Admissions Coordinator talk track to assist the caller. All interactions are clearly and accurately documented in MS4 and/or the current system used. Success in this role requires a combination of strong interpersonal communication, technical proficiency, and a compassionate understanding of behavioral health services. About Universal Health Services One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $15.8 billion in 2024. UHS was again recognized as one of the World’s Most Admired Companies by Fortune; listed in Forbes ranking of America’s Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 99,000 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

Requirements

High School Graduate/Equivalent required, Associates degree preferred
Minimum 1-3 years related experience required
Excellent verbal and written communication.
Microsoft Office Suite.
Working knowledge of patient’s rights along with a broad understanding of psychiatric and addiction treatment and administration.
Excellent Customer Service skills.
Working knowledge of a variety of computer software applications
Skilled at diffusing high-tenson situations and solving problems.

Responsibilities

Identifies and assesses callers' needs, referring to the appropriate party or using the Admissions Coordinator talk track as needed.
Answers phone calls promptly and transfers to the correct party per current procedures.
Documents caller interactions in MS4 and/or current software.
Manages high call volumes effectively while maintaining service quality.
Facilitates Alumni Calls.