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Behavioral Health Engagement Specialist
Position Summary: Provides brief telephone triage screenings to individuals requesting outpatient services, including data gathering, data entry, consulting on program and treatment options, and scheduling based on program criteria in a fast-paced centralized call center. Manages incoming internal and external referrals to outpatient programs.
Minimum Qualifications: Minimum High School diploma; prefer a Bachelor's Degree in Sociology, Psychology or similar. Strong team oriented attitude, exceptional customer service skills (internal and external), with a clear and compassionate speaking voice, superb organization, attention to detail, excellent data entry, independent worker capable of multi-tasking and adaptability to change. Ability to type a minimum of 35 wpm required.
Preferred Qualification: Bi-lingual a plus. Experience working in mental health and/or substance abuse fields a plus. Knowledge or experience with FL- Medicaid and/or Insurance a plus.
Special Skills, Knowledge and Abilities: Verbal and written communication skills. Listening skills. Problem analysis and problem solving.
Essential Functions/Job Duties:
Provides telephone brief screenings of clinical needs, and funding sources, to individuals and families requesting outpatient services, documenting in Avatar.
Monitors appointment availability to identify service access issues and notifies supervisor as well as program supervisor.
Coordinates and schedules outpatient appointments and referral services for appropriate clients with disposition appropriate based on the brief screening.
Establishes positive working relationships with other Centerstone programs and sites to ensure efficient client referral and coordination across continuums of care.
Identifies quality and service access improvement opportunities and recommends appropriate action plans to address or resolve, with clients and with staff.
Participates as a team member and contributes to the enhancement of the department.
Coordinates and provides appropriate disposition for medication related calls, including refill requests, side effects, & prior authorizations.
Assess and provide interventions for at crisis callers via phone using active listening, crisis intervention and suicide risk assessment skills
Manage reports to monitor and make re-engagement efforts to high risk populations.
Work Environment/Physical Demands: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is largely a sedentary role, sitting or standing in place for long periods.
Position Type, Expected Hours of Work and Travel: This is a full-time positions, and the expected work hours are 40 hours per week. Operation hours are Monday-Friday between the hours of 7:30am - 7:00pm. Some evening hours required, weekend hours optional when needed seasonally.