988 Crisis Triage/Call Center Support Specialist

Tcn Behavioral Health Services; Fairborn (OH); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Health insurance

401k retirement options with company

Paid holidays

Quarterly bonus

Job summary

TCN Fairborn is seeking a dedicated professional to assist individuals who call the crisis hotline and 988. You will assess risk to self and others, ensure caller safety, and link to care while communicating with professionalism and a high level of customer service.

Primary responsibilities include answering crisis line calls, screening callers, dispatching MRT, scheduling assessments, and supporting clinical staff. Evening shifts and overtime may be required.

Qualifications

• Experience in mental health or behavioral health settings.
• Strong communication and customer service skills.
• Ability to document and enter data accurately.

Responsibilities

• Answers Crisis Hotline/988 calls.
• Performs required screening questions.
• Dispatches MRT when appropriate.
• Schedules crisis assessments or priority assessments.
• De-escalates callers and consults with supervisor as needed.
• Assists with scheduling, payments, and basic billing questions over the phone.
• Maintains caller information and ensures issue resolution.

Skills

Customer service

Communication

Data entry

Multi-phone system

Education

High school diploma or equivalent

Tools

Multi-phone system

Job description

Job Details: Job Location: TCN Fairborn - Fairborn, OH 45324, Salary Range: $19.00 - $19.00 Hourly, $1,000 SIGN-ON BONUS!!

Assist individuals who call the crisis hotline and 988 National Suicide Prevention Lifeline (988). You'll be responsible for assessing risk to self and others, ensuring caller safety, and linking to care. Also, you must be able to communicate with professionalism and with the highest regard for customer service.

Primary Responsibilities

• Answers Crisis Hotline/ 988 calls
• Asks each crisis hotline caller required screening questions
• Understands when to dispatch MRT (mobile response team)
• Schedules crisis assessments or priority assessments
• Demonstrates ability to de-escalate callers
• Consults with supervisor about case interventions when needed
• Assist clients with scheduling or program questions, medication refills, basic billing questions, over the phone payments, medical records
• Verifies client demographic information
• Maintains communication with the caller until the issue is resolved or question is answered
• Knowledgeable about agency policies and procedures
• May be responsible for covering an evening shift and flex overtime
• Performs some receptionist duties
• Provides support to the clinical staff of the agency as needed. Types clinician correspondences, sends faxes, scans necessary documents to ECR and makes copies within one workday of receiving request to do so

Benefits

• Licensure reimbursement
• Clinical supervision hours towards independent licensure
• Career advancement opportunities
• Professional development and paid CEUs
• Additional compensation for advanced licensure
• Health, dental, and vision insurance
• 401k retirement options with company match as of day one
• Generous paid leave options
• 11 annual paid holidays
• Business casual dress code Monday Through Fridays
• Casual dress code 3rd shift, weekends and holidays.
• Quarterly bonus

Work Location and Standard Work Hours

• Fairborn, OH
• Full-time
• Some evenings, holidays and weekends may be required

Supervisory Responsibilities

None.

Work Environment

This job operates in a professional office environment

You’re passionate, purpose-driven, and you envision a community of healthy and productive individuals. You care about improving lives by providing clinically excellent and accessible behavioral health services

Join us on our mission and come be a part of our positive company culture filled with diverse talent, clinical excellence, and dedication to supporting the needs of our communities

Qualifications

• Licensure: LSW or LPC or CDCA preferred.
• Education: High school diploma or equivalent
• Experience: In mental health /alcohol and drug field; at least one year in customer service position; at least one year working with a multi-phone system.
• Certification: Crisis training, First Aid and CPR (can be provided by TCN)
• Other: Ability to effectively communicate with clients and the public. Demonstrate data entry skills.