Call Center Agent - Behavioral Health Support Specialist

Job Title: Behavioral Health Support Specialist – Call Center | Worcester, MA | 3-Month Contract

Company: Sigma Systems

Location: Worcester, MA (Onsite at UMass)

Shift: Friday, Saturday, Sunday, Monday | 40 hours/week

Contract Duration: 3 months

Dress Code: Business casual (no jeans)
Interview: Microsoft Teams

About the Role

Sigma Systems is seeking a Behavioral Health Support Specialist – Call Center to join the Access Division Call Center at UMass in Worcester, MA. This high-impact role focuses on providing crisis support, de-escalation, and urgent behavioral health interventions for individuals across 32 towns in Massachusetts.

Candidates will work closely with clinicians to ensure rapid response to calls, manage urgent referrals, and assist with patient assessments, transportation, and other critical care needs. This position requires empathy, professionalism, and the ability to perform under high-stress situations.

Key Responsibilities

• Respond to telephone calls and referrals for urgent and emergent behavioral health services.
• Register, screen, and perform insurance checks for individuals seeking care.
• Provide telephonic crisis interventions and de-escalation support.
• Assist clinicians with dispositions for inpatient beds, referrals, and transportation arrangements (cab/ambulance).
• Schedule initial assessments for urgent and emergent cases.
• Obtain insurance authorizations and enter data into Epic EMR.
• Communicate high-priority referral information to supervisors.
• Maintain up-to-date knowledge of services and resources available to patients.
• Ensure accurate documentation in Electronic Health Records (EHR) and other administrative systems.

Required Skills & Qualifications

• Bachelors degree in HR, Psychology, Sociology, or related field.
• Experience in high-stress healthcare or behavioral health environments.
• Epic EMR experience is mandatory.
• Familiarity with crisis line operations, ambulance/EMS dispatch, and urgent care coordination.
• Strong decision-making, communication, and teamwork skills.
• Ability to manage multiple high-priority calls and work effectively under pressure.
• Empathetic, calm demeanor with a patient-centered approach.

Preferred Qualifications

• Background as a Behavioral Health Technician or similar role.
• Experience in PCRC in ED or emergency care settings.
• Familiarity with outpatient and inpatient behavioral health procedures.