Call Center Representative

Job Title: Call Center Agent – Behavioral Health Crisis Specialist

Location: 72 Jacques Ave, Worcester, MA 01610

Shift: 1st, 2nd and 3rd

Employment Type: 13 Weeks with Possibility of Extension

Pay: $25-30/hr

Overview:

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. The environment is fast-paced, high-stress, and requires strong emotional resilience, empathy, and decision-making skills.

Candidates must be flexible, as schedules and work locations (within a 35-mile radius) may vary. Advanced notice will be provided for daily assignments.

Position Summary:

• 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.
• Coordinate care by assisting clinicians with inpatient placements, referrals, and transportation (ambulance/cab).
• Schedule assessments and manage service requests efficiently.
• Enter and maintain accurate data in the Electronic Health Record (EHR) system (Epic required).
• Communicate high-priority referrals to supervisors and relevant departments.
• Work collaboratively with a multidisciplinary team in a high-pressure environment.
• Demonstrate strong judgment in escalating cases when necessary.
• Maintain sensitivity while working with individuals experiencing mental health crises, including substance abuse and detox situations.
• 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.

Requirements:

• Bachelor’s degree (HR, Psychology, Sociology, or related field required)

• Experience in a high-stress healthcare or behavioral health environment

• Strong crisis management and communication skills

• Epic EMR experience (Required)

• Ability to work in fast-paced, team-oriented settings

• Strong decision-making and multitasking abilities

Additional Information:

• Local candidates accepted (within 75 miles)

• Travel required within 35-mile radius

• Flu vaccine required (medical/religious exemptions allowed)

• COVID-19 vaccine not required

• Compliance deadline: 1 week prior to start date