Patient Support Lead

About the Role

Lead Patient Support Associates (PSAs) act as the point of contact between the clinical treatment team for each program and the PSA staff, ensuring clear communication around patient care. Lead PSAs carry out the duties of the PSA position as needed but also serve as mentors and leaders within the department. They provide Recovery Coach services to patients, relay follow-up clinical information to the treatment team, and assist the PSA Supervisor and PSA Coordinator with training, mentorship, and competency assurance. Lead PSAs operate as the point of contact during assigned weekends and may provide patient transportation when clinically appropriate.

Responsibilities

Leadership

• Assists PSA management in the development and implementation of on-going PSA training
• Provides additional training and support to newly hired PSA staff
• Represents the PSA staff within each clinical program
• Participates in Interdisciplinary Team Huddles for each clinical program
• Acts as the primary point of contact between department heads/staff and the PSA team to ensure patient and program needs are met
• Assists in leading responses to emergency situations to ensure patient safety
• Coordinates patient and program needs with Weekend Program Manager on weekends
• Acts as liaison for patient events/needs on weekends and in the event of PSA management absence(s)

Documentation/Communication

• Ensures PSA staff follows proper procedures for taking accurate attendance at scheduled activities
• Documents and communicates behavioral concerns to the patient’s assigned program treatment team
• Actively participates in treatment/behavioral interventions as a representative of the PSA department
• Proficient in documenting incident reports and assists in training PSA staff to utilize RL6 reporting software
• Proficiently documents PSA notes
• Documents group notes following facilitation of clinical programming

Intake

• Excels in carrying out procedures for safely searching new patient luggage
• Proficient in following the “Items to be Held” policy and ensures PSA competency
• Proficient in completing and training staff in logging confiscated items into the Personal Effects Form in TIER
• Dons appropriate PPE during luggage searches
• Facilitates “Welcome Tours” for new admissions
• Proficient in completing and training new admission orientation and signing of proper consent forms in TIER
• Reviews the Patient Handbook and develops competency in answering questions regarding its content

Recovery Coaching

• Ensures PSA staff are proficient in internalizing and enforcing behavioral expectations of the patient community as outlined in the Patient Handbook
• Acts as the model for addressing behavioral issues in a professional, compassionate manner
• Provides Recovery Coach support to patients when clinically appropriate and/or requested by the treatment team
• Documents Recovery Coach sessions in the patient’s chart
• Provides on-going follow-up Recovery Coach sessions to individual patients as assigned
• Participates in any ACA/AMA blocks within each program as assigned
• Operates as the point of contact for patients within their designated clinical program for Support Services needs
• Documents and reports on behavioral concerns and observations in the Change of Shift report in objective, clinical language
• Collaborates with Behavioral Health Tech to address and report on any behavioral, psychiatric, and/or suicidal patient information to medical and clinical team

Clinical Programming

• Internalizes clinical goals and structure of each program (Primary, PRP, Relapse, EA)
• Develops, implements, and facilitates scheduled community topic groups, mutual support groups, and discussion groups
• Co-facilitates programming with counseling or other staff as needed
• Proficient in operating A/V equipment in all lecture halls
• Participates in PSA and clinical Strategic Planning sessions
• Develops and provides proposals for additions/revisions to the patient program

Safety and Security

• Responds to emergency and crisis events
• Practices and trains PSA staff on proper radio etiquette
• Takes lead on taking patient attendance during emergency drills
• Internalizes the department’s role during Code Red, Code Blue, Dr. Armstrong, Active Shooter, Code White, and/or any other emergency
• Safely utilizes golf carts for patient transport
• Follows Standard Operating Procedures of the department as outlined in the PSA Manual
• Participates in monthly clinical in-services and any additional clinical trainings/educational sessions as outlined in the PSS Training Program

Additional Responsibilities

• Models and reinforces Ashley’s mission and core values
• Performs other duties on an as-needed basis
• Reinforces Ashley’s commitment to diversity, equity, and inclusion
• Protects the privacy of patients' protected health information by maintaining compliance with HIPAA and other relevant Ashley-related IT security regulations

Requirements

• High School diploma or GED required; College degree preferred
• Valid driver’s license required
• CPR/BLS certification required
• 1 year experience as a PSA required; 2-3 years’ experience preferred
• Demonstrates leadership qualities within the department through knowledge of the program, resource-brokering, mentorship of new employees, and critical thinking skills
• Prior experience working in SUD or behavioral health setting required
• Recovery Coach Academy (CCAR) certification required
• CPRS certification preferred
• CPI (Crisis Prevention Intervention) certification or equivalent required

Skills

• Maintains calm within the patient community during any emergency or drill
• Working knowledge and acceptance of multiple pathways to recovery (12-step, Peer Recovery, SMART, etc.)
• Demonstrates current, accurate knowledge of trends and issues related to recovery and wellness
• Sets clear boundaries with patients
• Speaks and acts in an ethical manner
• Excellent customer service skills
• Knowledge of SUD treatment language and documentation expectations