Schedule Details:

Monday through Friday, Weekends (Saturday and Sunday)

Scheduled Hours:

7a-3p, 3p-11p, 11p-7a

Shift:

4 – Mixed Shift, 8 Hours (United States of America)

Hours:

37.5

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.

Community Healthlink (CHL) is looking for full-time (37.5 hrs/wk) Call Center Specialist II in Northern Worcester County.

The Certified Community Behavioral Health Center initiative within Community Healthlink is an agency-wide initiative to increase access to the full range of community behavioral health services and to improve the behavioral health and quality of life of the population of focus in Worcester and Leominster, MA through the certification of CHL as a CCBHC and the expansion of our community behavioral health clinic services that align with both CCBHC certification and the needs of our community.

The Call Center is a part of Community Healthlink’s Access Division, (“Centralized Front Door”) and represents CHL to those seeking services. The Call Center Specialist I receive, processes, and schedules referrals for services. This role requires an understanding of CHL’s mission, vision, and core values. The Call Center Specialist I is the first point of contact for CHL clients and interacts with them to ensure they are connected to all needed services. This position requires candidates to gain knowledge of CHL’s service lines to appropriately triage clients with various levels of complexity to the right services. This position requires the use of judgment and discretion on a frequent basis, and you must have the ability to handle multiple tasks while managing confidential information.

Responsibilities:

• Receive and respond to telephone calls and referrals regarding urgent and routine 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, assist Clinicians with arranging dispositions of cases (I.E. inpatient bed Searches, making referrals, arranging transportation (cab or ambulance) etc.). Assigns and schedules initial assessments and initial psychiatric evaluations for urgent, emergent and routine services
• Obtains insurance authorizations as needed.
• Processes referrals and obtains information as needed.
• 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.
• Performs other related job duties.

Standard Staffing Level Responsibilities:

• Complies with established division and program policies, procedures, and objectives.
• Attends variety of meetings, conferences, and trainings as required or directed.
• Demonstrates use of quality improvement in daily operations.
• Complies with all health and safety regulations and requirements.
• Maintains regular, reliable, and predictable attendance.
• Maintains confidentiality.
• Respects diverse views and approaches demonstrates Standards of Respect and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients, and visitors.

Qualifications:

• Grade C04: Call Center Specialist II: Bachelor’s degree required, preferably in the field of psychology or human services.
• Minimum two (2) years’ experience working in a clinical environment.
• Ability to gain basic knowledge of CHL services and insurance requirements and reimbursement for these services.
• Excellent oral and written communication, advanced computer skills in Microsoft Suite.
• Ability to develop knowledge of Electronic Health Records (EHR).
• Ability to multitask. Must possess time management skills with a strong sense of prioritization and follow through.
• Requires personal and professional accountability, self-management, and initiative. Professional integrity and cultural competency.
• Ability to use office equipment, including copy machines, computers, printers, telephones.
• Ability to organize complex tasks and meet deadlines
• All candidates will be subject to a CORI review as outlined in the regulations set by the Massachusetts Executive Office of Health and Human Services. For more information, click here.

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.

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