Description

Position Purpose

The Referral Service Coordinator I is often the first person many people are meeting as they begin to navigate services. This position provides meaningful customer service to ensure equitable and efficient access to services and supports in programs such as: Early Intervention, Clinical Assessments, Medicaid Waivers, State Funded Services and Mill Levy. This position has the knowledge and tools to answer questions and solve problems for stakeholders who contact RMHS. This position is often faced with a variety of problems and scenarios from people who are accessing much needed services from all different points in their life. The RSC I is knowledgeable about systems that support people who need long-term services and supports and help starts the process and develops a road map for people to get connected to what they need.

Essential Duties

• Responsible for driving the RMHS culture through values and customer service standards.
• Through motivational interviewing, assess someone’s needs and provides options counseling to each person following person-centered guidelines. Additionally, assists individuals connect with community resources
• Requires overall knowledge of all programs we offer, qualifying assessments, qualifying diagnoses and developmental milestones based on discipline needed
• Maintains a professional, customer-service focus when working with internal and external stakeholders
• Manages caseload of individuals completing the referral process for services. Additionally, may provide ongoing customer service to individuals after transfer has been completed.
• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all people in a timely manner and per regulatory standards.

• Communicates clearly and effectively with programs regarding new referrals.
• Ensures all intake data for service requests is collected, completed and communicated according to the established standard operating procedures and in compliance with all regulatory requirements.
• Works creatively to remove any barriers to obtain the necessary information – demographic, financial, clinical and other pertinent data – from the referral contact to initiate the process.
• Collaborate with external partners such as social workers, advocates, nurses to understand individual needs and facilitate process for services.
• Collaborates and communicates with external partners to ensure the understanding of the referral process and the overall service delivery system.
• Assess complex care situations and prioritize access to services, as well as provide community resources to callers to help them access services outside of RMHS.
• Provides navigation to the LTSS to help people understand services and get started with referral process.
• Documents referral and activity in internal data system or the state-operated system
• Completes activities in prescribed database systems by attaching documents, updating statuses, demographic updates to each case record and obtains signed paperwork (if needed) to ensure the efficient processing of intake data according to policies and procedures.
• Reviews and interprets submitted documentation to be able to provide the most efficient path to services and ensures we are abiding by legalities around who we are authorized to contact
• Maintains and updates databases with current data, pertinent information, and status of the referral as appropriate, recording details of the enquiry/referral, complaints and issues.
• Promotes the efficiency of intake process by answering phones and assisting callers in a professional and timely manner escalating issues to supervisor as necessary.
• Other duties as assigned.

Qualifications

Knowledge, Skills and Abilities

• Demonstrates support for RMHS’s mission, vision, and values
• Excellent customer service skills
• Basic skill in computer software programs including databases and on-line applications
• Ability to analyze information and use sound judgment, problem solve, and use critical thinking skills when making recommendations or solving problems
• Excellent written and verbal communication skills with good interpersonal skills.
• Ability to obtain training on required functions of the job.
• Strong organizational and time management skills
• Ability to maintain strict HIPPA confidentiality guidelines
• Ability to effectively manage multiple priorities.
• Ability to function as a team player and work cross departmentally.
• Ability to problem-solve and think critically when barriers arise.
• Works well with people who have diverse backgrounds.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Actively communicate with people supported, internal staff and stakeholders.
• Ability to meet/work with people supported, RMHS staff, and stakeholder in a variety of settings.
• Attends staff, team and department meetings.
• Attends in-services, staffing and other meetings with supervisor’s approval. May be appointed to committees.
• Develops and maintains records and reports.
• Maintains prompt and regular attendance.
• Performs related work as assigned.

Minimum Qualifications

• Previous experience in customer service / client experience.

• Bachelor’s degree in Human Services, health administration or related field, or 4 years’ experience in working with the disability community.

Preferred Qualifications:

• Previous experience using electronic medical records and scheduling software
• Bilingual in Spanish preferred.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

Rocky Mountain Human Services is an Equal Opportunity Employer and is committed to racial, ethnic and cultural diversity and the goals of the Americans with Disabilities Act.