February 8, 2023

Position: Call Center Clinician

Category: Non-Exempt

Location: Remote – Must live in North Carolina

Salary Range: $47,493 - $65,470

Closing Date: Until Filled

Position Description: The Member Call Center is one of the key components of the Managed Care Entity. The Unit is responsible for facilitating access to all supportive, clinical and informational services for members, stakeholder, family members and the public, within the Eastpointe catchment area. The Call Center Clinician is responsible for facilitating the delivery of behavioral healthcare services to individuals within the MCO’s catchment area and functions as the first point of clinical contact. Triage, screening, referral and initial authorization of services are all conducted by the Call Center Clinician. Emergency services – including referrals or connections for in-patient hospitalization are also delivered.

Responsibilities

Triage / Screening / Referral / Initial Authorization - Triage (primarily telephonic) is done in order to determine intensity of need (acuity). Screenings are conducted on a planned or emergency basis and serve to further assess and serve to further assess the individual’s need(s). Clinical and financial eligibility, as well as, member’s choice contribute to the clinician’s referral to an appropriate provider. Initial authorization of service(s) may be given after screening. Recognize a quality of care concern and submit referrals for complexity of care, health and safety, or incorrect clinical requests when identified. Complete referrals to care coordination if deemed to be a special population, recent crisis, hospitalizations to ensure continuity of care. Provide oversight and weekend on call to address any issues that may require immediate attention and process regional referral authorizations. Process and enter reports from delegated vendor and provide additional assistance or follow up as needed.

Documentation / Records / Data - Clinical and administrative documentation of all triage, screening, referral and authorization activities are completed and updated by the clinician. Records and data related to these functions are maintained by the clinician for the purpose of internal use, as well as, external monitoring Call Center Clinician will review STR and Authorization documentation and reports daily to ensure data entry is correct. This position assist with Appointment Follow-up information received from provider agencies.

Crisis Stabilization and/or Intervention - Stabilization may occur via brief, crisis-oriented counseling with focus on current issues and immediate planning. Emergency services including assessment of suicide risk and dangerousness to others, as well as, implementation of appropriate and necessary intervention. (Involuntary commitment or voluntary referral to in-patient hospital or detox facility). This position will review and process regional referral/Crisis Diversion requests and provided authorization for bed days. Employee may also assist area hospitals the location of available beds and completion of the regional referral when necessary.

Communication and Consultation - Communication with LME/MCO staff, service providers, members, families, and all external agencies and regulatory entities is conducted as needed. The call center clinician will be available for consultation and will participate in local, state-wide or other relevant collaborations as requested by supervisors or by licensure/certification boards to ensure on-going education and best practice standards.

Education/Experience/Licensure: Position requires Master’s degree in a human service field and current full licensure as a LCSW, LCMHC, LPA, RN or LMFT and a minimum of four years of direct care experience within the MH/DD/SAS system and/or behavioral health care system or a Master's degree in psychiatric nursing which provides the knowledge, skills, and abilities needed to perform this work; or an Associate’s degree in nursing and two years of experience in psychiatric nursing which provides the knowledge, skills, and abilities needed to perform the work.

Excellent Benefit Package to Include:

• Employer paid Health, Dental, Life and Long Term Disability Insurance
• NC Local Government Retirement
• NC 401K with 4% employer match
• 13 paid holidays per year
• Monthly sick and vacation accruals