Call Center Specialist II-40 Hours, Evenings

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 at CHL.

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.

II. Position Qualifications:

License/Certification/Education:

Required:

1. Bachelor's degree is required.

2. Must be able to pass a CORI background check.

3. Driving is not a requirement.

Experience/Skills:

Required:

1. A minimum two (2) years' experience working in a clinical environment is required.

2. Ability to learn to CHL's service lines to appropriately triage clients with various levels of complexity to the right services.

3. Ability to document CHL services in accordance with insurance reimbursement requirements.

4. Effective oral and written communication skills

5. Basic computer skills in Microsoft Suite

6. Ability to learn to navigate in the Electronic Health Records (EHR) system.

7. Ability to multitask. Must possess time management skills with a strong sense of prioritization and follow through.

8. Requires personal and professional accountability, self-management, discretion, initiative, professional integrity and cultural competency.

9. Ability to use office equipment, including copy machines, computers, printers, telephones.

Preferred:

1. Prior experience in a behavioral health and/or call center environment is 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.