Centralized Scheduling Representative (Call Center)

Brightli•Springfield, MO

About The Position

The Centralized Scheduling Representative is the initial point of contact for clients and helps create a warm, professional, and supportive experience. The role handles scheduling and coordination tasks, ensuring clients receive prompt and personalized attention while maintaining composure and accuracy in a busy call center setting. The representative answers and routes calls, screens contacts for service needs—including crisis situations—and schedules first-time appointments for Outpatient and Psychiatric Services. The position also checks provider availability for Initial Visits, Rafins, and Intra-Agency Requests for Concurrent Services in the Southwest Region; maintains appointment schedules; performs office clerical tasks; verifies insurance eligibility and referral sources using websites and software; and follows HIPAA guidelines when interacting with customers and coworkers. The role includes immersive onboarding and ongoing training, opportunities for career advancement, and a supportive workplace culture. Brightli describes its mission as improving client care, sharing resources to reduce the financial burden on community mental health centers, advocating for increased access to mental health and substance use care, and evolving behavioral health services to better meet clients’ needs.

Requirements

High school diploma or GED.
Prior customer service, call center, or medical scheduling experience.
Excellent written and verbal communication skills.
Excellent organizational skills.
Proficiency with computers.
Ability to work independently and follow directions.
Excellent typing skills.
Ability to establish effective relationships by telephone and in person.
Friendly, customer-focused mindset.
Ability to multitask and remain composed under pressure.
Strong attention to detail and accuracy.
Willingness to learn and adaptability.

Responsibilities

Answer Referral Office calls and route calls to appropriate staff as needed.
Screen customer contacts for service needs, including crisis situations, and process calls accordingly.
Schedule first-time appointments for Outpatient and Psychiatric Services.
Check availability for Initial Visits, Rafins, and Intra-Agency Requests for Concurrent Services with Outpatient and Psychiatric providers in the Southwest Region.
Maintain the appointment system and schedule clients appropriately.
Perform clerical tasks related to office functioning, including sending appointment letters and reminders, filing, preparing reports, maintaining activity logs, entering data, and updating tracking systems promptly.
Use websites and software systems to verify client insurance eligibility and referral sources.
Follow HIPAA guidelines when interacting with customers and coworkers.

Benefits

Health insurance
Dental insurance
Vision insurance
Retirement benefits
Disability insurance
Life insurance
Wellness program
Telemedicine access for medical, behavioral health, and dermatology visits, with copays as low as $15 for employees enrolled in health benefits
Employee Assistance Program with 24/7 counseling, legal assistance, and financial consultation for the employee and household at no cost
Paid time off: 29 days per year, including vacation and holiday pay
Initial and ongoing training
Career advancement opportunities and a promotion-from-within philosophy
Supportive workplace culture focused on employee wellbeing