High Acuity Operations Coordinator
About the position Responsibilities • 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. • Models the principles of a Just Culture and Organizational Values. • Performs other duties as assigned. Must be HIPAA compliant. Requirements • 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. • Must have working knowledge of the English language, including reading, writing, and speaking English. • Course work or experience with Medical Terminology, preferred. Benefits • Competitive wages • Parental leave (4 weeks paid) • Housing programs • Childcare reimbursement • Comprehensive Health Benefits: Medical, Dental, Vision • 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. • 403(b) Retirement plan with immediate matching • Life insurance • Short and long-term disability • Up to $1,000 annual wellbeing reimbursement • Recreation discounts • Pet insurance Apply tot his job