Call Center Coordinator (Weekend Only

Position:Call Center Coordinator (Weekend Only)

Location: Cincinnati, OH

Job :208

# of Openings:1

Call Center Coordinator (Weekends Only)

The Call Center Coordinator serves as the central communication and coordination point for the behavioral health organization during weekend operations. This position supports patients, referral sources, facilities, clinical teams, and internal departments by managing incoming calls, coordinating referrals and admissions, facilitating communication with on-call clinical leadership, and ensuring timely follow-through on operational and patient-care needs.

The Call Center Coordinator is responsible for maintaining a calm, professional, and responsive communication environment, particularly when handling urgent behavioral health inquiries, crisis-related calls, admissions, transfers, and after-hours requests.

• Serve as the primary weekend point of contact for incoming calls, referrals, inquiries, and operational communications.
• Answer and appropriately route calls from patients, families, hospitals, emergency departments, referral sources, providers, and community partners.
• Receive and coordinate behavioral health referrals and ensure required information is obtained and communicated to the appropriate clinical or admissions team.
• Coordinate communication with on-call psychiatrists/NPs, nursing leadership, clinical teams, admissions staff, and other designated weekend leadership.
• Facilitate timely communication regarding admissions, transfers, bed availability, dispositions, and other patient-flow needs.
• Obtain and document pertinent referral information accurately in the EMR and/or designated tracking systems.
• Monitor pending referrals, callbacks, admissions, and other open items throughout the shift to ensure appropriate follow-up.
• Escalate urgent clinical, safety, operational, or patient-related concerns to the appropriate on-call leader or clinical professional.
• Maintain clear and timely documentation of calls, referrals, communications, and actions taken.
• Protect patient confidentiality and follow HIPAA, organizational policies, and established behavioral health communication protocols.
• Provide professional and compassionate communication to patients and families, recognizing that callers may be experiencing significant emotional distress.
• Support weekend coordination between the behavioral health head office and affiliated programs, facilities, and clinical teams.
• Conduct thorough shift-to-shift handoffs, including outstanding referrals, pending callbacks, admissions, transfers, safety concerns, and other items requiring follow-up.
• Maintain awareness of weekend staffing, on-call coverage, escalation pathways, and organizational resources.
• Support smooth transition of outstanding work to the next shift and weekday operations.
• Perform other administrative and coordination duties as assigned.

• High school diploma or equivalent required; associate or bachelor's degree in healthcare, behavioral health, human services, business, or a related field preferred.
• Must be 21 or older
• Previous experience in a behavioral health, healthcare, hospital, call center, admissions, intake, patient access, or customer service environment preferred.
• Experience handling high-volume telephone communications and coordinating multiple priorities.
• Strong communication, organization, and problem-solving skills.
• Ability to remain calm and professional when interacting with individuals experiencing emotional distress or behavioral health concerns.
• Ability to recognize situations requiring immediate escalation and follow established protocols.
• Strong attention to detail and accurate documentation skills.
• Proficiency with electronic medical records, call-management systems, Microsoft Office, and other standard computer applications preferred.
• Ability to work independently during weekend and overnight operations while maintaining effective communication with on-call leadership.