Job Description

Serves as the first point of contact for patients, families, referring providers, and internal staff seeking behavioral health services. This role is responsible for providing excellent customer service, gathering clinical and demographic information, conducting preliminary screenings, scheduling appointments, and providing referrals or information as appropriate. The representative ensures callers are connected with the right level of care quickly, safely, and compassionately.

1. Answer inbound calls in a timely, professional, and compassionate manner.
2. Gather demographic, insurance, and preliminary clinical information to assess needs.
3. Conduct scripted behavioral health screening questions (where applicable) to determine appropriate level of care or next steps (e.g., Outpatient, IOP, Partial Hospitalization, Emergency Services).
4. Document all call details accurately in the electronic health record (EHR) and/or call management system.
5. De-escalate distressed callers when possible and involve clinical staff when necessary
6. Route urgent/crisis calls to appropriate clinical staff or crisis teams immediately
7. Schedule appointments for behavioral health services according to established workflows
8. Provide callers with information about program services, locations, and hours of operation.
9. Assist with electronic referrals and manage referral work queues
10. Ensure accurate and timely data entry into call logs, EHR, and scheduling platforms
11. Follow up on voicemails and return missed calls within established timeframes.
12. Participate in training sessions, and quality improvement initiatives.
13. Maintain confidentiality and comply with all HIPAA and organizational privacy standards.

Qualifications

Requirements -

1. Bachelor's degree in Psychology, Social Work, Human Services, or a related field required.
2. Experience working with patients experiencing mental health or substance use issues preferred.
3. Strong communication and interpersonal skills.
4. Ability to multitask and work in a fast-paced environment.
5. Basic computer proficiency (Microsoft Office, Electronic Health Records, scheduling platforms).
6. Familiarity with behavioral health terminology and levels of care is a plus.
7. Bilingual a plus

Competencies -

1. Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
2. Demonstrate empathy, active listening, and professionalism in all interactions
3. Ability to problem solve
4. Good working knowledge of Microsoft Office Suite including Word and Excel, and Microsoft Teams.
5. Teamwork and collaboration
6. Upholds professional ethical standards, maintains appropriate boundaries and therapeutic relationships.

About Us

Morristown Medical Center is a nationally-recognized leader in cardiology and heart surgery, orthopedics, gynecology, geriatrics, gastroenterology and GI surgery, pulmonology and lung surgery, and urology.

We are the only hospital in New Jersey named one of America's '50 Best Hospitals' for six consecutive years by Healthgrades and one of the World's Best Hospitals by Newsweek. We were included on Becker's Healthcare 2020 list of "100 Great Hospitals in America". In addition, Leapfrog recognized us with an "A" hospital safety grade - its highest - twelve consecutive times, and the Centers for Medicare and Medicaid Services awarded us again with its highest five-start rating in 2020.

Morristown Medical Center is a Magnet Hospital for Excellence in Nursing Service, the highest level of recognition achievable from the American Nurses Credentialing Center for facilities that provide acute care services. Our nonprofit hospital was also designated a Level I Regional Trauma Center by the American College of Surgeons and a Level II by the State of NJ.

EEO STATEMENT

Atlantic Health, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.

About the Team

Job Info