Call Center Representative
Detroit Wayne Integrated Health Network
full-time
Posted on:
Location Type: Hybrid
Location: Detroit • Missouri • United States
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Salary
💰 $60,248 - $75,159 per year
About the role
- Answer all phone calls using the approved telephone answering script on one of three shifts of the DWIHN 24-hour Call Center.
- Assessing the call for a crisis prior to placing any call on hold.
- Conducting warm transfers for any caller in crisis to a crisis counselor with the Crisis Line Vendor.
- Identifying and transferring/referring callers to appropriate community resources
- Responding to request from Emergency Departments for children’s mobile crisis teams and dispatching the appropriate team.
- Observing and adhering to all HIPAA and Recipients Rights policies and procedures.
- Providing consumer-oriented, professional, and compassionate service.
- Documenting all incoming telephone calls.
- Collecting demographic information on all calls received prior to referring or transferring.
- Conducting warm transfers for any caller who needs a clinical assessment/screen to a Call Center Clinician.
Requirements
- At least two (2) Experience working in a Call Center
- Experience working with complaints, grievance and appeals.
- Experience working with Consumers, training, peer counseling and advocacy.
- Familiarity with State mental health regulatory requirements.
- Bachelor’s degree from a recognized college or university required.
- Bachelor’s degree in Social Work, Psychology, Counseling, etc., preferred
Benefits
- Health insurance
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
telephone answeringcrisis assessmentwarm transfersdocumentationdemographic information collection
Soft Skills
consumer-oriented serviceprofessionalismcompassioncommunicationadvocacy