High Acuity Operations Coordinator

Vail Health has become the world’s most advanced mountain healthcare system. Vail Health consists of an updated 520,000-square-foot, 56-bed hospital. This state-of-the-art facility provides exceptional care to all of our patients, with the most beautiful views in the area, located centrally in Vail. Learn more about Vail Health

About The Opportunity

The High Acuity Operations Coordinator serves as administrative support for the Vail Health Behavioral Health (VHBH) High Acuity team, including clinicians that perform crisis assessments and integrated behavioral health in community-based settings and crisis support for individuals and groups at the Precourt Healing Center, as well as crisis support in outpatient VHBH clinical settings. This role reports to the High Acuity Services Manager, but works collaboratively with clinicians and administrative staff across VHBH outpatient and inpatient service lines. This position supports remote and onsite clinical teams with crisis call monitoring and clinician dispatching to community-based settings, providing support to clinicians when they are on the scene of a crisis, data monitoring and chart auditing in the electronic health record (EHR), and report submission to state regulatory bodies. This position is also cross trained to provide program support for patient scheduling, registration, and insurance verification for outpatient and inpatient settings as well as duties at the Precourt Healing Center, including patient de-escalation, conducting safety checks, assisting with belonging searches, and managing patient interactions. May involve working evenings, weekends, and/or holidays as needed.

What You Will Do

• Proficiently answers inbound crisis calls during a defined day-time shift, and dispatches crisis clinicians to community-based settings when appropriate. Demonstrated ability to support high acuity clients over the phone and in person with a calm, supportive demeanor while connecting the client to the appropriate level of clinical support. Communicates professionally and maintains appropriate boundaries with first responders, community members, patients, providers, and other stakeholders. Resolves all non-clinical questions within their scope of knowledge while providing excellent customer service.
• Collaborates with on-call High Acuity program clinicians to ensure staff are supported while on the scene of a crisis. Assists with calling for additional support as needed.
• Performs daily chart audits in the VHBH electronic health record to ensure High Acuity patient follow-up appointments are scheduled and completed.
• Performs daily monitoring of Rocky Mountain Health Plan’s Dispatch portal to ensure clinical encounters are documented correctly in the portal and issues are addressed within 24 hours. Ensures VHBH crisis response meets the state requirements of paired response for each dispatch.
• Collaborates with the High Acuity leader to identify and escalate crisis clinician performance issues. Attends all High Acuity team meetings to address operational issues.
• Prepares and submits data reports to the Behavioral Health Administration (BHA), Rocky Mountain Health Plans (RMHP), and other regulatory organizations for High Acuity programs per state requirements. Attends monthly meetings with Rocky Mountain Health Plans as the state’s designated Behavioral Health Administrative Service Organizations (BHASO) for Western Colorado.
• Works with the VHBH IT/Data team and VHBH clinical leadership team to create routine and ad hoc data reports for outpatient and inpatient behavioral health services. Runs metric reports specific to the High Acuity program to assist leadership in monitoring team productivity and performance. Assists with documentation audits for High Acuity services using a variety of computer-based systems.
• Serves as subject matter expert for RingCentral, the crisis hotline electronic platform. Responsible for assigning on-call clinicians in the system for day and night shifts, making adjustments based on clinician availability, to ensure there are no gaps in 24/7/365 crisis call response. Runs reports and queries for High Acuity call volumes and call sources on a routine basis to inform both program decisions and community partners of program operations.
• Provides back up support for VHBH outpatient and inpatient front-desk teams for patient scheduling, registration, and insurance verification per the documented work flows. Position is also cross-trained to provide support at the Precourt Healing Center for patient de-escalation, conducting safety checks, assisting with belongings searches for both patients and visitors and managing patient interactions in crisis situations.
• Models the principles of a Just Culture and Organizational Values.
• Performs other duties as assigned. Must be HIPAA compliant.
  
  
  

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Experience

What you will need:

• Three years of experience in behavioral health or healthcare, with previous crisis hotline experience preferred. Experience with fast moving and high acuity situations highly preferred.
• Knowledge of community crisis resources preferred.
  
  
  

License(s)

• N/A
  
  
  

Certification(s)

• N/A
  
  
  

Computer / Typing

• N/A
  
  
  

Must have working knowledge of the English language, including reading, writing, and speaking English.

Education

• Course work or experience with Medical Terminology, preferred.
  
  
  

Application Close Date

Benefits at Vail Health (Full and Part Time) Include:

• Competitive Wages & Family Benefits:
• Competitive wages
• Parental leave (4 weeks paid)
• Housing programs
• Childcare reimbursement
• Comprehensive Health Benefits:
• Medical
• Dental
• Vision
• Educational Programs:
• Tuition Assistance
• Existing Student Loan Repayment
• Specialty Certification Reimbursement
• Annual Supplemental Educational Funds
• Paid Time Off:
• Up to five weeks in your first year of employment and continues to grow each year.
• Retirement & Supplemental Insurance:
• 403(b) Retirement plan with immediate matching
• Life insurance
• Short and long-term disability
• Recreation Benefits, Wellness & More:
• Up to $1,000 annual wellbeing reimbursement
• Recreation discounts
• Pet insurance
  

Pay is based upon relevant education and experience per hour.

Hourly Pay

$27.25—$40.87 USD