Bilingual Spanish Behavioral Health Call Center Agent

Job Description

Job Description

On behalf of our client, Noor Workforce Solutions is currently seeking a reliable and motivated Bilingual Spanish Behavioral Health Call Center Agents to work remote and join our clients’ team. The Bilingual Spanish Behavioral Health Call Center Agent provides after hours support to individuals seeking mental health or substance use services. This role involves answering incoming calls, conducting screenings, making referrals, responding to crisis situations, and accurately documenting all interactions while maintaining confidentiality and professionalism.

In this role, you will be responsible for supporting our client’s operations by performing duties such as call handling, screening, crisis response, data entry, and quality assurance reviews. The ideal candidate is outgoing, dependable, professional, and able to adapt in a fast-paced work environment while maintaining professionalism over the phone and working in a safe and quiet environment.

Key Responsibilities

• Answer incoming calls promptly according to service standards
• Provide information, guidance, and support related to behavioral health services
• Communicate calmly, professionally, and empathetically, including with distressed callers
• Conduct behavioral health screenings using County approved tools
• Refer callers with Medi Cal, Medicare, or no coverage to appropriate County providers
• Direct callers with commercial insurance to their health plans
• Coordinate referrals to Managed Care Plans for non specialty mental health services
• Ensure referrals meet distance and access guidelines
• Identify and respond to urgent or crisis situations
• Contact emergency services (911) or refer to the 988 Suicide & Crisis Lifeline when appropriate
• Complete warm handoffs and escalate cases to supervisors or clinical staff as required
• Accurately document all calls and referrals in the County’s EHR system (myAvatar) in real time
• Verify Medi Cal eligibility prior to referral
• Complete required incident reports for CPS and APS cases
• Follow all documentation, encounter entry, and record retention requirements
• Follow HIPAA, 42 CFR Part 2, and County confidentiality requirements
• Participate in quality assurance reviews, call monitoring, and coaching
• Accurately capture call data to support reporting and performance metrics
• Complete required refresher training every 90 days
• Provide culturally responsive and trauma informed service
• Support callers with limited English proficiency using established language services
• Treat all callers with dignity, respect, and professionalism

Required Qualifications

• Bilingual Spanish/English
• High school diploma or equivalent
• Strong communication and listening skills
• Ability to deescalate emotional or distressed callers
• Ability to follow structured protocols and procedures
• Basic computer skills and comfort learning new systems
• Ability to use call center systems (training provided)
• Strong attention to detail and accurate real time data entry

Preferred Qualifications

• Call center, healthcare, behavioral health, social services, or crisis response experience preferred
• Additional education
• Other qualifications that would be a bonus for an employee to have

Pay & Schedule (Additional Comp if included)

• Schedule: Coverage from 5pm to 8 am [late afternoon and nights] and Holidays and weekends
• Shift length: Up to 8 hours
• Pay range: $20/hr
• Pay frequency: Weekly

Training

• Completion of County required training before working independently, including: 
  • Screening tools
  • Referral procedures
  • Crisis response and escalation
  • 988 coordination
  • Medi Cal documentation
  • HIPAA and 42 CFR Part 2 compliance
• Ongoing participation in training and quality improvement activities

Benefits

• Benefits in a Card
• Potential Growth in the role
• Working for a reputable company in the field

Physical Requirements

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally reach and lift lightweight objects and small electronics up to 5 – 10 lbs
• Ability to be on your feet for the entirety of your shift, with frequent walking throughout the airport to various concession locations 
• Must be able to tolerate prolonged standing and walking on hard surfaces, navigate long distances, and move between terminals or concourses as needed during their shift.
• Possess effective communication skills through speech and listening and fluency in English through reading, writing, and speaking

By applying to this position, you hereby acknowledge and consent to being contacted via phone and text by our recruiters, should your application be selected for further consideration.

Equal Employment Opportunity

Noor Workforce Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.