General Summary
Under the direction of the Supervisor, Access Services or Engagement Team, the Access/Engagement Screener is responsible for ensuring exceptional customer service and clinical care to any community member who contacts the Access Center. This position is responsible for conducting brief screenings that determine urgent, emergent, or routine needs for individuals entering the LifeWays Access Center. The Access screener also functions as a liaison between the Access Center Evaluators, Community Health Workers, and Network Benefits staff.
Essential Functions
1. Coordinates, monitors, and completes Access Center Brief screenings, providing a timely, effective response to all individuals who walk or call into the LifeWays Access Center.
2. Completes Assessment scheduling as needed, for consumers entering services.
3. Facilitates same day Access considerations for streamlining intakes to services/supports.
4. Facilitates and/or participates in Access team meetings.
5. Facilitates collection of insurance and other financial information in coordination with Customer Service staff as needed to allow for access to care.
6. Completes accurate and clinically competent screenings with consumers and/or natural supports to determine appropriate referrals both into the LifeWays network and the community.
7. Serves in the capacity of callback queue monitor for all Access Services requests developed through initial contact at the time of the disposition.
8. For non-emergent calls, ensures a person’s time on-hold awaiting a screening does not exceed three minutes without being offered an option for callback or talking with a non-professional in the interim. All non-emergent callbacks must occur within one business day of initial contact.
9. Assures that an individual who is eligible for a Rapid Access will receive an efficient and minimally duplicative screening process.
10. Maintains regular and predictable attendance.
NOTE: The lists of essential and additional functions are not exhaustive. They may be supplemented as necessary from time to time.
Job Specifications (Knowledge, Skills, and Abilities)
- At least one year experience with Mentally Ill, Intellectually/Developmentally Disabled, and Co-occurring adults and children as well as children with Serious Emotional Disturbance, preferred.
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Experience in crisis intervention and assessment.
- Working knowledge of resources, including but not limited to: Diagnostic Criteria from the Diagnostic and Statistical Manual of Mental Disorders (DSM), Medicaid Provider Manual, LifeWays Provider Manual, Michigan Department of Health and Human Services (MDHHS), International Classification of Diseases (ICD), LifeWays Policies and Procedures, LifeWays Process Alerts, Electronic Medical Record (EMR), Physicians’ Desk Reference (PDR), and departmental processes.
- Demonstrates risk management and knowledge of practices to protect the agency through maintaining confidential records and information.
- Able to research information as needed utilizing resources including, but not limited to, Medicaid Provider Manual, LifeWays Provider Manual, MDHHS Mental Health Code, LifeWays Policies and Procedures, and LifeWays Provider Newsletter.
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Understands Policy and Procedure development process and significance in organizational compliance.
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Demonstrates excellent customer service with interpersonal, verbal, and written communication skills in a non-judgmental and friendly demeanor to all stakeholders, including the diverse populations served by LifeWays, which may include consumers who display challenging behaviors.
- Excellent time management skills in a setting with potential frequent interruptions; ability to coordinate multiple concurrent projects and perform tasks in an organized and timely manner, with attention to detail.
- Professional in appearance and demeanor, telephone, and interpersonal communications.
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Establishes and maintains professional working relationships with consumers, staff, providers, and community partners.
- Experience with basic data analytics and proficiency/intermediate to advanced knowledge of Microsoft Office Suite applications (Word, Excel, PowerPoint, Outlook, Access) and other relatable software (Power BI, etc.); and internet applications, including Electronic Medical Record. Ability to navigate LifeWays Intranet.
- Experience using office equipment, including cellular telephone; desktop VoIP telephone/voicemail; copier/fax program/scanner/printer; computer; and calculator.
- Health Insurance Portability and Accountability Act (HIPAA) and other confidentiality regulations compliance required.
- LifeWays embraces an employment environment that will be knowledgeable about and actively supports a recovery-based, person-centered, and culturally competent practices. Lived experiences with mental illness, intellectual and developmental disabilities, and/or substance use disorders are valued.
Required Education/Certification/Licensure
- Bachelor’s Degree in social work or psychology.
- Credentialing requirements for ongoing clinical privileges with LifeWays.
- Non-violent physical crisis intervention training, upon hire.
- Mental Health First Aid Training, upon hire.
Must possess a valid U.S. motor vehicle operator’s license, and successfully complete motor vehicle record check.
Preferred Education/Certification/Licensure
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Certified Alcohol & Drug Counselor
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The job description will be reviewed periodically as duties and responsibilities change with business necessity.
Required Education/Certification/Licensure
- Bachelor’s Degree in social work or psychology.
- Credentialing requirements for ongoing clinical privileges with LifeWays.
- Non-violent physical crisis intervention training, upon hire.
- Mental Health First Aid Training, upon hire.
- Must possess a valid U.S. motor vehicle operator’s license, and successfully complete motor vehicle record check.
Preferred Education/Certification/Licensure/Insurance Paneling/Credentials
- Certified Alcohol & Drug Counselor
