The Pine Rest Contact Center

The Contact Center can be reached by calling 616/455-9200 or 800/678-5500.
The Contact Center has a TTY line at 616/281-6446.

The Pine Rest Contact Center is a call center that can provide information about the full continuum of behavioral health services that Pine Rest offers. The Contact Center is staffed by a mental health clinician 24 hrs/day, 365 days/year. Clinicians triage calls and direct callers to the appropriate service area, including the Pine Rest and Saint Mary's inpatient and partial hospital psychiatric services.

Callers are also free to directly access any of the Pine Rest less intensive service programs, such as a particular outpatient clinic or one of our residential programs.

Hospital Admissions, located in the Van Andel Center, provides emergency evaluations and assessments for individuals of all ages, 24/7. Assessments are completed by masters-prepared mental health clinicians who render a provisional diagnosis and treatment recommendations. Calling ahead for a telephone screening is very much encouraged. This screening allows us to determine what Pine Rest program is most appropriate, and to provide the caller with instructions for accessing the recommended service.

The clinicians in Hospital Admissions are charged with obtaining accurate clinical and medical information which is presented to the admitting psychiatrist and nursing staff to facilitate admissions.

Because a professional service is provided, there is a fee charged and a patient’s insurance company may be billed. There is no prescribing physician in the Admissions Department.

The admission process takes one to two hours, which includes the professional assessment, conferring with insurance carriers, obtaining admitting orders, signing forms, an explanation of patient rights, and more.

Referrals come from a variety of sources. Patients are encouraged to call first which allows the clinician to gather initial screening information, make preliminary recommendations, and provide direction for accessing appropriate services.

Sue Kellar, RN, Director of the Contact Center and Utilization Management
(616) 281-6363 Ext.2921