Serves as the first point of contact for patients, families, referring providers, and internal staff seeking behavioral health services. This role is responsible for providing excellent customer service, gathering clinical and demographic information, conducting preliminary screenings, scheduling appointments, and providing referrals or information as appropriate. The representative ensures callers are connected with the right level of care quickly, safely, and compassionately.
MHA position is in the Behavioral Health Call Center @ 65 Madison Ave, Morristown, NJ.
Principal Accountabilities:
- Answer inbound calls in a timely, professional, and compassionate manner.
- Gather demographic, insurance, and preliminary clinical information to assess needs.
- Conduct scripted behavioral health screening questions (where applicable) to determine appropriate level of care or next steps (e.g., Outpatient, IOP, Partial Hospitalization, Emergency Services).
- Document all call details accurately in the electronic health record (EHR) and/or call management system.
- De-escalate distressed callers when possible and involve clinical staff when necessary
- Route urgent/crisis calls to appropriate clinical staff or crisis teams immediately
- Schedule appointments for behavioral health services according to established workflows
- Provide callers with information about program services, locations, and hours of operation.
- Assist with electronic referrals and manage referral work queues
- Ensure accurate and timely data entry into call logs, EHR, and scheduling platforms
- Follow up on voicemails and return missed calls within established timeframes.
- Participate in training sessions, and quality improvement initiatives.
- Maintain confidentiality and comply with all HIPAA and organizational privacy standards.
