Engagement Specialist

POSITION PURPOSE AND OBJECTIVES

The primary function of the position is to triage requests for service in a way that satisfies the consumer, and any constituents requesting service information, while also meeting standards for access time, availability, appropriateness, and acceptability. The functions and operations of this position require a high level of professional knowledge in screening, community resources, data entry, standards and levels of care, collaboration, relationship building, negotiation, and mediation. The staff in this position will be cross‑trained to perform a variety of job functions in various settings, provide care coordination, assist with outreach and engagement efforts, and collaborate with counselors and clients within the agency. Ensure clients have a point of contact between the assessment and first counseling appointment. Outreach and attempt to re‑engage clients who have discontinued contact with their primary counselor. Utilizes a trauma‑informed approach throughout all duties that respects client choice, voice, and culture.

ESSENTIAL JOB FUNCTIONS

Directs clients through the initial intake process. Monitors when clinicians are ready to begin the intake and ensures the client has completed the necessary paperwork. Provides navigation of clients through Same Day Access to include: the check‑in process, data gathering, completion of necessary forms, and assigning a clinician to complete an assessment. Assists clients attending a Same Day Access appointment with initializing their patient portal for the EHR to complete initial paperwork prior to an assessment. Provides education and information to clients attending Same Day Access to gather consent for treatment, review risks and benefits of treatment and confidentiality. Provides clients with a "Your Guide" book and identifies Hotline and client’s rights phone numbers. Reviews attendance procedure with all Same Day Access clients. Collaboratively completes Release of Information form with clients to coordinate care as needed. Prepares clients for virtual sessions and connects to an available clinician. Assists clients with coordinating the services developed in their care plan. Provides accurate, timely, and reliable information to the interdisciplinary treatment team assigned to the client. Contacts clients between the Intake Assessment appointment and the first counseling appointment to increase engagement and serve as a point of contact for clients. Provides resources to clients as issues arise during calls, and includes the counselor if the client’s needs escalates. Provides outreach efforts to clients who have not kept scheduled counseling appointments by calling or sending letters in order to assess their level of commitment to counseling. Continues outreach efforts, per policy, and either schedules clients for additional appointments or contacts the counselor to close the case if the client does not re‑engage. Contacts clients post hospital discharge or post ESS contact to assure clients are aware of follow‑up appointments, assists in getting appointments rescheduled if needed, and assists with requesting transportation through Riveon if applicable. Ensures clients receive appointments as scheduled, assists clients with completing intake processes with providers, and conducts post‑appointment follow‑up calls. Ensures that privacy and confidentiality of the client is maintained at all times. Obtains client consent for sharing HIPAA protected information between and with all providers in the care team. Further facilitates the sharing of said information through record obtainment and transfer as required. Ensures their clients know and understand who serves on their interdisciplinary team, each member of the teams’ role, as well as their level of involvement with their care. Supplements counselors and other disciplines such as case management or peer support services. Completes documentation within the guidelines for quality assurance for timeliness and accuracy. Provides written communication that is well organized, and legible. Provides oral communication that is clear, audible, and understandable and that reflects a caring, supportive tone at all times. Performs designated duties in a way that maximizes consumer satisfaction regardless of the service outcome. Constructively deals with complaints in a way that offers the consumer options/alternatives when the service request may not meet the standards for medical necessity for Riveon Mental Health and Recovery. Reacts to change and stress productively and handles other tasks as assigned. Maintains regular and predictable attendance and punctuality. Gets along with others and works as a team. Exhibits the knowledge, skills, abilities, and minimum requirements listed in this Position Announcement. Has / Maintains a good on‑time and attendance record. Attends required staff meetings. And all other tasks as assigned.

REQUIREMENTS – KNOWLEDGE, SKILLS & ABILITIES

In order to perform the essential functions of this job, after an orientation period, the employee must possess a working knowledge of Riveon Mental Health and Recovery Policy and Procedures, including sensitivity and adherence to clients’ rights, confidentiality, and health and safety issues. Must have an understanding of mental illness, psychiatric symptoms, and impact on functioning and behavior and how to therapeutically engage a person with mental illness. Must be able to demonstrate within ninety days of hire, competencies in basic mental health skills along with competencies established by the agency. Must exhibit sensitivity to different cultures.

WORKING CONDITIONS

Almost all time is spent in an office environment. The employee will be required to sit for extended periods and will spend a portion of their time on the telephone. Must be able to bend, stoop, walk, and lift and push minimal loads at various times. A considerable amount of time will also be spent working on a computer so the employee should have close vision ability. The employee will have a large amount of client contact, both in person and on the phone so the individual must have excellent language and speaking skills.

QUALIFICATIONS

Bachelor’s Degree in Psychology, Social Work, Sociology or related field and prior experience required. A High School Diploma/GED and at least 3 years of relevant full‑time employment experience working directly with individuals with severe and persistent mental illness will be considered in lieu of the Bachelor's Degree. Must have knowledge of and demonstrated interest in managed behavioral health care, including the constant shifts in the service and payers’ market affecting pre‑certification. Must have strong oral and written communication skills. Proficiency in Spanish as well as English is desirable. Must also have extensive knowledge of community resources, and utilization management/levels and standards of care. Must be highly skilled at behavioral health triage/screening and assessment in both chemical abuse and mental illness as well as in making appropriate referral/disposition, negotiating options with the consumer, working effectively under pressure, and in communicating/collaborating with fellow clinicians receiving the referrals. Experience with EHR (Electronic Health Records) a plus.

TRAVEL REQUIREMENT

The necessity for travel in this job requires that the employee possess a valid Ohio driver’s license, a clean driving record, have proof of adequate personal automobile insurance, and use of a personal vehicle. Must have favorable references and/or evaluations. #J-18808-Ljbffr Riveon Mental Health and Recovery