Call Center Representative - Call Center, Full-time

Job Title: Call Center Agent – Behavioral Health Crisis Specialist Shift: 1st, 2nd and 3rd This position is based within a high-volume Behavioral Health Crisis Call Center supporting over 30 towns across Massachusetts. The role involves handling urgent and emergent mental health calls, coordinating care, and assisting individuals in crisis. Candidates must be flexible, as schedules and work locations (within a 35-mile radius) may vary.

Respond to incoming calls related to urgent and emergent behavioral health services. Provide crisis intervention, de-escalation, and emotional support over the phone. Register patients, verify insurance, and complete intake documentation.

Schedule assessments and manage service requests efficiently. Enter and maintain accurate data in the Electronic Health Record (EHR) system (Epic required). Handle high call volumes (up to 200+ calls per shift depending on volume).

Support outreach efforts and assist with walk-in cases when required. Adhere to all facility policies, compliance standards, and confidentiality requirements. Bachelor’s degree (HR, Psychology, Sociology, or related field required) • Epic EMR experience (Required) • Local candidates accepted (within 75 miles) • Travel required within 35-mile radius • Flu vaccine required (medical/religious exemptions allowed) • COVID-19 vaccine not required •