Access to Care Specialist / 988 Lifeline (Part Time)

Position Summary/Function

This position of Access to Care Specialist is responsible for screening and facilitating admission to SpectraCare program services ensuring appropriate level of care is assigned through use of clinical criteria. Employee will complete initial telephonic screening for potential consumers and will assist with securing and confirming consumer payor source for services. The Lifeline 988 specialist is responsible for screening crisis/suicide related calls through a crisis intervention hotline referred to as “Lifeline.” Lifeline will be connected to a toll-free telephone number administered and maintained by Vibrant Emotional Health. Through the Lifeline, SpectraCare specialists will respond to callers’ attempts to prevent threatened suicides, de-escalate crisis situations, and provide information related to community resources.

ESSENTIAL DUTIES/RESPONSIBILITIES/FUNCTIONS/TASKS

• General Responsibilities (Access to Care)
  • Screens requests for services to determine the problem(s), assess risk level, and prioritize the needs of the individual.
  • Facilitates admission to SpectraCare program services ensuring appropriateness of level of care through use of clinical criteria.
  • Completes initial telephonic screening for potential consumers, including call intake/logs, screenings, and appointments for potential consumers.
  • Affords assistance with securing and confirming consumer payor source for services.
  • Provides community resources and referral information to callers and consumers.
  • Provides crisis intervention and resolution, including symptomatic relief and referrals to appropriate services, when indicated.
  • Demonstrates the ability to recognize the elements of a crisis state and knows how to deescalate or resolve the situation.
  • Affords continuity of care of consumers.
  • Adheres to professional code of ethics and customer service standards.
• General Responsibilities (988 Lifeline)
  • Answers incoming calls to the 988 Lifeline Hotline and provides immediate support and counseling to individuals in crisis.
  • Listens attentively and empathetically to callers, showing understanding and compassion.
  • Assesses each caller's situation and determines the appropriate level of care and support required.
  • Provides crisis intervention and suicide prevention strategies, using active listening and effective communication skills.
  • Completes follow-up calls as appropriate following all 988 policies and procedures.
  • Collaborates with SpectraCare’s team of professionals to ensure callers receive the necessary resources and referrals.
  • Documents all interactions and maintains accurate and confidential records of each call.
  • Stays updated on mental health resources and community services to provide accurate information and referrals to callers.
  • Participates in ongoing training(s) and professional development opportunities to enhance crisis intervention skills.
  • Maintains a calm and composed demeanor during high-stress situations, while prioritizing the safety and well-being of callers.
• Supervision and Consultation
  • Seeks supervision and consultation as needed for Access to Care.
  • If working 988 Lifeline, will also seek supervision and consultation as described in 988 policies and procedures and at any other time necessary.
  • Accepts and employs suggestions for improvement.
  • Actively works to enhance skills.
• Record Keeping
  • Documents in an accurate and timely manner with minimal errors.
  • Documentation should be in compliance with applicable standards to include but not limited to SpectraCare Policies and Procedures.
  • Documents appropriate, complete, and comprehensive SpectraCare Access to Care assessments.
  • Documents in a clear and concise manner. Documents legibly.
• Courteous and respectful attitudes towards consumers, visitors, and co-workers.
  • Treats consumers with care, dignity, and compassion.
  • Respects consumer’s privacy and confidentiality.
  • Is pleasant and cooperative with others.
  • Affords assistance to consumers and visitors as needed.
• Essential Qualifications/Knowledge/Skills/Abilities
  • Administrative ability, consistent with qualifications below, requiring minimal supervision and direction.
  • Knowledge of psychiatric disorders.
  • Basic knowledge of the nature of addiction.
  • Knowledge of crisis intervention.
  • Knowledge of community resources and other resources.
  • Working knowledge of cultural diversity.
  • Ability to use and understand electronic medical records, insurance/ billing websites.
  • Ability to interpret and understand Medicare, Medicaid and other third party requirements.
• Required Qualifications/Education/Experience
  • Bachelor’s degree in psychology, social work, counseling, or a related field.
  • Excellent communication and active listening skills.
  • Strong empathy and ability to provide non-judgmental support.
  • Ability to remain calm and focused under pressure.
  • Ability to work in a team environment and collaborate effectively.
  • Proficient in computer skills and ability to document calls accurately.
  • Willingness to work in shifts, including evenings, weekends, and holidays.
  • Must pass a background check and complete required training.
• PREFERRED QUALIFICATIONS/EDUCATION/EXPERIENCE
  • Previous experience in crisis intervention, counseling, or a related field is highly desired.
  • Knowledge of mental health issues, suicide prevention strategies, and community resources.
  • Prior experience in working with electronic health records (EHR) systems.