What are the responsibilities and job description for the 988 Call Center - Full Time | Monday - Friday | Day Shift position at Frontier Health?
SUMMARY:
Responsible for receiving and triaging all incoming emergency/crisis calls via 988/800 number for Region I of Frontier Health. Responsible to dispatch crisis staff for off-site evaluations and monitor response times.
EDUCATION AND EXPERIENCE:
Education: Bachelor’s degree in mental health related field preferred.
Certification: Must possess or obtain highest level of certification appropriate to degree.
Experience: Experience in emergency psychiatric and crisis intervention services preferred.
Knowledge/Skills: Verbal/written communication skills.
Ability to maintain composure in difficult situations.
Organizational skills.
EQUIPMENT:
Computer, fax, copier and any other equipment required to perform the functions of the position.
MAJOR DUTIES AND RESPONSIBILITIES:
1. Perform telephone crisis intervention/triage services to individuals experiencing psychiatric emergencies.
2. Gathers all pertinent data to make decisions of disposition based upon level of acuity and clinical need.
3. Enters demographic/clinical data into computer; forwards needed data to appropriate clinic/therapist as needed.
4. Checks electronic record for clinical record of emergency room clients seen by crisis staff and provide consultation to crisis staff and a copy of record if requested.
5. Conducts follow-up contacts as requested by crisis staff.
6. Responsible for coordination of request for off-site visits and keeping coworkers informed of crisis situations per shift transfer.
7. Calls for any transportation needed as requested by crisis staff.
8. Conducts per-certs. Reviews with managed care organization to secure authorization for services.
9. Maintains monthly schedule of crisis staff coverage.
10. Attend and participate in regularly scheduled staff meetings and inservices and individual program planning staffings as needed.
11. All other duties as assigned.
PERFORMANCE RESPONSIBILITIES:
Although each position has its own unique duties and responsibilities, the following listing applies to every employee. All employees of the organization are expected to:
1. Support the organization’s mission, vision, and values of excellence and competence, collaboration, innovation, commitment to our community, and accountability and ownership.
2. Exercise necessary cost control measures.
3. Maintain positive internal and external customer service relationships.
4. Demonstrate effective communication skills by conveying necessary information accurately, listening effectively and asking questions when clarification is needed.
5. Plan and organize work effectively and ensure its completion.
6. Demonstrate reliability by arriving to work on time and utilizing effective time management.
7. Meet all productivity requirements.
8. Demonstrate team behavior and must be willing to promote a team-oriented environment.
9. Represent the organization professionally at all times.
10. Demonstrate initiative and strive to continually improve processes and relationships.
11. Follow all Frontier Health rules, policies and procedures as well as applicable laws and standards.
