Job Description

Non-Clinical Call Center Agent – Behavioral Health Crisis Line (Epic Required)

Position Overview

We are seeking an experienced Non-Clinical Call Center Agent to support a high-volume Behavioral Health Crisis Line serving multiple communities. This role is essential in providing timely access to urgent and emergent behavioral health services for individuals experiencing mental health and substance use crises.

The ideal candidate is calm under pressure, empathetic, detail-oriented, and experienced working in a fast-paced healthcare or behavioral health environment using Epic EMR .

Assignment Details

• Start Date: January 26, 2026
• Duration: 13-week contract
• Schedule: Friday – Monday
• Shift: Mid Shift, 3:00 PM – 11:30 PM (4x8s)
• Location: Onsite – Worcester, MA
• Positions Available: 1

Key Responsibilities

• Receive and respond to incoming calls and referrals for urgent and emergent behavioral health services
• Provide telephonic crisis support, stabilization, and de-escalation
• Register callers, complete screenings, and verify insurance coverage
• Accurately document all interactions in Epic EHR
• Assist clinicians with inpatient bed searches, referrals, and care coordination
• Arrange transportation services, including cab or ambulance/EMS dispatch
• Schedule and assign initial behavioral health assessments
• Communicate high-priority referral information to supervisors and partner organizations
• Maintain strong knowledge of available behavioral health services and community resources
• Collaborate effectively with clinicians, supervisors, and crisis response teams

Required Qualifications

• Bachelor’s degree required (any field; Psychology, Sociology, or HR preferred)
• Epic EMR experience – required
• Experience in a high-stress healthcare, emergency, or behavioral health setting
• Demonstrated crisis intervention and de-escalation skills
• Strong decision-making, communication, and multitasking abilities
• Calm, empathetic, and professional demeanor

Preferred Experience

• Behavioral Health Technician (BHT)
• Psychiatric Crisis Response Center (PCRC)
• Emergency Department behavioral health or psychiatric intake
• Crisis hotline or mental health intake experience

Work Environment

• High-volume behavioral health crisis call center
• Regular exposure to individuals experiencing acute mental health or substance use crises
• Team-based environment with leadership support at all times
• Contractors are never alone with patients

Dress Code & Interview

• Dress Code: Business casual (no jeans)
• Interview Type: Microsoft Teams

Vaccine & Compliance Requirements

• Flu Vaccine: Required (medical/religious exemptions and declinations allowed)
• COVID-19 Vaccine: Not required
• Drug Screening: Marijuana included in pre-employment screening

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