Switchboard Operator

Brightli • Springfield, MO

18h • Onsite

About The Position

The Switchboard Operator works in an on-site call center in Springfield, Missouri, in the Centralized Scheduling department. This role connects callers with appropriate services, coordinates client appointments, maintains accurate client information, and provides calm, professional support to customers with routine and urgent needs. The position is suited to an organized, customer-focused professional who communicates clearly, types accurately, and is comfortable using multiple computer systems.

The role includes answering incoming and interoffice calls, screening customer contacts, scheduling and canceling appointments, verifying client demographic and insurance information, and performing clerical and recordkeeping tasks. The operator uses designated websites and software to verify insurance eligibility and referral sources, collaborates with clinic staff, protects confidential information, and follows HIPAA guidelines. The position requires sedentary work, primarily seated, with repetitive hand, finger, and arm movements for typing and writing and occasional brief periods of walking or standing.

Brightli describes its mission as improving client care, reducing the financial burden on community mental health centers through shared resources, advocating for greater access to mental health and substance use care, and evolving behavioral health services to better meet clients’ needs. The organization encourages applicants with varied backgrounds and experiences and is an equal employment opportunity employer. Burrell Behavioral Health is a smoke- and tobacco-free workplace.

Requirements

• High school diploma or GED.
• Excellent verbal and written communication, organization, and typing skills.
• Ability to work independently while maintaining accuracy, professionalism, and attention to detail.
• Confidence using computers, websites, and multiple software systems.
• Current driver’s license, acceptable driving record, and current auto insurance.
• Successful completion of required background screenings, including criminal record, driving record, abuse and neglect, and fingerprint checks.

Nice To Haves

• Previous customer service experience.

Responsibilities

• Answer incoming and interoffice calls, identify callers’ needs, and connect them promptly with appropriate team members or services.
• Screen customer contacts for routine and crisis-related needs and process calls according to established procedures.
• Schedule and cancel client appointments accurately, including documenting the correct cancellation disposition.
• Verify client addresses, phone numbers, insurance details, and other demographic information at each appointment check-in.
• Send appointment letters and reminders, maintain files and activity logs, prepare reports, and enter information into tracking systems promptly.
• Use designated websites and software systems to verify insurance eligibility and referral sources.
• Communicate professionally and collaborate effectively with clinic staff to support a positive customer experience.
• Protect confidential information and follow HIPAA guidelines in interactions with customers and coworkers.
• Perform other duties as assigned by the supervisor.

Benefits

• Employee Assistance Program with 24/7 counseling services, legal assistance, and financial consultation for the employee and household at no cost.
• Company-paid mileage reimbursement for work functions requiring travel.
• Employee discounts on hotels, theme parks and attractions, and college tuition.
• Paid time off package for full-time employees.
• Employee benefits package for full-time employees, including health, dental, vision, retirement, and life benefits.
• Initial, ongoing, comprehensive, and supportive training.
• Advancement opportunities and promotion from within.
• Workplace culture focused on employee well-being, support, and a healthy, joyful workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED