Call Support Specialist - 2nd Shift

Montgomery, Alabama
Carastar Complex
21.30 Hourly
14.00  Hourly
Full Time
2nd, 3p - 11:30p



This is responsible. professional work in the field of mental health.  Employees in this position are responsible for providing clinical services for persons experiencing mental illness and assisting these persons in accessing other needed services. 

This position works as either call support for Carastar Health, or for the 988 Lifeline Call Center which covers a region beyond the agency.  The position incorporates important duties of providing scheduling intake, assessments, and responsible for overseeing client referrals and reviewing paperwork from staff Center Wide.  As a 988 operator, responsible for taking calls coming in from the entire region, providing support, resources, and linkage to crisis services.  Responsible for maintaining cooperative working relationships with other departments and other facilities providing services for people.  

This position may work in a variety of settings depending on the position offered, including the 24/7 Crisis Center. Cross-training and ability to rotate across locations is required. 



  • Screen request for services to determine the problem(s), assess risk level and prioritize the needs of the individual.
  • Facilitate admission to Carastar program services ensuring appropriateness of the level of care through use of clinical criteria.
  • Complete initial screenings and accurately populates electronic health record for potential consumers, including those requesting outpatient and hospital services.
  • Provide community resources and referral information to callers and consumers.
  • Adhere to customer service standards and professional code of ethics.
  • Responsible for answering incoming intake phone calls, providing information about services and schedule intakes appointments Agency wide.
  • Enter client's demographic, insurance, and financial information.
  • Responsible for obtaining necessary documentation/paperwork (to include insurance information).
  • Provide crisis intervention and assessments for clients seen on an emergency basis Agency wide.  Document in the EHR and bill when appropriate.
  • Provide mental health consultation to other agencies assisting Carastar Health clients.
  • Participate in clinical supervision as required.
  • Participate in training activities to increase therapeutic skills and to become more knowledgeable in methods and techniques used in the care of psychiatric clients Agency wide.
  • Provide front desk and call center coverage for satellites and other locations, which includes (Montgomery, Elmore, Autauga and Lowndes as well as the Carastar Crisis Center) when needed.
  • Greet clients in a courteous and professional manner, providing them any assistance needed.
  • Ensure each client sign in on the sign in sheet at each visit.
  • Verify and update insurance and address changes during each visit.
  • Register new and update existing clients' demographic, state reporting, and financial information.
  • Use Front Desk to make client appointments and reschedule appointments.
  • Confirm next day appointments.
  • Admit clients proficiently into the EHR system.
  • Maintain charts for correctness and completeness including scanning documents and external records into the EHR system.
  • Assist with correction of chart deficiencies noted in administrative/clinical reviews.
  • Assist with State Reporting data corrections.
  • Answer telephone calls, take messages and return calls.
  • Collect co-payments and fees owed. 
  • Coordinate with crisis services as needed to include crisis mobile teams, co-response, crisis liaison case managers, to assist consumers who are calling and in need of immediate assistance.
  • Communicate pertinent information to incoming and outgoing shifts regarding consumer calls and information that is necessary to pass on.
  • Balance money and receipts at the end of each business day.
  • Submit money and receipts to supervisor by the next business day
  • Perform other related duties as requested by supervisor.
  • Train as a 988 Lifeline Call Center Operator. 
  • Take calls for 988, screening for risk of suicide, providing resources, and following 988 Lifeline protocols.
  • Participate in ongoing training to ensure up to date knowledge of taking emergency calls. 



  • Must have clear communication and good customer service skills, including patience, attentiveness, the ability to use positive language, great work ethic and a willingness to do what needs to be done.
  • Knowledge of community resources.
  • Knowledge of cultural diversity.
  • Considerable knowledge of individual and group behavior, with special emphasis on psychiatric/mental disorders.
  • Knowledge of assessing mental status and determining needs of persons in need of mental health services.
  • Basic knowledge of medications used to treat psychiatric/mental disorders, including desired effects, side effects, and issues related to medication adherence.
  • Ability to make clear and pertinent statements orally and in writing.
  • Basic computer literacy required.
  • Ability to relate professionally, positively and work cooperatively with other employees and other agencies at all level.



  • Bachelors' Degree in Behavioral Science or related field from a recognized college or university.
  • Some experience, preferably in a psychiatric setting, with decision-making responsibilities.
  • Must meet requirements for approved Medicaid Provider status.
  • Must hold a valid driver's license and maintain a driving record that is acceptable to the Carastar's insurance carrier.
  • Must maintain at least liability coverage on personal vehicles.