Call Center Specialist - Crisis Center

Job Title:  Call Center Specialist - Crisis Center
Location: Massachusetts (Must be able to travel within 35-mile radius of assigned locations)
Work Type: Contract / Onsite Field-Based Support
Start Date: May 4th (MUST be available to start)
RTO Preference: Candidates with NO Return-to-Office restrictions preferred
Travel Requirement: Required to travel/transport between multiple locations (advance daily notice provided)

Shift available: 
Evening shift - 5*8 hours schedule (3:00 PM – 11:30 PM) or 4x10 schedule (3:00 PM – 1:30 AM)
Night Shift - 5*8 hours schedule (11:00 pm - 07:30 am) or 4*10 hours schedule (11 pm - 09:30 am)
Day shift - 5*8 hours schedule (7:00 AM – 03:30 PM) or 4x10 schedule (7:00 AM – 05:30 PM)

POSITION OVERVIEW

We are seeking a highly empathetic, calm, and experienced Crisis Center Behavioral Health Crisis Line Representative to support a high-volume behavioral health crisis system serving 32 towns in Massachusetts.

This role operates within a fast-paced, high-stress crisis environment in partnership with major hospital systems. The clinician team supports individuals experiencing acute mental health crises, substance use challenges, and urgent behavioral health needs.

Candidates must be comfortable working in emotionally intense situations, including exposure to individuals actively detoxing or experiencing substance use crises.

This position is ideal for individuals with experience in behavioral health, crisis intervention, emergency departments, or high-acuity healthcare environments.

WORK ENVIRONMENT

• High-volume crisis call center + walk-in support environment
• Exposure to mental health crises and substance use cases
• Team-based setting (calls may require multiple staff coordination)
• UMASS provides internal support mechanisms for contractors
• Contractor will never be alone with patients/clients in direct care situations
• Staff structure: ~6 crisis line reps + 2 supervisory staff per shift
• Call volume:
  • 1st shift: ~200 calls
  • 2nd shift: ~100 calls (varies seasonally)

SCHEDULE & FLEXIBILITY REQUIREMENTS

• Flexibility required – hours and assignments may change
• Travel to multiple assigned locations within a 35-mile radius required
• Daily assignment location provided in advance
• Must be comfortable with dynamic scheduling and mobility requirements
• May be required to transport or assist with patient movement coordination

KEY RESPONSIBILITIES

1. Receive and respond to urgent and emergent behavioral health crisis calls and referrals
2. Register patients and complete insurance verification checks
3. Provide telephonic crisis intervention, de-escalation, and emotional support
4. Coordinate dispositions including:
   • Inpatient bed searches
   • Referrals to appropriate services
   • Transportation coordination (EMS, cab, ambulance dispatching)
5. Schedule and assign initial crisis assessments
6. Obtain insurance authorizations and enter all required data into Electronic Health Record (EHR)
7. Communicate high-priority referral information to clinical supervisors and stakeholders (e.g., Department of Mental Health, inpatient units)
8. Demonstrate knowledge of available behavioral health resources and community services
9. Maintain accuracy, urgency, and professionalism in all documentation and communications

REQUIRED QUALIFICATIONS (MUST HAVE)

• Bachelor's Degree required in:
  • Human Resources
  • Psychology
  • Sociology
  • OR related field
• Experience in a high-stress healthcare environment REQUIRED
• Strong experience with EPIC EMR (MANDATORY)
• Experience in one or more of the following:
  • Behavioral Health
  • Crisis Intervention / Crisis Call Center
  • Emergency Department (ED) support
  • Behavioral Health Technician (BHT)
  • Psychiatric Crisis Response Center (PCRC)
• Experience with:
  • Patient registration
  • Insurance verification
  • Referral processing
  • Emergency coordination / dispatch support