Crisis Specialist I

Full-time Work Schedule

• Sun/Wed-Sat 1530-0000
• Sun/Mon/Fri/Sat 1330-0000

The Job/What You’ll Do

The Crisis Specialist is responsible for receiving, responding to, and triaging crisis and healthcare requests. Screens and triages incoming requests, completes an assessment and intervention, ensures safety, coordinates care, and documents the interaction in an electronic health record (EHR). Promotes and maintains an organizational culture that is focused on Solari’s core values. This is realized by demonstrating the following outcomes: safety, recovery and resiliency, engagement, crisis assessment and intervention, hope, efficiency, quality, accuracy, and service excellence.

Responsibilities

• Answers all incoming contacts/calls and requests for crisis and healthcare services across all contracts within the scope of employee work; completes outbound calls, emails, texts, or chats to effectively coordinate care and resolve crisis situations; operates 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 screening 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.
• Demonstrate enhanced knowledge and skill over tenure at Solari for new contracts, suicide intervention and prevention, the behavioral health and medical healthcare systems, Medicaid or Medicare managed care, contact center industry standards, and community resources
• Interact with effective communication and active listening while utilizing 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.

Knowledge, Skills, Abilities

• Critical thinking and effective clinical decision-making for managing high-acuity crisis requests and decision-making skills that facilitate safety and crisis resolution; Uses appropriate methods and a flexible interpersonal style to help build a successful, cohesive team;
• Demonstrates clear/concise/logical verbal and written business communication;
• Plans effectively;
• 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; Demonstrates concurrent management of multiple tasks and deadlines.

Education & Experience

• Minimum of a Bachelor's Degree (or higher) in behavioral health, substance use, or psychiatric heal