Medline Operator (53952)

POSITION SUMMARY:

The Medline Operator is a key member of the Certified Community Behavioral Health Clinic (CCBHC) access team and serves as the first point of contact for individuals seeking services. This position supports the CCBHC mission by ensuring timely, welcoming, and person-centered engagement for all callers. The operator is responsible for answering incoming calls, providing clear and accurate information about available services, facilitating same-day access when appropriate, and triaging calls according to established clinical and crisis protocols.

The operator plays a critical role in supporting care coordination by collecting accurate information, documenting contacts in the electronic health record (EHR), and ensuring communication is routed effectively to clinical teams. This position requires compassion, cultural responsiveness, strong communication skills, and an understanding of CCBHC standards related to access, crisis services, quality, and integration.

DUTIES AND RESPONSIBILITIES:

Access & Customer Service

• Serve as the primary telephone contact for individuals seeking medical services, providing a warm, respectful, and recovery-oriented experience.
• Ensure callers receive timely information about clinic services, walk-in procedures, intake processes, same-day access options, and referral requirements.
• Assist callers with scheduling, modifying, or canceling appointments in alignment with access-to-care standards, if needed.
• Verify demographic and insurance information and ensure callers understand any required next steps, if needed.

Triage & Crisis Response

• Screen and triage incoming calls using established protocols to identify urgent needs, safety concerns, or crisis situations.
• Immediately connect callers to the crisis team or on-duty clinician when required, following warm-handoff procedures.
• Recognize indicators of emotional distress and respond using trauma-informed, culturally competent communication.
• Follow all policies for emergency interventions, mandated reporting, and documentation.

Care Coordination & Collaboration

• Communicate effectively with clinical, medical, case management, and peer support staff to ensure coordinated and seamless care.
• Route messages to appropriate staff in a timely manner, ensuring information is complete and actionable.
• Support integrated care by understanding available behavioral health, medical, and community-based services.
• Assist with internal and external referrals, including gathering necessary information and ensuring follow-up steps are clear for callers, if needed and requested.

Documentation & Compliance

• Accurately document all calls in the electronic health record or call management system, following documentation standards.
• Maintain confidentiality at all times and comply with HIPAA, 42 CFR Part 2, and organizational privacy requirements.
• Follow protocols for data collection, including demographics, payer information, and service requests.
• Participate in quality improvement activities required within the CCBHC model, including data accuracy, customer service standards, and workflow enhancement.

Cultural Competence & Person-Centered Care

• Demonstrate cultural humility when working with individuals of diverse backgrounds, identities, and lived experiences.
• Communicate respectfully and effectively with individuals experiencing mental health, substance use, or co-occurring challenges.
• Utilize trauma-informed and recovery-oriented approaches in all interactions.
• Ensure accessibility for callers with disabilities, language barriers, or special communication needs.

Clinic Operations

• Use multi-line phone systems, scheduling software, and EHR systems efficiently.
• Assist with administrative and access-related tasks as assigned.
• Support new staff by modeling effective communication and adherence to protocols.
• Participate in required trainings related to CCBHC standards, crisis response, confidentiality, cultural competence, and customer service.

JOB REQUIREMENTS / EXPECTATIONS:

• Customer service and welcoming engagement
• Cultural competence and trauma-informed communication
• Accurate documentation
• Attention to detail and organization
• Active listening and de-escalation
• Team collaboration
• Adaptability in a fast-paced environment
• Standard office or call-center environment with extended periods of phone and computer use.
• Frequent interaction with individuals experiencing behavioral health, medical, or crisis concerns.
• Occasional exposure to emotionally charged situations requiring calm, supportive communication.