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Position Overview
This role serves as a primary point of contact for individuals seeking behavioral or mental health support. The clinician handles incoming calls, completes brief assessments, evaluates urgency, and directs callers to appropriate services or community resources. The position may also involve authorizing certain crisis-related services when needed.

This is a remote position that includes a structured virtual training period, followed by transition to a regular schedule. Necessary equipment and technology are provided.

Key Responsibilities

Screening, Assessment & Referral

• Conduct initial phone assessments to understand caller needs and determine appropriate next steps.

• Manage calls involving urgent or high-risk situations, including mental health crises, risk of harm, substance-related concerns, or medical instability.

• Use clinical judgment to make quick decisions with limited information.

• Provide referrals to appropriate levels of care and ensure callers are connected to services that match their needs.

• Take steps to maintain caller safety, which may include coordinating with emergency response teams when necessary.

• File mandatory reports when safety or welfare concerns require it.

• Identify individuals who may need additional support and direct them to the appropriate internal teams.

• Review available caller history to determine the most suitable referral options.

• Schedule assessments with partner providers based on caller preferences and needs.

• Complete accurate documentation for all calls and interactions using internal electronic systems.

• Navigate multiple software programs and phone systems at once while managing caller needs.

• Conduct follow-up outreach to ensure individuals attended scheduled services.

• Route calls to other departments when questions fall outside of clinical scope.

• Maintain productivity and organization during high-volume or low-staffing periods.

• Monitor written or electronic referrals to ensure timely processing.

Support & Collaboration

• Communicate with emergency responders and community partners as needed during crisis situations.

• Utilize interpreter services when language support is required.

• Review calls completed by external or overflow vendors and provide feedback when needed.

• Help callers navigate barriers to care and identify available community resources.

• Offer guidance and support to non-clinical call center staff.

• Participate in training of new team members and assist with ongoing education for current staff.

Quality, Compliance & Reporting

• Adapt to frequent updates in procedures and workflows in a digital, paperless environment.

• Report quality or safety concerns to leadership.

• Identify and communicate unusual patterns in call activity or service needs.

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