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Engagement Specialist

1 month ago

Watertown, United States Credo Community Center Full time

Job Type

Full-time

Description

The Engagement Specialist is the initial contact to the organization and conducts telephonic, written and face-to-face engagement services to boost program participation for individuals seeking or receiving Mental Health and/or Substance Abuse services at THRIVE Wellness and Recovery Inc. Outpatient (OP) Services. The Engagement Specialist assists patients with removing barriers to treatment, motivates patients to engage in their health and supports them throughout the process.

Hours: 40 hours per week, one Saturday shift per month and one closing shift per week.

Essential Job Functions:

  • Checking patients in/out, verifying insurance, collecting payments, scheduling, and monitoring incoming patients for health screenings as needed.
  • Establish a professional relationship with individuals seeking services at the agency or current patients receiving agency services in order to facilitate engagement in treatment and improve retention
  • Directly and actively engage, coach, motivate and support individuals via initial phone contact or through open access process to improve retention and increase potential to be successful
  • Will be first contact with patients to remove barriers and connect persons to services.
  • Prioritize patients based off risk level and engage accordingly.
  • Address situations with face-to-face contact using listening, communication and de-escalation skills with the intention of obtaining an agreeable outcome to both parties and/or diffusing difficult situations
  • Accurately sets up the clinical record to initiate services including demographics, insurance, billing and basic health information
  • Conduct clerical duties , answering phone calls and faxorders from referral/external sources and dispatches to the programs and/or staff.
  • Welcome and check in patients while assessing their needs to ensure quality care and route situations accordingly
  • Responsible for maintaining a professional environment in waiting areas by recognizing and addressing situations that need one-on-one attention
  • Exercise problem-solving and best practices within provider schedules
  • Maintain clinical documentation upholding all 42 CFR/HIPAA regulations and confidentiality protocols to record each interaction with every patient served
  • Attend staff meetings, in-service and conference/trainings as assigned
  • Must maintain a positive and respectful attitude, be able to maintain sharp focus, be extremely organized and do what it takes to assure objectives are met on time
  • Convey information inter/intra agency; communicates with team regarding changes and conflicts
  • Work with supervisor to participate in cross training with other staff


Note: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties and responsibilities required of personnel so classified.

Requirements

One (1) year of job-related experience providing medical, mental health or substance abuse-focused services to individuals with chronic medical conditions and/or severe and persistent mental illness OR one (1) year of medical office experience OR Associates degree in Human Services or closely related field preferred

And

Ability to engage and facilitate the positive involvement of individuals in services

And

Ability to handle stress and drive resolution using sound business judgment when confronted with patient complaints and problems as they arise

And

Ability to multitask and problem solve with excellent communication, interpersonal, organizational, writing and computer skills

And

Demonstrated ability to provide friendly, courteous and helpful service

And

Support a Person Centered Approach to Care

Other Job Requirements: Must maintain a valid Drivers License, as specified in the personnel policies. Must maintain all laws and policies concerning confidentiality, security, and client rights as specified in the employee handbook and 42 CFR Part 2 and HIPAA. Must maintain current certifications and/or trainings as specified by state law and agency regulations as is required to maintain social work licensing in New York State.

Salary Description

$15 - $16/hr