Parkview Behavioral Health Institute Crisis Call Coordinator

Company: Parkview Health
Location: Fort Wayne
Posted on: January 27, 2023

Job Description:

Wondering what it's like to work in our call center?See Brittany's story.Resumes appreciated with application.SummaryCrisis call services offer real-time access to a live person every moment of every day (24/7/365) for individuals in crisis. Responsible for expert knowledge of telephonic crisis intervention services, assessing risk of suicide that meets National Suicide Prevention Lifeline (NSPL) standards and danger to others, and high-quality real-time coordination of crisis care based on triage and disposition.Responsible for assisting Specialists with telephone inquiries for safe, efficient, and timely triage of callers to assure that patients presenting with psychiatric/substance use are directed to the appropriate level of care.Responsible for expert knowledge in departmental processes and procedures. Assumes responsibility for training new staff and new procedures.Works directly with leadership to ensure effective and efficient departmental operations.Audits and leads the team in standard work and process improvement.Acts as a resource for staff questions and assists in staff development and the coordination of workflows.Serves as a liaison between other teams and departments.Responsible for the delivery of quality performance and service excellence, and adheres to the PH Standards of Behavior.Working hours are varied to support and exceed customer service initiatives.EducationHigh School diploma or GED completion. Bachelor's degree in a human services field, preferred.Licensure/CertificationEssentials of Aggression Management (EoAM) required upon hire or within 3 months of hire. QPR (Question, Persuade, and Refer) required upon hire or within 3 months of hire.ExperienceMinimum of two years' experience in a health care, mental health, substance use, or human services field.Psychiatric hospital, crisis response, and skills coaching preferred.Must demonstrate experience with intake registration and scheduling operations which include benefit verification, authorizations, obtaining demographic information, triaging incoming phone call inquires.Experience with the Microsoft Office suite and using an EMR preferred.Other QualificationsMust be available to work flexible hours and days of the week including evenings, weekends and holidays.Must pass a DCS background check. Must have excellent verbal and written communication skills.Must demonstrate the ability to train others.Must have the ability to work independently and efficiently manage multiple tasks.Must demonstrate analytical skills necessary to research, evaluate, and identify problem areas.Must demonstrate organizational skills necessary to lead several complex issues concurrently.Knowledge of workflow and process improvement focused on referrals and patient navigation.Must show competency with Federal and State regulations.Location: Parkview Health PBH IntakeSchedule: Full Time Benefit Eligible, Evenings, Monday-Friday, 2nd Shift

Keywords: Parkview Health, Fort Wayne , Parkview Behavioral Health Institute Crisis Call Coordinator, Healthcare , Fort Wayne, Indiana