Centralized Support Representative - Behavioral Health - Full-time, Days/Eves (M-Th, 8a-6:30p)

York, PA | Behavioral Health | Tracking Code: 57953

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Position Summary:

General Summary:

Under the general supervision of the Behavioral Health Central Scheduling Supervisor, provides centralized scheduling and support services for all behavioral health clinics, according to the patients’ needs. Interviews patient to obtain necessary information to recommend appropriate level of care.  Provides support to multiple provider types in behavioral health intake process.


Duties and Responsibilities:

   1  Elicits accurate and pertinent information regarding the patient’s mental health or substance abuse status and needs, including but not limited to patient’s substance of choice, date of last use, withdrawal state, and substance abuse history to determine treatment needs.

   2  Schedules appropriate appointment within established parameters, by determining the needs of the patient (i.e. psychiatry, psychotherapy, new or established patient, substance abuse or mental health intake). Provides guidance and support at the time of initial telephone contact with patients and schedules initial office visit.

   3  Makes recommendation of appropriate initial level of care for patient, including but not limited to outpatient therapy, psychiatry, and/or intensive outpatient program needs as well as referral to detox, rehabilitation and/or crisis intervention. 

   4  Answers incoming calls via centralized behavioral health telephone queue with exceptional customer service skills.  Manages the needs of each patient appropriately. Answers telephones, routes callers, takes messages and provides routine information to callers.

   5  Receives information on patients to be discharged from facilities and assesses for appropriate level of care based on patient mental health and substance abuse history and needs.

   6  Secures, researches and documents insurance information pertinent to mental health and substance abuse treatment needs. May complete insurance forms, verify insurance coverage, and secure other information as needed.

   7  Refers patients to appropriate resources for assistance in completion and submission of applications for public assistance or uncompensated care.  Communicates cost of specific outpatient and intensive outpatient programs according to a patient’s insurance and Medicare guidelines

   8  Responds to requests for information regarding services from patients, families, agencies, hospitals, physicians, etc.

   9  Directs patient to referring agencies as appropriate if WellSpan Philhaven Behavioral Health is unable to supply the service requested.

10  Directs referring agencies to appropriate level of care if WellSpan Philhaven Behavioral Health is unable to supply the service requested.

Required Skills
  • Excellent interpersonal/communication skills
  • Insurance knowledge
  • Computer skills
  • Customer service skills
  • Ability to work independently
  • Bilingual preferred
Required Experience

1-2 years experience in human services field

Insurance knowledge


Quality of Life

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization is comprised of a multispecialty medical group of more than 1,500 physicians and advanced practice clinicians, a regional behavioral health organization, a home care organization, eight respected hospitals, more than 19,000 employees, and 170 patient care locations. WellSpan is a charitable, mission-driven organization, committed to exceptional care for all, lifelong wellness and healthy communities. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

Quality of Life
Quality of Life

Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation.

Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more — within an easy drive of major East Coast cities.

York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)

Equal Opportunity Employment

WellSpan Health is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

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