Access Clinician at Alliance Health in Morrisville, North Carolina

Job Description:

The Access Clinician Teleworker is part of the Customer Services Access & Information Call Center.   The Access & Information Call Center is fully staffed and operational 24/7/365.  The Call Center is the point of contact for individuals seeking MH/SA/IDD services. This position is primarily responsible for conducting telephonic screening, triage and referral functions for members and providers.  This position ensures that individuals calling with service needs are safely linked in a timely fashion with available providers within the network and/or community resources. This position provides crisis intervention and referral to mobile crisis teams, walk-in crisis centers, and emergency services when clinically appropriate. 

This position will be equipped with all supplies and technologies to be able to work from home.  Position will be required to attend an initial 12- to 24-week virtual training period, Mon-Fri, between 8 a.m. to 6 p.m. Transition to permanent schedule to follow a successful training period. 

There are 2 positions available and both will be scheduled for daytime hours. Some weekend and holiday hours are required.  Applicant must be willing to work 8-, 10- or 12-hour shifts as needed.

Responsibilities and Duties:

• Receive escalated calls from specialists who identified callers during initial screening that have urgent or emergent needs.  Callers may be actively psychotic, actively suicidal, actively homicidal, intoxicated, in active withdrawal and/or experiencing a medical emergency. 


• Make clinical triage decisions based on often limited information obtained during telephonic screening;


• Maintain safety of all callers, which may include contacting and mobilizing community first responders, (EMS, CIT officers, police, mobile crisis teams);


• Ensure individuals receive a comprehensive screening and appropriate referral that matches level of service need;


• Use electronic scheduling system to schedule and secure assessment appointments with contracted providers based on consumers choice of service providers – considering consumer's needs, location and other provider characteristics;


• Simultaneously operate and navigate a multi-function phone system with multiple software programs while managing caller needs; serially operate and navigate multiple software programs in course of all duties;


• Read, integrate, and adapt procedural tasks in a rapidly changing, paperless work environment;


• Work independently to prioritize tasks and maintain idle status in call queue during high call volume and/or low staffing periods;


• Perform job functions during inclement weather and on assigned holidays;


• This position may require 24 hour availability;


• Maintain licensure, including timely payment of applicable fees, timely attendance and documentation of appropriate continuing education, and adherence to licensing board expectations for ethical and other practice standards.

Requirements:

A Master's degree in Human Services field and minimum of three years post Master's degree experience in a community, business or governmental program that delivers mental health support services (e.g. adults with mental illness, children with severe emotional disturbance, persons with developmental disabilities, adults and children with substance abuse disorders). Strong computer skills, written and communication skills, and an ability to work independently are required. Ideal candidates will have strong clinical skills, high level multi-tasking skills, be able to work as part of a team of licensed and non-licensed staff, have knowledge of local resources and various MH/SA services, and be able to maintain flexibility and professionalism in a fast-paced work environment. Staff works as a team to cover necessary call volume; weekend and/or holiday hours may be required on a rotating basis. Must reside in North Carolina. Spanish proficiency preferred but not required. 

Full professional North Carolina clinical license is required. (LCSW, LCAS, LPC, LMFT, LPA, RN)

Salary Range

$50,865 - $87,563

Education

• Masters or better in Human Services

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