Call Center Coordinator - full time and on call available

We are seeking a compassionate and organized Call Center Coordinator to serve as the vital first point of contact for individuals seeking mental health and substance use treatment. In this role, you will triage incoming calls, conduct initial assessments, verify insurance coverage, and coordinate smooth patient admissions into our behavioral health programs.

KEY RESPONSIBILITIES:

• Answer high-volume incoming phone calls from patients, families, and referral partners seeking behavioral health or crisis support.
• Conduct preliminary mental health/substance use screenings and basic level-of-care evaluations to determine immediate patient needs.
• Collect and verify patient demographic information, insurance details, and pre-authorization requirements.
• Partner closely with nursing, admissions, and clinical teams to coordinate timely and safe patient placement.
• Accurately and confidentially log all call details, assessments, and follow-up tasks into the Electronic Health Record (EHR) system.
• Provide calm, empathetic, and trauma-informed communication to callers experiencing acute emotional distress or crisis.

Requirements

• High school diploma or equivalent required; Minimum of one (1) year of experience in a call center, medical office, psychiatric facility, or behavioral health setting required; Strong active listening, de-escalation, and crisis-intervention skills; Familiarity with mental health diagnoses, substance use disorders, and level-of-care criteria (e.g., ASAM, LOCUS) is a plus; Proficiency with Electronic Health Record (EHR) systems and multi-line phone software; High level of empathy, discretion, and adherence to HIPAA confidentiality guidelines.