Call Center Representative - Behavioral Health

Company: GetWell HealthSystems Location: Clarksville, Indiana Job Type: Full-Time | On-Site Schedule: Monday–Friday, 8:00 AM–5:00 PM Job Summary GetWell HealthSystems is seeking a professional, compassionate, and patient-focused Call Center Representative – Behavioral Health to join our team in Clarksville, Indiana. The Call Center Representative – Behavioral Health will serve as a primary point of contact for patients, families, providers, and healthcare partners seeking behavioral health services. This position will handle incoming calls, schedule and coordinate behavioral health appointments, assist with referrals and intake processes, answer general administrative questions, and ensure patients receive timely, respectful, and compassionate assistance. The ideal candidate will have excellent communication skills, strong attention to detail, and the ability to remain calm, empathetic, and professional when assisting individuals with behavioral health concerns or other sensitive situations. Key Responsibilities Answer incoming patient calls promptly and professionally. Schedule, reschedule, and confirm behavioral health appointments. Assist patients with behavioral health intake and appointment-related processes. Provide accurate information regarding behavioral health services, providers, appointments, office procedures, and administrative requirements. Collect and document patient demographic, contact, and insurance information. Verify insurance eligibility and assist patients with basic insurance-related questions. Coordinate referrals and assist patients with connecting to appropriate behavioral health services. Route calls, messages, and requests to the appropriate provider, behavioral health specialist, department, or clinical team. Document all patient interactions accurately in the electronic health record (EHR) or designated systems. Follow established procedures for handling clinical or behavioral health questions and escalation to appropriate clinical staff. Follow organizational protocols for urgent or potentially high-risk behavioral health situations and immediately involve appropriate clinical personnel when necessary. Maintain patient confidentiality and comply with HIPAA and organizational privacy policies. Handle patient and family concerns professionally, respectfully, and with empathy. Coordinate follow-up appointments, referrals, assessments, and other behavioral health service needs. Communicate professionally with patients, family members, providers, and healthcare partners. Navigate multiple computer applications while communicating with patients by telephone. Maintain accurate records and complete required documentation. Meet established standards for call quality, productivity, accuracy, and patient service. Participate in team meetings, training, and ongoing professional development. Perform other administrative and patient-support duties as assigned. Qualifications High school diploma or GED required. 1+ year of customer service, call center, healthcare, medical office, behavioral health, or patient-facing experience preferred. Behavioral health or healthcare experience is a plus. Knowledge of behavioral health and medical terminology preferred. Understanding of insurance, referrals, and healthcare scheduling processes preferred. Experience with EHR/EMR systems preferred. Strong verbal and written communication skills. Excellent active listening and problem-solving abilities. Strong attention to detail and organizational skills. Ability to remain calm, professional, and compassionate when speaking with individuals experiencing emotional distress. Ability to multitask effectively in a fast-paced healthcare environment. Proficiency with computers, Microsoft Office, email, and healthcare software systems. Ability to handle sensitive and confidential information professionally. Strong interpersonal skills and a patient-centered approach. Reliable attendance and punctuality required. Work Environment This is a full-time, on-site position based in Clarksville, Indiana. Schedule: Monday–Friday, 8:00 AM–5:00 PM This position provides a consistent weekday schedule with no regularly scheduled weekend shifts. Why Join GetWell HealthSystems? Full-time Monday–Friday schedule Consistent weekday hours Professional behavioral health environment Collaborative and supportive team Opportunity to develop healthcare and behavioral health administration skills Opportunities for professional growth and advancement Meaningful opportunity to support individuals and families seeking behavioral health services GetWell HealthSystems is committed to providing compassionate, accessible, and patient-centered behavioral health services to the communities we serve. #J-18808-Ljbffr