Job Detail

POSITION TITLE: Intake Counselor- Call Center

REPORTS TO (TITLE): Regional Director of Intake

EMPLOYEE PAY STATUS: Non-Exempt

DESCRIPTION OF POSITION:

To assess the needs of prospective patients and phone callers and ensure their referral to the service or resource to best address those needs.

KEY RESPONSIBILITIES:

• Responds to telephone inquiries from persons seeking mental health care or information about mental health-related services.
• Through a systematic process of interaction with patients, the patient's significant others, and the appropriate health care providers, collects and analyzes data regarding the patient's physical, psychosocial, environmental, self-care, educational, spiritual, cultural and anticipated discharge needs; determines patient's alcohol or drug toxicity; identifies signs of withdrawal; conducts screenings or assessments to determine needs of treatment.
• The care and treatment of the patient are rendered in a competent manner and are based on current chemical dependency and psychiatric nursing/clinical knowledge and standards; care is evaluated against the goals and plan of care and is revised as needed and appropriate to the patient.
• Facilitates the patient's access to the appropriate level of care and setting.
• Establishes and maintains effective working relationships with patient services counselors and coordinators, intake department, physicians and health professional affiliates, healthcare facilities, and nursing staff.
• Demonstrates good skills in assessing client's crisis and clinical indicators via phone and in-person and documenting such on a call sheet and scheduling assessment as clinically appropriate.
• Prepares written report of assessment results in a timely manner (immediately following completed assessment) and includes recommendations for the level of care and treatment needs.
• Makes appropriate interventions during assessments, and crisis situations with clients, family/friends and other professional staff.
• Assesses need for involuntary hospitalization evaluation and contacts county crisis team, law enforcement and others.
• Enters the data of calls and assessments in the computer system in a timely manner.
• Assists clients who are not admitted into a program with follow-through of clinical referrals and recommendations.
• Provides pertinent clinical information to physician and program staff who will be reviewing the patient to ensure a smooth transition for the patient.
• Distributes documentation of admissions to the Business Office, Admitting Unit and the Utilization Review Department.
• Maintains knowledge of the developmental tasks and sociological theories of pertinent age groups.
• Maintains knowledge of legal guidelines pertaining to EMTALA/COBRA and abuse/neglect reporting.
• Communicates with managed care organizations to obtain insurance benefits and pre-authorizations in a timely manner.
• Stays abreast of organization's programs and services.

Minimum Requirements:

Education and Licensing:

· Bachelor’s/Master’s degree in a related field or

· Current state of California RN license, or

· LVN, or

· CADC/CATC, or

· LMFT/AMFT/MFTi, or

· LCSW/ACSW

Knowledge and Experience:

• 6 months experience in an acute psychiatric and/or substance use disorder setting (preferred)
• 6 months experience in admissions or intake (preferred)
• Familiarity with continuum of care and clinical terminology
• Knowledge of DSM V diagnostic criteria
• Current CPR certification within thirty (30) days of hire
• Current CPI certification (or within 30 days of hire)

Skills and Abilities:

• Maintains confidentiality of patients at all times
• Knowledge and skills in phlebotomy (preferred)
• Knowledgeable of patient rights and laws pertaining to mental health
• Assessment and intervention skills
• Persuasive manner and skills in overcoming denial and resistance to treatment
• Ability to concentrate on task in high traffic areas
• Ability to deal with crisis and potentially combative patients while maintaining personal and emotional equilibrium.
• Sensitivity to, and willingness to, interact with persons of various social, cultural, economic and educational backgrounds
• Proficiency with software and/or equipment (Microsoft Office applications including Outlook, Word, Excel and PowerPoint)
• Strong organizational skills with ability to prioritize projects, work relatively independently, manage multiple tasks, and meet deadlines
• Strong written and verbal communication skills
• Ability to work independently and as part of a team
• Good judgment, problem solving and decision-making skills
• Demonstrated commitment to working collaboratively as well as possessing the skills to lead, influence, and motivate others
• Ability to work in a fast-paced, expanding organization

Physical Requirements:

While performing the duties of this job, this position is frequently required to do the following:

• Use standard office equipment and access, input, and retrieve information from a computer. Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time.
• Communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population.
• Give and follow verbal and written instructions with attention to detail and accuracy.
• Perform complex mental functions and basic arithmetic functions; interpret complex laws, regulations, and policies; collect, interpret, and/or analyze complex data and information.
• Vision: see details of objects at close range.
• Coordinate multiple tasks simultaneously.
• Reach forward, up, down, and to the side.
• Ability to stoop, lift, finger (pick, pinch or type and grasp)
• Sit or stand for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day.
• Lift up to twenty (25) pounds.

Job Type: Full-time

Pay: $27.15 - $37.85 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Medical Specialty:

• Psychiatry

Schedule:

• 12 hour shift
• Night shift
• Weekends as needed

Work Location: In person