Call Center Specialist, Behavioral Health Intake
Overview
Handle high-volume inbound calls at UHS National Call Center, routing patients, families, and referral sources to the right teams. Serve as the first point of contact for behavioral health and substance use support, using MS4 to document every interaction. Work Tuesday-Saturday with a set schedule, collaborating with Admissions Coordinators to ensure callers receive clear guidance. This role demands calm professionalism in high-tension situations and offers growth within UHS's 300+ subsidiaries.
What You'll Do8
- 1Assess caller needs and route to appropriate departments or use the Admissions Coordinator talk track.
- 2Answer calls within 3 rings, transferring per current procedures and maintaining service quality.
- 3Document every caller interaction in MS4 with accurate, timely entries.
- 4Manage high call volumes without losing composure or attention to detail.
- 5Facilitate Alumni Calls, supporting ongoing patient engagement.
- 6De-escalate high-tension situations using proven problem-solving techniques.
- 7Use Microsoft Office Suite to support call logging and reporting.
- 8Coordinate with clinical teams to ensure accurate referral handling.
Requirements8
- 1High School Diploma or equivalent; Associate's degree preferred.
- 21-3 years related call center or customer service experience.
- 3Excellent verbal and written communication skills.
- 4Working knowledge of patient rights and psychiatric/addiction treatment.
- 5Strong customer service skills with a compassionate approach.
- 6Proficiency in Microsoft Office Suite and varied computer applications.
- 7Skilled at diffusing high-tension situations and solving problems.
- 8Ability to work Tuesday-Saturday (Tues-Fri 2pm-10:30pm, Sat 7:30am-4pm).
Salary Insight
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