Call Center Representative

Lighthouse Behavioral Health Solutions (LBHS) provides individual, outpatient, intensive outpatient, partial hospitalization, residential, psychiatric services, and medication assisted treatment for mental health and substance abuse treatment needs. We are a treatment facility that prides itself in a welcoming and compassionate approach to substance use and mental health treatment. We believe our clients can achieve recovery and be valued community members through positive engagement and meaningful participation in treatment.

Our Goal:

Our comprehensive approach to addictions treatment provides a continuum of care that begins with asking for help and continues through to ongoing peer support. In addition to our state-of-the-art treatment facilities and peer support centers across Central Ohio, we work to remove barriers and promote access to care through our integrative approach and evidence-based clinical treatment.

Position: Call Center Representative

Job Summary:

This position provides services to adults with identified mental health or substance use diagnosis. Perform Eligibility for Services intake interview for all potential clients for all Lighthouse properties in Columbus, Marysville, and Lima.

Duties and Responsibilities:

• Answer all inbound/outbound calls for LBHS Admissions Department in pleasant and professional manner and timely fashion and deals with patients’ needs expeditiously.
• Provide the highest level of patient/customer service, directions, information, and overall assistance to patients allowing them to navigate all LBHS services and locations.
• Gather and evaluate confidential patient information, including insurance or financial data for the purpose of determining patient responsibility and/or qualification for financial assistance.

• Verify all front desk documents are current and up-to-date, and document in quick note any missing information.
• Consistently ensure HIPAA regulations and other federal, state and local laws and regulations pertaining to the duties of this position are observed.
• Conduct comprehensive intake screenings for all behavioral health service clients according to departmental procedures, funding course requirements, and evidence-based approaches.
• Work with callers to determine appropriate next steps in care for each individual patient and connect individuals to outside services when appropriate.
• Work with callers to schedule or reschedule client appointments and to call clients to confirm appointments.
• Stay apprised to our program and can discuss the details in depth to potential and incoming clients.
• Maintains and manages the waitlist as required by the State of Ohio and communicates waitlist information to potential clients.
• Communicate with and maintain positive relationships with referral sources and hand off referrals to appropriate Intake Coordinator.
• Complete crisis training and stay up to date on training for handling crisis situations including reports of self-harm or harming others.

Required Experience/Abilities:

• Must pass BCI check, all Corporate Compliance checks, and employment drug.
• Must have a valid drivers license and valid car insurance

Required Education:

• High School Degree or Equivalent.

Desired Certifications and Experience:

• Demonstrates positive service outcomes and overall satisfaction of key.

• Assists in monitoring productivity and quality service standards.
• Cooperates and supports LBHS's quality and performance improvement activities and
• Supports and works with the Executive Director and Executive Leadership towards developing, fostering, and maintaining positive, proactive relations with the community.
• Supports LBHS culture that honors individuality while promoting collaborative effort.
• Participates and supports employee surveys to promote cooperative, interactive, supportive, collective.

Join our exciting and fast-growing company in which you will have an impact on improving people’s lives! Lighthouse Behavioral Health Solutions (LBHS) is looking for a quality candidate who is pursuing professional growth in a supportive environment and can thrive in a collaborative team-focused culture.

LBHS offers benefits such as competitive compensation based on industry standards, health insurance benefits which include medical/dental/vision/life/disability, paid time off, paid holidays, 401k plan, Employee Assistance Program (EAP), education reimbursement program, and paid parental leave.

Lighthouse is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, sexual orientation, disability status, genetics, gender identity and/or expression, protected veteran status, or any other characteristic protected by federal, state, or local law.

LBHS adheres to Title VII of the Civil Rights Act as amended, Ohio Civil Rights Act, and all applicable rules and regulations. LBHS is an equal opportunity employer.