Customer Service Representative – Behavioral Health

6 days ago


Worcester, Massachusetts, United States EmpowerCare® Full time

About the Role

Join EmpowerCare and make an impact as a Call Center Representative in Worcester, MA. You'll be the first point of contact for individuals seeking behavioral health services — helping connect them with the right care, support, and resources during critical times.

Position 1

Schedule:

Friday, Saturday, Sunday, Monday – 7:00 PM to 3:30 AM

Hours per Week: 32 hrs

Status: Contract (10/27/2025 – 1/31/2026)

Position 2

Schedule:

Sunday and Monday – 11:00 PM to 7:30 AM

Hours per Week: 16 hrs

Status: Contract (10/27/2025 – 1/31/2026)

Key Responsibilities

  • Receive and respond to phone calls and referrals for urgent, emergent, and routine behavioral health services
  • Register clients, complete insurance verifications, and assist in scheduling initial assessments
  • Provide telephonic support, including crisis intervention and de-escalation
  • Assist clinicians with case disposition (inpatient bed searches, referrals, transportation arrangements)
  • Obtain insurance authorizations and process referrals
  • Maintain accurate and confidential documentation within Electronic Health Records (EHR)

Qualifications

  • Bachelor's degree (preferably in Psychology, Human Services, or related field)
  • Minimum 2 years of experience in a clinical or healthcare setting
  • Excellent communication and multitasking skills
  • Proficient in Microsoft Suite and Electronic Health Records (EHR)
  • Strong time management, organization, and cultural competency skills

Preferred Experience

  • At least 1 year of recent experience as a Customer Service Rep in a mental health setting
  • CPR/BLS certification (if applicable)

Benefits & Perks

  • Competitive Pay:
     $17–$20 an hour (based on experience)
  • Weekly Pay
     through EmpowerCare
  • Earned Wage Access (EWA):
     Access part of your pay before payday
  • Comprehensive Benefits:
     Medical, dental, and vision
  • 401(k) Plan
     with EmpowerCare contributions
  • Paid Time Off (PTO)
     for a healthy work-life balance
  • Referral Bonus:
     Earn up to $750 per referral


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