High school diploma or equivalent required; Minimum of one (1) year of experience in a call center, medical office, psychiatric facility, or behavioral health setting required; Strong active listening, de-escalation, and crisis-intervention skills; Familiarity with mental health diagnoses, substance use disorders, and level-of-care criteria (e.g., ASAM, LOCUS) is a plus; Proficiency with Electronic Health Record (EHR) systems and multi-line phone software; High level of empathy, discretion, and adherence to HIPAA confidentiality guidelines. KEY RESPONSIBILITIES : Answer high-volume incoming phone calls from patients, families, and referral partners seeking behavioral health or crisis support.