High Acuity Operations Coordinator
About the position
Responsibilities
- Proficiently answers inbound crisis calls during a defined day-time shift, and dispatches crisis clinicians to community-based settings when appropriate.
- Demonstrated ability to support high acuity clients over the phone and in person with a calm, supportive demeanor while connecting the client to the appropriate level of clinical support.
- Communicates professionally and maintains appropriate boundaries with first responders, community members, patients, providers, and other stakeholders.
- Resolves all non-clinical questions within their scope of knowledge while providing excellent customer service.
- Collaborates with on-call High Acuity program clinicians to ensure staff are supported while on the scene of a crisis.
- Assists with calling for additional support as needed.
- Performs daily chart audits in the VHBH electronic health record to ensure High Acuity patient follow-up appointments are scheduled and completed.
- Performs daily monitoring of Rocky Mountain Health Plan's Dispatch portal to ensure clinical encounters are documented correctly in the portal and issues are addressed within 24 hours.
- Ensures VHBH crisis response meets the state requirements of paired response for each dispatch.
- Collaborates with the High Acuity leader to identify and escalate crisis clinician performance issues.
- Attends all High Acuity team meetings to address operational issues.
- Prepares and submits data reports to the Behavioral Health Administration (BHA), Rocky Mountain Health Plans (RMHP), and other regulatory organizations for High Acuity programs per state requirements.
- Attends monthly meetings with Rocky Mountain Health Plans as the state's designated Behavioral Health Administrative Service Organizations (BHASO) for Western Colorado.
- Works with the VHBH IT/Data team and VHBH clinical leadership team to create routine and ad hoc data reports for outpatient and inpatient behavioral health services.
- Runs metric reports specific to the High Acuity program to assist leadership in monitoring team productivity and performance.
- Assists with documentation audits for High Acuity services using a variety of computer-based systems.
- Serves as subject matter expert for RingCentral, the crisis hotline electronic platform.
- Responsible for assigning on-call clinicians in the system for day and night shifts, making adjustments based on clinician availability, to ensure there are no gaps in 24/7/365 crisis call response.
- Runs reports and queries for High Acuity call volumes and call sources on a routine basis to inform both program decisions and community partners of program operations.
- Provides back up support for VHBH outpatient and inpatient front-desk teams for patient scheduling, registration, and insurance verification per the documented work flows.
- Models the principles of a Just Culture and Organizational Values.
- Performs other duties as assigned. Must be HIPAA compliant.
Requirements
- Three years of experience in behavioral health or healthcare, with previous crisis hotline experience preferred.
- Experience with fast moving and high acuity situations highly preferred.
- Knowledge of community crisis resources preferred.
- Must have working knowledge of the English language, including reading, writing, and speaking English.
- Course work or experience with Medical Terminology, preferred.
Benefits
- Competitive wages
- Parental leave (4 weeks paid)
- Housing programs
- Childcare reimbursement
- Comprehensive Health Benefits: Medical, Dental, Vision
- Tuition Assistance
- Existing Student Loan Repayment
- Specialty Certification Reimbursement
- Annual Supplemental Educational Funds
- Paid Time Off: Up to five weeks in your first year of employment and continues to grow each year.
- 403(b) Retirement plan with immediate matching
- Life insurance
- Short and long-term disability
- Up to $1,000 annual wellbeing reimbursement
- Recreation discounts
- Pet insurance
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