Call Center Representative

Call Center Agent

Pride Health is seeking a Call Center Agent for one of its clients in Massachusetts.

This is a 3-month contract with the possibility of extension with competitive pay and benefits.

Location – Worcester, MA 01610

Pay range - $30 to $34 per Hour on a W2.

Length of assignment – 3 Months of Contract (Possibility of extension)

Shift / Schedule – On-site, we have multiple openings with three different shift timings: Day shift, Mid-day shift, and Night shift. It can be either Day 5x8-Hour OR Day 4x10-Hour. They can assign any one of the shifts,

Flexibility is key with this position, as the hours could change. Also, the ability to travel to all locations (35-mile radius) is required. Advanced notice will be given for the assignment location each day. May be required to travel/transport.

Job Summary

• Crisis Center oversees 32 towns in MA, is contracted with two major hospitals where the clinicians reside, and assists and deals with people with mental health crises.
• Can be challenging and high-stress. Crisis line reps have to respond to a call within 60 min.
• The client offers internal mechanisms to offer support and relief to contractors. A lot of walk-ins - a lot of exposure to substance abuse, and they may participate in outreach.
• Contractors must remain sensitive and mindful and have empathy and understanding. Will encounter individuals who are actively detoxing/engaging in substance abuse - the contractor will never be alone with these individuals.
• Check in, calling in ambulance/EMS, dispatching EMS, fast-paced environment, knowing when to escalate, working well with a team, can take a few people to manage a call.
• Behavioral health field background (potential Behavioral Health Techs would do well). PCRC in the ED background would do well. Roughly 1st shift receives 200 and 2nd 100, times of year can play a part in call volume. 6 crisis line staff members 2 managing staff assisting with calls.
• This position requires an empathetic and calm demeanor, as it can be very stressful. Must be good in a fast-paced environment, along with being a great decision maker and team player. A bachelor's degree is required in any specialty.

Job Duties

• Receives and responds to telephone calls and referrals regarding urgent and emergent behavioral health services. Registers, screens, and completes insurance checks for individuals seeking services.
• Performs telephonic interventions which include, but are not limited to, crisis support and de-escalation of individuals in Crisis.
• For urgent and emergent services, assists Clinicians with arranging dispositions of cases inpatient bed Searches, making referrals, arranging transportation (cab or ambulance), etc.)
• Assigns and schedules initial assessments for urgent and emergent services.
• Obtains insurance authorizations, processes referrals, obtains information, and enters into the Electronic Health Record (EHR).
• Communicates to the supervisor information gathered for referrals from identified high-priority referral sources, including (but not limited to) the Department of Mental Health and hospital inpatient programs.
• Demonstrates knowledge of services and resources available.

Requirements

• High School/GED required.
• Experience is required from a high-stress healthcare environment.
• Epic EMR experience is a MUST.

Pride-Health offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

Pride-Health is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

Pride-Health is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.

Applicant Privacy Disclosure

We collect personal information from applicants during the recruiting, pre-offer, and offer process.

During the recruiting, pre-offer process, and offer process, we may collect the following categories of personal information:

1. Identifiers, such as name, address, and email address.
2. Professional and Employment-Related Information, such as resume, work history, education, and qualifications.
3. Information Voluntarily Provided by You in connection with the recruiting and pre-offer process.
4. Sensitive Personal Information, where legally permitted and necessary, such as Social Security number and date of birth.

Personal information is collected and used for the following business purposes: evaluating qualifications and eligibility for employment; communication regarding the recruitment and application process; verifying eligibility for employment; and complying with applicable legal, regulatory, and contractual obligations.

Personal information is collected and used only as necessary, and we are committed to data minimization, privacy, and providing equal employment opportunities. We are an international organization, and personal information may be accessed or processed by authorized personnel or service providers located outside the United States, subject to appropriate safeguards. We restrict use and access to personal information to authorized personnel and service providers with confidentiality and data security obligations. We maintain administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, use, or disclosure.

For information about our privacy practices, please review our Privacy Policy at: https://prideglobal.com/privacy-policy

If you do not consent to the collection of such personal information, please advise us immediately in writing at datasecurity@prideglobal.com