Access Information and Referral Specialist - Front Desk

About the role

The Access Information and Referral Specialist provides information and referrals to individuals seeking services for mental health, substance use disorders, and/or intellectual developmental disabilities. They assist individuals in navigating the OCHN network, policies/procedures, and Access process.

Responsibilities

• Greet individuals with a welcoming, warm, professional, and trauma-informed manner.
• Manage the flow of referrals through the Access process, assign to Access clinicians, solve problems, and bring concerns to Access leadership.
• Serve as a primary point of contact for community partners, including hospitals, emergency departments, jails, courts, law enforcement agencies, and referral sources.
• Coordinate communication regarding referrals, admissions, discharges, appointments, releases of information, and continuity of care.
• Coordinate with Crisis Services front desk and clinical staff to identify individuals who do not require immediate crisis intervention and facilitate completion of Access Screening as appropriate.
• Provide information and advocacy to individuals regarding the Access process.
• Review basic information with individuals seeking services, including insurance status, and provide information on insurance application processes.
• Create new medical records for individuals seeking an Access Screening, complete initial documentation, and warm transfer to the next available Access clinician.
• Maintain short waiting times for services requested for walk-in individuals and provide information and warm transfers for individuals needing other resources.
• Schedule appointments and provide information to persons needing an Access screening.
• Complete and review all required documentation, including release of information and legal guardianship.
• Provide excellent customer service to internal and external individuals.
• Track Access data and complete Access statistical reports as assigned.
• Share reports with Access leadership in a timely manner, alert leaders of detected trends or changes, and share any identified barriers to achieving Access goals with Access leadership.
• Understand and review Michigan County of Financial Responsibility (COFR) guidelines and refer any possible COFR individuals to Access supervisor for follow-up.

Qualifications

• High school diploma or GED.
• Minimum two years related college/university coursework preferred.
• Knowledge and understanding of mental health, substance use disorder, and intellectual/developmental disability issues and the OCHN system, core/substance use disorder provider network, and/or community resources preferred.
• Experience providing service within the human service field such as mental health and substance use, at least 2 years preferred.
• Bilingual in Spanish desirable.
• Bachelor's degree in human service field preferred.