Job Objective: The Intake Coordinator is responsible for conducting initial assessments for behavioral health referrals, work with referral coordinator and care navigator to round out the BH referral team. With the goal of providing an initial diagnosis to triage BH referrals to be placed with an appropriate provider.
Responsibilities and Essential Duties:
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Conducts initial assessments for behavioral health referrals from physicians, and other sources using the workflow established by the behavioral health management team in accordance with CCWV policies.
- Assist referral specialist and care navigator with initial contact of referrals as necessary.
- In coordination with the referral specialist and care navigator, maintains BH services waitlist.
- Cross train with referral specialist and care navigator to fill in as needed.
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Comply with all departmental policies and procedures. Participate in departmental and company in-services as appropriate.
- Perform other duties as assigned by the COO within the skill set of the individual.
Patient Satisfaction:
- Assist patients, family members, or other clients with concern and empathy; respect their confidentiality and privacy; and communicate with them in a courteous and respectful manner.
- Answer and refer telephone calls or other inquires to ensure accurate and timely communications are facilitated.
- Identify yourself in a pleasant and positive manner.
- Take responsibility for helping the caller.
Teamwork:
- Assist in the orientation/training of new Team Members.
- Consistently work in a positive and cooperative manner with fellow Team Members.
- Assist other Team Members in the performance of their assignments.
- Seek out opportunities to help rather than waiting to be asked.
- Consider the impact of your actions on Team Members throughout the Organization.
- Recognize the need for variations in staffing and volunteer to fill open shifts when possible.
- Take direction and initiate actions (cross/additional training) that will allow the assumption of cross-functional duties to ensure seamless patient care.
- Demonstrate flexibility to perform duties wherever volume deems it necessary within the organization.
Problem Solving:
- Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.
- Investigate and follow through on unusual orders or requests for service or information.
- Follow proper reporting procedures for actual or potential accidents and/or incidents so follow-up and/or prevention can occur.
- Record/report the need for service maintenance or repair of equipment and remove any faulty equipment from service.
- Consistently evaluate work and determine if further steps are needed to meet patient expectations.
- Take the initiative to do or redo inadequate or incomplete work, even if it is not yours.
- Ensure compliance with regulatory standards.
Productivity/ Efficiency:
- Consistently demonstrate the ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
- Minimize non-productive time and fill slow periods with activities that will enable you to prepare to meet the organization's future needs (education, organizing, housekeeping, assisting others).
- Organize job functions and work areas to be able to complete varied assignments within established time frames effectively.
- Consistently demonstrate the ability to take the initiative to make decisions/choices without direct supervision.
Adherence to Departmental Policies:
- Demonstrate knowledge and understanding of all policies and procedures and the ability to reference them from appropriate books and manuals.
- Comply with the CCWV's infection control policies and procedures, including Bloodborne Pathogen Exposure Plan, which reflects OSHA Bloodborne Pathogens Standard to ensure a safe working environment for self and others.
Paid Time Off (PTO)
Paid Holidays
Extended Sick Pay (ESP)
Medical Health Insurance and Prescription Coverage
Basic Life Insurance for Employee and Family
Short-Term Disability
Long-Term Disability
401(k) Voluntary Contribution Plan
Health Reimbursement Account
Employee Elected Voluntary Coverage for Employee and Family
Life Insurance, Dental, Vision, Flexible Spending Account, Dependent Spending Account
Discounted undergraduate & graduate rates at West Virginia Wesleyan College for employee and family
Physical Demands/Work Environment:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Work is performed in a medical office setting, business casual dress environment.
- Working extended hours, weekends and evenings are required.
- A worksite may change based on operational needs.
- Extended periods of sitting, telephone work, and computer work, as well as interactions with other staff members. Some of the physical activities performed by MSR's are: sitting for extended periods of time with a headset on while monitoring a computer screen; typing information into the computer using a keyboard; coordinating eye/hand movements while handling calls for the efficient use of console and computer; speaking calmly and clearly in order to elicit information and give instructions to a continuous flow of callers under stress; listening carefully to understand information clearly; making responsible judgments where timing is critical; and sitting within hearing distance of other call takers working under similar conditions.
- The noise level in the work environment is usually moderate.
- Incumbents will be exposed to viruses, disease, and infection from patients and specimens in the working environment.
- Incumbents may experience traumatic situations, including psychiatric, dismembered, and deceased patients.
Qualifications/Requirements/Skills:
- Exceptional oral, written communication, organizational skills.
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Strong listening, critical thinking, decision making, telephone, customer service, and problem-solving skills.
- Ability to work collectively with the clinical team.
- Ability to work with minimum supervision.
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Able to demonstrate customer service and proper telephone etiquette.
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Intermediate experience with Windows and MS Office applications.
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Ability to prioritize call types.
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Ability to function well in a culturally sensitive manner within CCWV's philosophy and mission.
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Passionate about providing high-quality care to low-income, under-served residents and those lacking access to health care.
Education/Training/Experience:
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Demonstrated ability to interact effectively and courteously with patients, physicians, providers, payors and co-workers.
- Strong analytical, organizational and time management skills, able to work with little supervision while handling numerous projects at once.
- Computer literature and familiar with medical terminology.
- Masters Degree in Counseling or Social Work required.
- Minimum two years’ experience providing therapy in an outpatient setting.
- Licensed independent therapist (LICSW, LPC or equivalent Psychologist)
