Call Center Agent

Schedule : Friday, Saturday, Sunday, Monday

MISC DETAILS :

• Teams interviews
• Dress code is business casual, no jeans
• Job Requirements - Bachelor's degree in HR , Psychology, or Sociology.

OVERVIEW OF ROLE :

Crisis center oversees 32 towns in MA , are contracted with two major hospital where the clinicians reside and assist and deals with people with mental health crisis . Can be challenging and high stress. Crisis line reps have to respond to a call within 60 min. UMASS offers internal mechanisms to offer support and relief to contractors . A lot of walk ins - a lot of exposure to substance abuse and may participate in outreach . Contractors must remain sensitive and mindful and have empathy and understanding. Will encounter individuals who are actively detoxing / engaging in substance abuse - contractor will never be alone with these individuals. Epic EMR experience is a MUST . Check in , calling in ambulance / EMS , dispatching EMS , fast paced environment, knowing when to escalate , work with a team well , can take a few people to manage a call. Behavioral health field background (potential Behavioral Health Techs would do well) . PCRC in the ED background would do well. Roughly 1st shift receives 200 and 2nd 100, times of year can play a part in call volume . 6 crisis line staff members + 2 managing staff assisting with calls

This position requires an empathetic and calm demeanor, as it can be very stressful. Must be good in a fast paced environment, along with being a great decision maker and team player. Bachelor's degree is required in any specialty.

JOB DESCRIPTION :

Major Responsibilities :

1. Receives and responds to telephone calls and referrals regarding urgent and emergent behavioral health services.

2. Registers, screens, and completes insurance checks for individuals seeking services.

3. Performs telephonic interventions which include, but are not limited to, crisis support and de-escalation of individuals in Crisis.

4. For urgent and emergent services, assists Clinicians with arranging dispositions of cases inpatient bed Searches, making referrals, arranging transportation (cab or ambulance) etc.)

5. Assigns and schedules initial assessments for urgent and emergent services.

6. Obtains insurance authorizations, processes referrals and obtains information and enters into Electronic Health Record (EHR).

7. 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.

8. Demonstrates knowledge of services and resources available