Call Center Specialist II Crisis Services 32hrs

Call Center Specialist Ii

At UMass Memorial Health, everyone is a caregiver regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

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.

Major 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.

Standard Staffing Level Responsibilities :

Position Qualifications :

License / Certification / Education :

Experience / Skills :

Preferred :

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements. Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

Work is considered sedentary. Position requires work indoors in a normal office environment.