Social Work Triage Coordinator IV

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening

Worker Subtype:

Regular

Time Type

Full time

Scheduled Weekly Hours

40

Department

500181 Social Work-Patient & Fam Svcs

Work Shift

UR - Day (United States of America)

Range

UR URCA 205 H

Compensation Range

$19.91 - $26.88

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities

GENERAL PURPOSE:

Provides support and connection to department and community resources to address a variety of patient needs based on social determinants of health challenges. Responsible for assessing and triaging all walk-in patients, families and visitors, phone calls to the department, service requests, and distribution of patient resources.

Essential Functions

• Performs functions associated with client information processing for the Social Work programs, with an understanding of the social determinants of health, mental health, trauma, and the unique needs clients and their support person may present with. Responds to patients’ questions, assesses the patient/support person needs, and triages to the appropriate Licensed Social Work staff. Answers phone calls in a timely and courteous manner, understanding the social crisis and distress this can cause the patients and their supports. Interacts in a respectful and calm manner. Provides information to patients to minimize the need to redirect the telephone call, forwards calls, pages providers, and takes messages. Through verbal assessment and in-person observation, conducts assessment of the individual circumstances to ensure any risks are identified and escalated to licensed social work staff appropriately. Manages the Social Work Outlook account for the distribution of patient/support person to the appropriate staff/community resources.
• Manages daily walk-in patients and visitors. Determines patient needs to link the patient or visitor with the appropriate on-call Licensed Social Worker. Manages and assesses the need for bus pass distribution for patients needing transportation to and from on-site clinical appointments and hospital discharges. Identifies and coordinates client special needs, such as assessing need for other spoken language assistance or ASL Interpreters. Manages incoming referrals for hotel and lodging needs for medical or surgical patients and their support.
• Serves as the direct point of contact service to ensure client satisfaction. Assesses the urgency of a situation and determines the appropriate triage of the patient or family. Serves as a focal point for handling complaints, utilizes service recovery concepts, and serves as front-line problem solver. Involves Clinical staff, Admin staff or Program Director when appropriate. Provides validation and de-escalation skills as patients are linked to the licensed staff member.
• Identifies resources for current clients. Updates resource lists for Social Work and Patient and Family Services providers. Collaborates with the licensed social work team. Maintains daily audits of distribution of resources. Ensures all appropriate documentation is obtained for the distribution of resources.
• With direct oversight from leadership, carries out actionable items for quality improvement and process development. Recommends process improvements. Maintains the training manual of social work and care management services processes and provides direct training to staff to ensure a standard of care.
• Continuously provides a supportive presence at the front desks. Subscribes to the departmental goal of creating a culturally competent environment by treating patient, support person, trainees, and co-workers in a sensitive manner with appropriate attention to cultural differences. Participates in available cultural competence events and training appropriate to job duties. Maintains boundaries that model appropriate clinical relationships with patients and families.
  
  

Other duties as assigned.

Minimum Education & Experience

• Associate's degree and 1 year of related experience required
• Or equivalent combination of education and experience
• Social Work, Social Services or hospital experience preferred
  
  

Knowledge, Skills And Abilities

• Demonstrated customer service skills required
• Detail oriented with strong organizational/prioritization skills and ability to work independently under general guidance preferred
• Telephone triage and direct customer service experience preferred
  
  

EOE Minorities / Females / Protected Veterans / Disabled

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.