Call Center Specialist I

Come join a friendly and inclusive team that provides quality care! Community Healthlink (CHL) recognizes the power of a diverse community and seeks applications from individuals with varied experiences, perspectives, and backgrounds. Community Healthlink (CHL) is looking for full-time (37.5 hrs/wk) Call Center SpecialistI in Northern Worcester County.

The Worcester Counseling Center provides integrated behavioral health and primary care services to adults, and couples age 18 and over. We offer integrated, whole person care with primary care, a wellness program, and behavioral health. The Worcester Counseling Center also offers specialized substance addiction treatment and Open Access services. Our medication assisted treatment offers buprenorphine and vivitrol treatment. We also have specialized services for individuals experiencing psychotic symptoms for the first time, and for individuals with developmental disabilities.

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.

• 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.
• Schedules initial assessments and initial psychiatric evaluations.
• 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.
• Demonstrates knowledge of services and resources available at CHL and in the community.
• 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.

• Grade C02: Call Center Specialist I: High school diploma/GED/HiSet required; Associates degree preferred.
• 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.
• Good oral and written communication skills, Basic 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 prioritizing 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.  

Community Healthlink is an Affirmative Action/ Equal Opportunity Employer.  We do not discriminate in employment and personnel practices on the basis of race, sex, gender identity, age, ancestry, disability, religion, national origin, marital status, sexual preference, political affiliation or any other basis prohibited by applicable law.  Hiring, transferring and promotion practices are performed without regard to the above listed items.

If applicable, Community Healthlink shall also abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a).  These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability.  These regulations require affirmative action by Community Healthlink to employ and advance in employment qualified protected veterans and individuals with disabilities.