Crisis Specialist I

Crisis Specialist I

Requirements

• Critical thinking and effective decision-making for managing high-acuity crisis requests and decision-making skills that facilitate safety and crisis resolution.
• Demonstrates clear/concise/logical verbal and written business communication.
• Plans effectively and adjusts effectively to new processes.
• Builds and maintains collaborative relationships.
• Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice; this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources;
• Demonstrates knowledge of the Medicaid behavioral health adult and children’s systems in states where Solari has crisis contracts (e.g. Arizona);
• Demonstrates concurrent management of multiple tasks and deadlines.
• Minimum GED/High School diploma AND four years of full-time behavioral health work experience required or a comparable combination of education/experience and/or training will be considered equivalent to the education (Master’s degree / Bachelor degree + 1 year BH experience / Associate degree + 2 years BH experience)

Responsibilities

• Respond to incoming contacts and requests for crisis and healthcare services across all contracts within scope of employee work; completes outbound calls, emails, text or chat to effectively coordinate care and resolve crisis situations; operate with accuracy, compassion, and efficiency.
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
• Screen and triage incoming crisis requests resulting in safety and crisis resolution; effectively use the risk assessment tool to guide crisis intervention based on acuity and risk.
• Utilize knowledge of healthcare industry standards and clinical assessment and intervention skills resulting in crisis or contact resolution.
• Provide health education and community resources based on the intervention provided.
• Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure at Solari for of new contracts, suicide intervention and prevention, the behavioral health and medical healthcare systems, Medicaid or Medicare managed care, mental health and diagnostics, community resources, effective communication, active listening, speech analytics, contact center industry standards, and recovery and resiliency practices.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record in accordance with policies, procedures, and industry or organizational standards of practice.
• Adhere to call center policy and procedures.
• Other duties as assigned.

Preferred Qualifications

• Behavioral health professionals, preferred
• Contact/Call Center experience, preferred