Clinical Support Staff per diem

Job Summary: Job Summary: Under the direction of the Sr. Director of Clinical Assessment and Access - the Clinical Support Specialists (CSS) perform a wide range of data collection and coordination of referrals received from all referral sources. The primary responsibility is for the efficient and effective processing of referrals, communication with referral entities, and coordination and support of the Admission Nurses and Admissions Department Leadership. The Clinical Support Specialists receive referrals and assist in all phases of the referral process including data gathering for entry into the computer system, ensuring the information received from the referral source is complete and accurate, and appropriate hand off to various Admissions Clinical, Leadership, and Support team members. Utilizing the Call Intake functionality within the HCIS system, the Clinical Support Specialists enter and ensure all required information is appropriately documented so that physicians, nursing, social workers, nurse supervisors, and various other clinical team members have everything they need for easy and accurate referral management. The CSS is an ambassador for the Retreat and exemplifies excellence in customer service to all patients, families, referral sources, and internal staff. 

QUALIFICATIONS:

1. Associate Degree or above in a related health care field is preferred. High School diploma or equivalent (GED) is  required. Strong and relevant customer service backgrounds will also be considered. 

2. A minimum of three (3) years previous admission/registration/referral management experience in a large, complex  psychiatric, acute care, or multi-physician group healthcare setting preferred. 

3. A minimum of two years’ experience working in a behavioral health environment preferred. 

4. A strong, out-going, empathic presentation with the ability to obtain sensitive information from patient’s in crisis  is an absolute must.

Core Competencies

The Clinical Support Specialists (CSS) receive and processes all referrals for treatment to the Retreat and perform the duties to  appropriately document and route the information. The Clinical Support Specialist is a first line screener of referrals – identifying  treatment needs and potential medical concerns, clarifying dispositions, screening for clinical appropriateness and presenting cases to  Admission Nurse.

The CSS answers calls and other referral sources and gathers demographic and insurance data via fax, phone, and enters the  information into the Netsmart/Avatar Call Intake functionality appropriately and accurately.

Responsible to appropriately transition referral fax’s, calls, to the Admission Nurses for diagnostic screening and acceptance for  Inpatient Admission.

Responsible to call hospitals and other referral sources to facilitate referrals and provide customer service for those sources who need  to place patients.

Responsible for coordinating transportation services with Rescue Inc to ensure timely arrivals. Responsible also for maintaining data  regarding usage of this program.

Responsible to review involuntary patient’s paperwork, ensure that it is in order, interface with pertinent State agencies to foster  collaboration, report admissions of involuntary patients to the Legal Department, relevant Retreat staff and other personnel as required. 

Responsible to perform census management related tasks as requested by Sr. Director including verifying the Hospital Census  nightly and updating Vermont Department of Mental Health Bed Boards three times a day.

Acts as a liaison to various departments within the hospital where appropriate– connecting family members and treatment providers,  colleagues and other external stakeholders with the right individuals to ensure an efficient workflow and facilitate collaboration  around patient care.

Provide patient and/or referral sources with accurate information about the Brattleboro Retreat’s programs and the overall  admissions process utilizing the provided Program List. Able to effectively respond to individuals who may call in crisis and engage  internal support systems appropriately.

Provide referral information to patients and/or referral sources when appropriate. Is a knowledgeable, supportive and professional resource for families and individuals who request guidance around mental health services.

Knowledgeable regarding the procedure to follow for admissions of minors when no legal guardian is present. 

The CSS team are responsible to collaborate and communicate with Patient Access Services Representative to transition from a  referral to a pre-admit and/or admit ensuring appropriate hand off and timely processing of the admissions either inpatient,  ambulatory or clinic.

Demonstrates initiative, and the ability to work with others. Displays professional judgment that employs critical thinking. 

Maintains a customer service focused presentation in all of his/her interactions with all outside individuals.

Demonstrates commitment to the Brattleboro Retreat’s compliance and integrity program with no violations of policy regulation or  statute. Work reflects integration of the Brattleboro Retreat’s core values. Attends required compliance trainings and updates.

Maintains confidentiality of all patient information and has an up to date working knowledge of all HIPPA regulations.

Provides notification of admission to the patient’s primary care Physician, and referral source