Work Location: Remote - Must live in Arizona
Positions are full-time with opportunities for shift differential based on 1st, 2nd, or 3rd shift schedules.
The Job/What You'll Do:
The Crisis Specialist I is responsible for receiving, responding to, and triaging crisis and healthcare requests. Screens and triages incoming requests, completes an assessment and intervention, ensures safety, coordinates care, and documents the interaction in an electronic health record (EHR). Promotes and maintains an organizational culture that is focused on Solari's core values. This is realized by demonstrating the following outcomes: safety, recovery and resiliency, engagement, crisis assessment and intervention, hope, efficiency, quality, accuracy, and service excellence.
Responsibilities:
- Respond to incoming contacts and requests for crisis and healthcare services across all contracts within the scope of employee work; completes outbound calls, emails, text or chat to effectively coordinate care and resolve crisis situations; operates with accuracy, compassion, and efficiency.
- Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
- Screen and triage incoming crisis requests, resulting in safety and crisis resolution; effectively use the risk assessment tool to guide crisis intervention based on acuity and risk.
- Utilize knowledge of healthcare industry standards and clinical assessment and intervention skills, resulting in crisis or contact resolution.
- Provide health education and community resources based on the intervention provided.
- Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure at Solari for of new contracts, suicide intervention and prevention, the behavioral health and medical healthcare systems, Medicaid or Medicare managed care, mental health and diagnostics, community resources, effective communication, active listening, speech analytics, contact center industry standards, and recovery and resiliency practices.
- Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record in accordance with policies, procedures, and industry or organizational standards of practice.
- Adhere to call center policy and procedures.
- Other duties as assigned.
Knowledge, Skills, Abilities:
- Critical thinking and effective decision-making for managing high-acuity crisis requests, and decision-making skills that facilitate safety and crisis resolution.
- Demonstrates clear/concise/logical verbal and written business communication.
- Plans effectively and adjusts effectively to new processes.
- Builds and maintains collaborative relationships.
- Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice; this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources;
- Demonstrates knowledge of the Medicaid behavioral health adult and children's systems in states where Solari has crisis contracts (e.g. Arizona);
- Demonstrates concurrent management of multiple tasks and deadlines.
Education & Experience:
- Minimum GED/High School diploma AND four (4) years of full-time behavioral health work experience required
- Or a comparable combination of education/experience and/or training will be considered equivalent to the education (Master's degree / Bachelor's degree + 1 year BH experience / Associate degree + 2 years BH experience)
- Behavioral health professionals preferred
- Contact/Call Center experience, preferred
Work Location: Remote - Must live in Arizona
Wireless (Wi-Fi) connection is not permitted for this position; you must be connected to your home internet modem/router with Ethernet cabling (Cat5e or better - this can be provided to staff as needed)
Working Conditions:
While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak. Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency. https://speed.cloudflare.com/
Who We Are & What We Offer:
Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Colorado. Our mission is to Inspire Hope through our talented and compassionate staff.
Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.
- Friendly work environment
- Generous paid time off (PTO)
- Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
- Competitive compensation
- Convenient office locations and Hybrid Schedule
- On-site fitness room free to all employees (Tempe Office)
- Basic Life Insurance
- Voluntary Life, Spouse, Child Insurance
- Critical Illness w/free dependents
- Critical Illness Spouse
- Short Term & Long Term Disability- Starts first of the month after 90 days of employment
- 401K & 401K Roth - Starts first of the month after 90 days of employment
- United Pet Care
- LifeLock for identity theft
- LYRA EAP Program- 25 free sessions for mental health per family member
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.
We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.
