Job Description

Serves as the first point of contact for patients, families, referring providers, and internal staff seeking behavioral health services. This role is responsible for providing excellent customer service, gathering clinical and demographic information, conducting preliminary screenings, scheduling appointments, and providing referrals or information as appropriate. The representative ensures callers are connected with the right level of care quickly, safely, and compassionately.

1. Answer inbound calls in a timely, professional, and compassionate manner.
2. Gather demographic, insurance, and preliminary clinical information to assess needs.
3. Conduct scripted behavioral health screening questions (where applicable) to determine appropriate level of care or next steps (e.g., Outpatient, IOP, Partial Hospitalization, Emergency Services).
4. Document all call details accurately in the electronic health record (EHR) and/or call management system.
5. De-escalate distressed callers when possible and involve clinical staff when necessary
6. Route urgent/crisis calls to appropriate clinical staff or crisis teams immediately
7. Schedule appointments for behavioral health services according to established workflows
8. Provide callers with information about program services, locations, and hours of operation.
9. Assist with electronic referrals and manage referral work queues
10. Ensure accurate and timely data entry into call logs, EHR, and scheduling platforms
11. Follow up on voicemails and return missed calls within established timeframes.
12. Participate in training sessions, and quality improvement initiatives.
13. Maintain confidentiality and comply with all HIPAA and organizational privacy standards.

Required -

1. Bachelor’s degree in Psychology, Social Work, Human Services, or a related field required.
2. Experience working with patients experiencing mental health or substance use issues preferred.
3. Strong communication and interpersonal skills.
4. Ability to multitask and work in a fast-paced environment.
5. Basic computer proficiency (Microsoft Office, Electronic Health Records, scheduling platforms).
6. Familiarity with behavioral health terminology and levels of care is a plus.
7. Bilingual a plus

Competencies –

1. Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
2. Demonstrate empathy, active listening, and professionalism in all interactions
3. Ability to problem solve
4. Good working knowledge of Microsoft Office Suite including Word and Excel, and Microsoft Teams.
5. Teamwork and collaboration
6. Upholds professional ethical standards, maintains appropriate boundaries and therapeutic relationships.