Call Center Clinician

Location: Topeka, KS
Date Posted: 09-25-2017
Company: HealthSource Integrated Solutions
Position: Call Center Clinician
Job Classification: Non-Exempt, full-time
Reporting Relationship: Call Center Manager
 
Primary Accountabilities:
The Call Center Clinician is responsible for handling incoming calls for all HealthSource contracted programs, monitoring program requirements to ensure specifications are being met, and for performing tele-video screens and crisis interventions. 
 
Major Duties:
Clinical Calls
  • Handles incoming calls and ensures all program specifications are being met, such as inpatient screenings, Employee Assistance Program (“EAP”) referrals, and after hour’s crisis intervention. 
  • Gathers, assesses and documents information from mental health professionals, health professionals, family members and other providers requesting screening for managed behavioral care contracts.
  • Determines urgency and contacts the appropriate Community Mental Health Center (“CMHC”) within specified time frames.
  • Receives calls from CMHCs, hospitals or other providers and offers consultation on clinical or program issues.
  • Provides crisis telephone intervention, risk assessment and appropriate referral services through EAP, and after hour’s programs.
  • Provides follow-up calls on prior referrals to ensure contract requirements are met after initiation of screen or termination of treatment, per program specifications.
  • Ensures documentation of all screen requests, dispositions, referrals and crisis calls are complete and accurate.
  • Handles triage calls, documents information, and sends information to the appropriate CMHC.
 
Screening and Crisis Intervention Services
  • Work closely with community partners to problem solve complex situations and develop plans for immediate and appropriate interventions.
  • Respond quickly to conduct crisis intervention services and hospitalization screenings (for both acute and State hospitals).
    • Tele-video screening and crisis intervention therapist should be prepared to start a tele-video session within 15 minutes of the request.
  • Provide crisis interventions with individuals, families, and/or others as needed, with an emphasis on assessing needs, securing appropriate level-of-care services, and minimizing trauma.
  • Strive to develop intervention plans that prevent or reduce admissions to jails and hospitals when appropriate diversion plans can meet the consumer’s needs.
  • Coordinate and facilitate referrals to appropriate services in the community.
  • Conduct hospital admission screens and oversee the admission process or the process of getting a patient placed on the appropriate waiting list.
  • Tele-video screening and crisis intervention therapist will document all tele-video sessions as required by CMHC and will follow up with CMHC staff regarding tele-video sessions as needed.
  • Tele-video screening and crisis intervention therapist will make court appearances to give testimony within 48 hours as required for involuntary commitments.
  • Promotes a positive image of HealthSource by initiating, developing and sustaining effective business relationships in the communities served by HealthSource.
  • Adapts to changing work priorities and a fast-paced environment while maintaining a professional and positive attitude.
  • Participates in training classes as outlined by the division, Human Resources and HealthSource.
  • Suggests, supports and participates in the quality initiatives undertaken by HealthSource and influences programs within the division or company that refine systems and processes and improve overall performance.
  • Performs all other duties as assigned.
 
Qualifications:
  • Current licensed master’s level clinician or registered nurse required.
  • Three (3) years as a practicing clinician required.
  • Two (2) years of experience as a QMHP/Screener preferred.
  • One (1) year crisis service experience preferred.
  • Experience with the CMHC system preferred.
    • Demonstrated knowledge and skills in the diagnosis and assessment of psychiatric disorders.
    • Works independently on projects and ask for support as necessary.
  • Maintain effective, cooperative working relationships, both internally and externally, as it relates to the operations and business of KHS.
    • Demonstrated ability to communicate effectively, both verbally and in writing, with internal and external customers.
    • Demonstrated ability to work independently.
    • Demonstrated ability to identify and solve problems.
    • Demonstrated ability to use a variety of technology and computer software applications including telephone systems, word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint, Publisher).
  • Must maintain confidentiality at all times and meet HIPAA standards for confidentiality.
  • Must successfully complete background checks.
 
Physical Demands:
  • Frequently required to speak, write and memorize.
  • Constantly required to talk, read, problem solve, see, hear and sit.
  • Push, pull, lift or carry 30 pounds.
  • Occasionally required to bend, twist, squat, kneel, stand, walk or balance.
 
Work Environment:
  • Professional and deadline-oriented environment in an office setting.
  • Interaction with staff and clients.
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