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Exemption Status:

Non-Exempt

Hiring Range:

$21.82 - $33.15

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday, Sunday, Thursday, Tuesday, Wednesday

Scheduled Hours:

3:00p-11:30p

Shift:

Hours:

40

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 20,000 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.

Job Description

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.   

8. Demonstrates knowledge of services and resources available at CHL and in the community 

 

Standard Staffing Level Responsibilities:   

1. Complies with established departmental policies, procedures, and objectives. 

2. Attends variety of meetings, conferences, seminars as required or directed. 

3. Demonstrates use of Quality Improvement in daily operations. 

4. Complies with all health and safety regulations and requirements. 

5.