Remote Behavioral Health Call Center Agent-Weekends

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Located in Casper, WY

Express Employment Professionals is seeking a Call Center Agent that provides after-hours and weekends support to individuals seeking mental health and substance use services. This role is responsible for handling inbound calls, conducting behavioral health screenings, coordinating referrals, responding to crisis situations, and accurately documenting all interactions while maintaining the highest standards of confidentiality, professionalism, and customer service. 

 

Key Responsibilities 

 

Call Handling & Member Support 

• Answer incoming calls promptly in accordance with established service standards. 

• Provide information, guidance, and support regarding behavioral health services and available community resources. 

• Communicate professionally, empathetically, and effectively with individuals experiencing emotional distress. 

Screening & Referral 

• Conduct behavioral health screenings utilizing County-approved assessment tools. 

• Refer callers with Medi-Cal, Medicare, or no insurance coverage to appropriate County providers. 

• Direct callers with commercial insurance to their health plan resources. 

• Coordinate referrals to Managed Care Plans for non-specialty mental health services. 

• Ensure referrals comply with access, distance, and eligibility guidelines. 

Crisis & Emergency Response 

• Recognize and respond appropriately to urgent, high-risk, or crisis situations. 

• Contact emergency services (911) or coordinate referrals to the 988 Suicide & Crisis Lifeline when necessary. 

• Complete warm handoffs and escalate cases to supervisors or clinical personnel as required. 

Documentation & Data Entry 

• Document all calls, screenings, and referrals accurately and in real time within the myAvatar EHR system. 

• Verify Medi-Cal eligibility prior to processing referrals. 

• Complete incident reporting requirements, including CPS and APS documentation. 

• Maintain compliance with documentation, encounter entry, and record retention standards. 

Quality, Compliance & Training 

• Adhere to HIPAA, 42 CFR Part 2, and County confidentiality requirements. 

• Participate in quality assurance reviews, call monitoring, and coaching sessions. 

• Accurately capture call data to support reporting and performance metrics. 

• Complete all required refresher training and continuing education activities. 

Cultural & Linguistic Responsiveness 

• Provide culturally responsive, trauma-informed services to all callers. 

• Utilize approved language assistance resources to support individuals with limited English proficiency. 

• Treat all callers with dignity, respect, and professionalism. 

Required Qualifications 

Education & Experience 

• High school diploma or equivalent required. 

• Previous experience in a call center, healthcare, behavioral health, social services, or crisis response environment preferred. 

Core Skills 

• Excellent verbal communication, active listening, and interpersonal skills. 

• Ability to de-escalate emotionally charged or distressed situations. 

• Ability to follow structured protocols, procedures, and workflows. 

• Proficiency with basic computer applications and the ability to learn new systems quickly. 

Technical Requirements 

• Ability to work within EHR and call center systems; training provided. 

• Strong attention to detail and accurate real-time data entry skills. 

Training & Compliance 

• Successful completion of all County-required training before independent assignment, including screening tools, referral procedures, crisis response, 988 coordination, Medi-Cal documentation, HIPAA, and 42 CFR Part 2 compliance. 

• Ongoing participation in training, quality improvement initiatives, and compliance activities. 

Apply

• www.expresspros.com or call 307-265-0289

Apply Now