Job details

Call Center Specialist II-40 Hours, Evenings

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Exemption Status:

Non-Exempt

Schedule Details:

Sunday through Saturday

Scheduled Hours:

3pm-11pm

Shift:

2 - Evening Shift, 8 Hours (United States of America)

Hours:

Cost Center:

71000 - 0101 Access Division Call Center

Union:

SEIU Local 509 Community Health Link

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

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 16,000 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 represents CHL to those seeking services. 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.

I. 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 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.

Average salary estimate

$45000 / YEARLY (est.)

min

max

$40000K

$50000K

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What You Should Know About Call Center Specialist II-40 Hours, Evenings, ummh

Are you looking for a rewarding career that allows you to make a real difference in people's lives? Join us at UMass Memorial Health as a Call Center Specialist II! Located in Leominster, MA, this role is perfect for compassionate individuals who want to be part of a team dedicated to providing exceptional care. As a Call Center Specialist II, you will be the first point of contact for those seeking behavioral health services, receiving and processing urgent calls with empathy and efficiency. Your responsibilities will include registering clients, performing screening and insurance checks, and using your telephonic skills to provide crisis support. Working closely with clinicians to ensure clients receive appropriate dispositions and referrals, you’ll become an integral player in our Community Health Link services. This full-time position offers a flexible schedule, working Sunday through Saturday from 3 PM to 11 PM. With a supportive team of over 16,000 employees, we thrive on collaboration and dedication to service. Here at UMass Memorial, every team member is a caregiver, and we recognize and celebrate each individual's contributions towards our mission. Bring your experience and passion for helping others, and let's build a career where you can truly make an impact together!

Frequently Asked Questions (FAQs) for Call Center Specialist II-40 Hours, Evenings Role at ummh

What are the main responsibilities of a Call Center Specialist II at UMass Memorial Health?

As a Call Center Specialist II at UMass Memorial Health, your primary responsibilities will include handling urgent telephone calls, processing referrals for crisis services, registering clients, conducting screenings and insurance verifications, and performing telephonic interventions. You'll assist in coordinating care with clinicians to ensure clients receive timely support, playing a vital role in the behavioral health call center operations.