Scheduler

The Scheduler plays a crucial role in the initial assessment and coordination of mental health outpatient services for individuals seeking assistance. This position operates within a call center environment, addressing incoming inquiries, conducting preliminary screenings, and ensuring individuals are connected to the appropriate mental health resources.

Inbound Call Management:

• Answer incoming calls related to mental health inquiries promptly and professionally.
• Gather necessary information from callers to determine the nature and urgency of their needs.

Preliminary Screening:

• Conduct initial mental health screenings to assess the caller's immediate needs and risk factors.
• Utilize standardized assessment tools or protocols to evaluate the severity and nature of mental health concerns.

Resource Coordination:

• Provide referrals to appropriate outpatient mental health services based on the caller's needs and location.
• Collaborate with internal teams and external agencies to ensure timely and appropriate service connections.

Documentation and Reporting:

• Maintain accurate and confidential records of all interactions and assessments.
• Generate reports as required by organizational policies or regulatory standards.

Continuous Learning and Training:

• Stay updated on mental health resources, services, and best practices.
• Participate in ongoing training and professional development opportunities.

Customer Service Excellence:

• Ensure a compassionate, empathetic, and non-judgmental approach in all interactions.
• Address any concerns or feedback from callers with professionalism and sensitivity

Other Duties: Responsible for performing other duties as assigned by leadership..

POSITION QUALIFICATIONS

High School Diploma or Equivalent – Required

Bachelor’s degree in psychology, Social Work, Counseling or related field – preferred

6 months experience working in a call center or customer service role 

• Knowledge of mental health disorders, treatment options, and community resources.
• Strong communication skills, both verbal and written.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Proficiency in using call center software and database systems.
• Empathy, patience, and a genuine desire to help individuals in need.