Call Center Representative

Role Overview

• Answer all phone calls using the approved telephone answering script on one of three shifts of the DWIHN 24-hour Call Center.
• Assessing the call for a crisis prior to placing any call on hold.
• Conducting warm transfers for any caller in crisis to a crisis counselor with the Crisis Line Vendor.
• Identifying and transferring/referring callers to appropriate community resources
• Responding to request from Emergency Departments for children’s mobile crisis teams and dispatching the appropriate team.
• Observing and adhering to all HIPAA and Recipients Rights policies and procedures.
• Providing consumer-oriented, professional, and compassionate service.
• Documenting all incoming telephone calls.
• Collecting demographic information on all calls received prior to referring or transferring.
• Conducting warm transfers for any caller who needs a clinical assessment/screen to a Call Center Clinician.

Requirements

• At least two (2) Experience working in a Call Center
• Experience working with complaints, grievance and appeals.
• Experience working with Consumers, training, peer counseling and advocacy.
• Familiarity with State mental health regulatory requirements.
• Bachelor’s degree from a recognized college or university required.
• Bachelor’s degree in Social Work, Psychology, Counseling, etc., preferred

Benefits

• Health insurance
• Paid time off
• Professional development opportunities