CCS II crisis Services

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Exemption Status: Non-Exempt

Hiring Range: $21.82 - $33.15

Please note that the final offer may vary within this range based on a candidate's experience, skills, qualifications, and internal equity considerations
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Schedule Details: Friday, Monday, Saturday, Sunday

Scheduled

Hours:

32 per week (8-hour day shift)

Cost Center: 71000 - 0101 Access Division Call Center

Union: SEIU Local 509 Community Health Link

This position may have a signing bonus available; a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver. At UMass Memorial Health, everyone is a caregiver – regardless of title or responsibilities. Exceptional patient care, academic excellence and leading‑edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other.

And everyone, in their own unique way, plays an important part, every day.

• Receive and respond to telephone calls and referrals regarding urgent and emergent behavioral health services.
• Register, screen, and complete insurance checks for individuals seeking services at CHL.
• Perform telephonic interventions including crisis support and de‑escalation of individuals in crisis.
• For urgent and emergent services, assist clinicians with arranging dispositions of cases, inpatient bed searches, making referrals, arranging transportation (cab or ambulance).
• Assign and schedule initial assessments for urgent and emergent services.
• Obtain insurance authorizations, process referrals, and enter information into the Electronic Health Record (EHR).
• Communicate to supervisor information gathered for referrals from identified high‑priority referral sources, including the Department of Mental Health and hospital inpatient programs.
• Demonstrate knowledge of services and resources available at CHL and in the community.

• Comply with established departmental policies, procedures, and objectives.
• Attend variety of meetings, conferences, seminars as required or directed.
• Demonstrate use of Quality Improvement in daily operations.
• Comply with all health and safety regulations and requirements.
• Respect diverse views and approaches, demonstrate Standards of Respect, and contribute to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients, and visitors.
• Maintain regular, reliable, and predictable attendance.
• Perform other similar and related duties as required or directed.

License/Certification/

Education:

• Bachelor's degree is required.
• Must be able to pass a CORI background check.
• Driving is not a requirement.

Experience/

Skills:

Required:

• A minimum of two (2) years' experience working in a clinical environment.
• Ability to learn to CHL's service lines to appropriately triage clients with various levels of complexity to the right services.
• Ability to document CHL services in accordance with insurance reimbursement requirements.
• Effective oral and written communication skills.
• Basic computer skills in Microsoft Suite.
• Ability to learn to navigate the Electronic Health Records (EHR) system.
• Ability to multitask; must possess time‑management skills with a strong sense of prioritization and follow‑through.
• Requires personal and professional accountability, self‑management, discretion, initiative, professional integrity and cultural competency.
• Ability to use office equipment, including copy machines, computers, printers, and telephones.

Preferred:

• Prior experience in a behavioral health and/or call‑center environment.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department‑specific competencies and their measurements will be…