The Program Specialist will work within the Access, BHUC and CSS teams to provide a variety of tasks including monitoring and coordinating appropriate and timely management of all routine, urgent, and emergency service requests, managing BHUC, Access and Crisis Stabilization Services schedules and other high-level support to the HCI leadership and teams. The team member will serve in a capacity to actively manage the CMH front door and facilitate consumers with the appropriate pathways for screening, assessment, and service access. The team member will also help coordinate and streamline the Alternative Treatment Order process across the agency. The Specialist serves as a key agency contact with community referral sources and other stakeholders, facilitating excellent communication with them and ensuring important community relationships are maintained and strengthened. The team member will also support with running data reports and metrics to support the HCI team.
The individual in this position must also promote and ensure confidentiality for all WMCMH consumers, be able to multitask, possess proficient computer skills including multiple Microsoft products, electronic medical record and other various products as needed. The individual must possess strong team and collaboration skills, pay strong attention to detail to ensure a high level of accuracy, be self-directed, flexible, adaptable to change, solution-focused and able to exercise sound independent decision-making and judgment ? all while providing excellent internal and external customer service. The individual in this position must exhibit the ability to maintain composure when interacting with staff, consumers, and stakeholders. The employee will complete all other administrative tasks as needed in various programs and administrative areas assigned by supervisor. This position is assigned to a base primary location with the potential to travel to other sites based on consumer or agency needs.
JOB DUTIES:
- Metrics monitoring (special focus on CCBHC QBP Measures)
This task requires the coordination of a significant amount of data/reporting, attention to detail, and specific, concentrated focus/knowledge. Serves as a liaison to team members to determine how to proceed in order to stay in compliance.
Managing schedules for the team includes, but is not limited to, monitoring all communication for service questions and requests, ensuring (internal and external) needs are met promptly, assigned, and completed appropriately. This individual is responsible for scheduling the Crisis Stabilization coverage 24/7/365, coordinating coverage changes, and precise communication with CMH?s contracted on call answering service. They also will be responsible for communication on pool drafts for on-call coverage and maintaining the point system for Pool staff. Also responsible for BHUC and Access schedules to maintain coverage for all BHUC and Same Day Access hours.
Fosters internal and external relationships. Provides prompt, professional, and respectful contact instilling confidence for consumers, coworkers and community members within the HCI department and the agency overall.
Works extensively with new hires to assist in onboarding, training team and agency procedures and equipping for success in their current roles. Provides monitoring to ensure that WMCMH expectations and standards are met.
- Office Management and Support
Responsible for providing complex and responsible office support functions requiring a thorough knowledge of team procedures, goals and precedents. Serves as a resource person to the team. Aids and assists the team by maintaining team-related files and records, ensuring that documentation is complete and properly filed; ensuring that filing systems are well organized and that filing is current.
- Information Management and Coordination
Serves as recorder for the team, maintaining responsibility for the smooth flow of information pertaining to team-related activities/responsibilities. Provides clerical support to the team by preparing, assembling, and distributing informational documents, packets, and other correspondence. The specialist will also assist in coordination related to Same Day Access/Open Access.
- Project Management
Assists and supports the team in the research, analysis, implementation and monitoring of team-related programs/activities. Manages and tracks data collection/reporting information relevant to team activities.
- Communications Facilitation
Ensures a high-performance work environment that reflects the team?s values, mission and goals by effectively representing the team by phone, e-mail, in person and in written correspondence. Interacts with and interprets/attends to the requests of the team, internal staff and the general public.
