Support specialist

Position Summary :

Under the direction of the Lead Hope Line & Crisis Support Specialist, performs the primary responsibility of answering the Crisis Hope Line.

Interacts with callers, helps resolve a crisis and refers to the appropriate resource.

Provides support to the daytime and afterhours clinicians. Manages the demand for and response to crisis intervention services / prescreens.

Engages daytime and afterhours therapists and case managers to respond to patients’ needs. Seeks assistance from Manager on Call as needed to problem-solve concerns.

Renders all services within department guidelines and in compliance with rules / standards set forth by Medicaid / Medicare, HFAP, OhioMHAS, and CARF.

What You Will Do :

• Provides phone support, crisis management, and suicide prevention intervention with a goal of stabilizing the situation and avoiding the need for further intervention.
• Documentation clearly reflects that the interventions provided are tailored to the presenting problem, clinically supportive and appropriate, and focused on crisis stabilization.
• Avoids delays in response to patients’ needs by engaging afterhours case managers for assistance.
• Ensures critical information is relayed between shifts, between referral sources and afterhours clinicians, and between the afterhours and daytime systems.

This includes changes in the afterhours schedule, scheduling crisis follow up services, alerting daytime staff to critical issues and vice versa, etc.

• Documents non-client related issues in a spreadsheet to efficiently record information while reducing documentation burdens.
• Maintains positive guest relations with all individuals he or she is interacting with. Responds quickly to and attempts to resolve complaints as they occur.

Solicits supervisory assistance when complaints are not resolved and when there delays in responses to prescreens and all afterhours staff, including case managers, have been utilized.

Completes all documentation in a timely manner with the understanding that this is a critical service, and timely documentation is needed for patient care.

Performs tasks related to grants or other special projects as assigned.

• Provides supportive functions necessary to assist daytime and afterhours clinicians in arranging for inpatient placements and communicating with referral sources.
• Is able to effectively and efficiently utilize EMR and video-conferencing software as applicable to role. Utilizes work email on a daily basis keeping current with FRMC and departmental communications.

For new hires, these skills are in place by the end of the probationary period. Ensures all electronic forms of communication, that include PHI, are compliant with HIPAA and 42 CFR laws regarding confidentiality.

What You Will Need :

• Associate’s degree in behavioral health, nursing or social service related field preferred. Experience working in emergency response setting, behavioral health or medical field considered in lieu of a degree.
• Be sensitive to the cultural needs of the individual and / or family served. Ability to work in crisis situations.
• Punctual attendance at assigned work location is required.
• Successful completion of a ninety (90) day probationary period.

Last updated : 2024-05-17