Access Information and Referral Specialist - Front Desk

Oakland Community Health Network•Pontiac, MI

3d•$43,202 - $53,997•Onsite

About The Position

The Access Information and Referral Specialist provides information and referrals to individuals seeking services for mental health, substance use disorders, and/or intellectual developmental disabilities. Assist individuals in navigating the OCHN network, OCHN policies/procedures, and Access process. Determine the appropriate information and referral for the individuals which may include Access screening, community referrals, other county Access departments, Oakland County Core Provider Agencies, Oakland County Customer Services department, Crisis Providers, and others as applicable.

Requirements

High school diploma or GED.
At least 2 years of experience providing service within the human service field such as mental health and substance use.

Nice To Haves

Minimum two years related college/university coursework preferred.
Knowledge and understanding of mental health, substance use disorder and intellectual/developmental disability issues and the OCHN system, core / substance use disorder provider network, and/or community resources preferred.
Bilingual in Spanish desirable
Bachelors in human service field

Responsibilities

Greet individuals coming into the Resource and Crisis Center (RCC) with a welcoming, warm, professional and trauma informed manner.
Manages the flow of referrals (Access walk-ins, email referrals, voicemails and faxes) through the Access process, assigns to Access clinicians in a rotation, solves problems related to Access process issues and brings concerns to Access leadership.
Serve as a primary point of contact for community partners, including hospitals, emergency departments, jails, courts, law enforcement agencies, and referral sources.
Coordinate communication regarding referrals, admissions, discharges, appointments, releases of information, and continuity of care.
Coordinate closely with Crisis Services front desk and clinical staff to identify individuals who do not require immediate crisis intervention and facilitate completion of Access Screening as appropriate.
Provides information and advocacy to individuals regarding the Access process.
Reviews basic information with individuals seeking services and inquiring what services are being sought, county of residency, insurance, address, telephone number, and others as assigned.
Reviews insurance status with individuals seeking services, including using Medicaid Look-Up tool within the electronic medical record.
For individuals who do not have insurance, review eligibility criteria for SAPT Block Grant, Michigan Medicaid, Healthy Michigan, and insurances available through the Affordable Care Act. Provides information to these individuals on insurance application processes.
Creates new medical records for individuals seeking an Access Screening, if applicable, completes initial documentation in medical record, and warm transfers to the next available Access clinician.
Maintains emphasis on short waiting times for services requested for walk-in individuals.
Provides information and warm transfer, when appropriate, for individuals who need other resources (community referrals, etc.).
Schedules appointments and provides information to persons needing an Access screening.
Complete and review all required documentation such as release of information and legal guardianship.
Provides excellent customer service to internal and external individuals.
Tracks Access data and completes Access statistical reports as assigned.
Shares reports with Access leadership in a timely manner, alerts leaders of detected trends or changes, and shares any identified barriers to achieving Access goals with Access leadership.
Understands and reviews Michigan County of Financial Responsibility (COFR) guidelines and refers any possible COFR individuals to Access supervisor for follow up.
Performs other duties as assigned.