Call Center Specialist I, LCC, 37.5hrs, Leominster, MA

1. Receives 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.

2. Schedules initial assessments and initial psychiatric evaluations.

3. Obtains insurance authorizations as needed.

4. Processes referrals and obtains information as needed.

5. 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.

6. 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. 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.

6. Maintains, regular, reliable, and predictable attendance.

7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:

Required:

Grade C02: Call Center Specialist I: High school diploma/GED

Must be able to pass a CORI background check.

Preferred:

1. Associate's degree preferred.

Experience/Skills:

Required:

1. Ability to document CHL services in accordance with insurance reimbursement requirements.

2. Effective oral and written communication skills

3. Basic computer skills in Microsoft Suite

4. Ability to learn to navigate in the Electronic Health Records (EHR) system.

5. Ability to multitask. Must possess time management skills with a strong sense of prioritization and follow through.

6. Requires personal and professional accountability, self-management, initiative, professional integrity, and cultural competency.

7. Ability to use office equipment, including copy machines, computers, printers, telephones.

Preferred:

1. One year of prior experience in a behavioral health setting is preferred.

2. Prior experience in a call center setting is preferred

3. 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.

4. 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.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.