Call Center Specialist - Crisis Center
Sigma Systems, Inc., Worcester, MA, United States
Job Title:
Call Center Specialist - Crisis Center
Location:
Massachusetts (Must be able to travel within 35-mile radius of assigned locations)
Work Type:
Contract / Onsite Field-Based Support
Start Date:
May 4th (MUST be available to start)
RTO Preference:
Candidates with
NO Return-to-Office restrictions preferred
Travel Requirement:
Required to travel/transport between multiple locations (advance daily notice provided)
Shift available:
Evening shift - 5*8 hours schedule (3:00 PM – 11:30 PM) or 4x10 schedule (3:00 PM – 1:30 AM)
Night Shift - 5*8 hours schedule (11:00 pm - 07:30 am) or 4*10 hours schedule (11 pm - 09:30 am)
Day shift - 5*8 hours schedule (7:00 AM – 03:30 PM) or 4x10 schedule (7:00 AM – 05:30 PM)
POSITION OVERVIEW
We are seeking a highly empathetic, calm, and experienced
Crisis Center Behavioral Health Crisis Line Representative
to support a high-volume behavioral health crisis system serving
32 towns in Massachusetts .
This role operates within a
fast-paced, high-stress crisis environment
in partnership with major hospital systems. The clinician team supports individuals experiencing acute mental health crises, substance use challenges, and urgent behavioral health needs.
Candidates must be comfortable working in emotionally intense situations, including exposure to individuals actively detoxing or experiencing substance use crises.
This position is ideal for individuals with experience in
behavioral health, crisis intervention, emergency departments, or high‑acuity healthcare environments .
WORK ENVIRONMENT
High-volume crisis call center + walk‑in support environment
Exposure to mental health crises and substance use cases
Team‑based setting (calls may require multiple staff coordination)
UMASS provides internal support mechanisms for contractors
Contractor will
never be alone with patients/clients in direct care situations
Staff structure: ~6 crisis line reps + 2 supervisory staff per shift
Call volume:
1st shift: ~200 calls
2nd shift: ~100 calls (varies seasonally)
SCHEDULE & FLEXIBILITY REQUIREMENTS
Flexibility required – hours and assignments may change
Travel to multiple assigned locations within a
35-mile radius
required
Daily assignment location provided in advance
Must be comfortable with dynamic scheduling and mobility requirements
May be required to transport or assist with patient movement coordination
KEY RESPONSIBILITIES
Receive and respond to urgent and emergent behavioral health crisis calls and referrals
Register patients and complete insurance verification checks
Provide telephonic crisis intervention, de‑escalation, and emotional support
Coordinate dispositions including:
Inpatient bed searches
Referrals to appropriate services
Transportation coordination (EMS, cab, ambulance dispatching)
Schedule and assign initial crisis assessments
Obtain insurance authorizations and enter all required data into
Electronic Health Record (EHR)
Communicate high‑priority referral information to clinical supervisors and stakeholders (e.g., Department of Mental Health, inpatient units)
Demonstrate knowledge of available behavioral health resources and community services
Maintain accuracy, urgency, and professionalism in all documentation and communications
REQUIRED QUALIFICATIONS (MUST HAVE)
Bachelor's Degree required
in:
Human Resources
Psychology
Sociology
OR related field
Experience in a
high‑stress healthcare environment REQUIRED
Strong experience with
EPIC EMR (MANDATORY)
Experience in one or more of the following:
Behavioral Health
Crisis Intervention / Crisis Call Center
Emergency Department (ED) support
Behavioral Health Technician (BHT)
Psychiatric Crisis Response Center (PCRC)
Experience with:
Patient registration
Insurance verification
Referral processingEmergency coordination / dispatch support
#J-18808-Ljbffr
Call Center Specialist - Crisis Center
Location:
Massachusetts (Must be able to travel within 35-mile radius of assigned locations)
Work Type:
Contract / Onsite Field-Based Support
Start Date:
May 4th (MUST be available to start)
RTO Preference:
Candidates with
NO Return-to-Office restrictions preferred
Travel Requirement:
Required to travel/transport between multiple locations (advance daily notice provided)
Shift available:
Evening shift - 5*8 hours schedule (3:00 PM – 11:30 PM) or 4x10 schedule (3:00 PM – 1:30 AM)
Night Shift - 5*8 hours schedule (11:00 pm - 07:30 am) or 4*10 hours schedule (11 pm - 09:30 am)
Day shift - 5*8 hours schedule (7:00 AM – 03:30 PM) or 4x10 schedule (7:00 AM – 05:30 PM)
POSITION OVERVIEW
We are seeking a highly empathetic, calm, and experienced
Crisis Center Behavioral Health Crisis Line Representative
to support a high-volume behavioral health crisis system serving
32 towns in Massachusetts .
This role operates within a
fast-paced, high-stress crisis environment
in partnership with major hospital systems. The clinician team supports individuals experiencing acute mental health crises, substance use challenges, and urgent behavioral health needs.
Candidates must be comfortable working in emotionally intense situations, including exposure to individuals actively detoxing or experiencing substance use crises.
This position is ideal for individuals with experience in
behavioral health, crisis intervention, emergency departments, or high‑acuity healthcare environments .
WORK ENVIRONMENT
High-volume crisis call center + walk‑in support environment
Exposure to mental health crises and substance use cases
Team‑based setting (calls may require multiple staff coordination)
UMASS provides internal support mechanisms for contractors
Contractor will
never be alone with patients/clients in direct care situations
Staff structure: ~6 crisis line reps + 2 supervisory staff per shift
Call volume:
1st shift: ~200 calls
2nd shift: ~100 calls (varies seasonally)
SCHEDULE & FLEXIBILITY REQUIREMENTS
Flexibility required – hours and assignments may change
Travel to multiple assigned locations within a
35-mile radius
required
Daily assignment location provided in advance
Must be comfortable with dynamic scheduling and mobility requirements
May be required to transport or assist with patient movement coordination
KEY RESPONSIBILITIES
Receive and respond to urgent and emergent behavioral health crisis calls and referrals
Register patients and complete insurance verification checks
Provide telephonic crisis intervention, de‑escalation, and emotional support
Coordinate dispositions including:
Inpatient bed searches
Referrals to appropriate services
Transportation coordination (EMS, cab, ambulance dispatching)
Schedule and assign initial crisis assessments
Obtain insurance authorizations and enter all required data into
Electronic Health Record (EHR)
Communicate high‑priority referral information to clinical supervisors and stakeholders (e.g., Department of Mental Health, inpatient units)
Demonstrate knowledge of available behavioral health resources and community services
Maintain accuracy, urgency, and professionalism in all documentation and communications
REQUIRED QUALIFICATIONS (MUST HAVE)
Bachelor's Degree required
in:
Human Resources
Psychology
Sociology
OR related field
Experience in a
high‑stress healthcare environment REQUIRED
Strong experience with
EPIC EMR (MANDATORY)
Experience in one or more of the following:
Behavioral Health
Crisis Intervention / Crisis Call Center
Emergency Department (ED) support
Behavioral Health Technician (BHT)
Psychiatric Crisis Response Center (PCRC)
Experience with:
Patient registration
Insurance verification
Referral processingEmergency coordination / dispatch support
#J-18808-Ljbffr