Behavioral Health Crisis Clinician (Weekends) (Full-time Remote, North Carolina Based)

Alliance Health•Fayetteville, NC

8h•$69,592 - $88,729•Remote

About The Position

The Behavioral Health Crisis Clinician provides coverage for a 24-hour Behavioral Health Crisis line, conducting telephonic screening, triage, and referrals for people seeking services. The clinician ensures callers are safely connected in a timely manner with appropriate services or community resources and may authorize state- and Medicaid-funded emergency services. This is a daytime, full-time remote position for a candidate who resides in North Carolina. The role includes weekends and some holidays. The selected candidate must complete an initial 6–8-week virtual training period, Monday through Friday, from 9 a.m. to 5 p.m.; the permanent schedule follows successful completion of training. The position is equipped for work from home. The clinician also provides consultation and support to call-center staff, reviews calls handled by an overflow vendor, supports staff training, and reports quality concerns and unusual call or service-seeking patterns.

Requirements

Master's degree in a Human Services field.
At least three years of post-degree experience in a community, business, or governmental program delivering mental health support services.
Current, active, unrestricted behavioral health license issued by a North Carolina Professional Board: LCSW, LCMHC, LCAS, LPA, or LMFT.
Knowledge of relevant state and federal laws, including client rights, mandatory reporting, and confidentiality.
Knowledge of treatment modalities, including Crisis Intervention, Motivational Interviewing, and Systems Theory.
Knowledge of culturally competent practices and the DSM-5.
Thorough knowledge of the MCO/LME structure within North Carolina's mental health system, ASAM Criteria, and resources in the identified catchment area.
Skill using multiple software platforms and strong keyboarding skills to complete referrals.
Ability to troubleshoot minor technological issues independently.
Skill in identifying the appropriate level of care from information gathered during time-limited telephonic assessments.
Ability to assess clinical level of need by telephone, provide crisis response, and de-escalate difficult callers.
Ability to multitask and focus in a distracting environment, and to incorporate written and oral information while speaking and typing.
Ability to read, analyze, interpret, and implement regulations, policies, and procedures; transfer verbal information into written documentation and vice versa.
Ability to coordinate effectively with staff from various agencies.
Ability to manage time, solve problems, and prioritize work independently.
Flexibility and ability to work cohesively in a team.
Ability to remain composed during high-stress, crisis-related calls.
Ability to express ideas clearly and concisely in oral communication and written documents.
Must reside in North Carolina.
Must complete an initial 6–8-week virtual training period, Monday through Friday, 9 a.m. to 5 p.m.

Responsibilities

Conduct initial screenings, assessments, and reviews, and make referrals.
Receive escalated calls involving urgent or emergent needs, including active psychosis, suicidal or homicidal ideation, intoxication, withdrawal, or medical emergencies.
Make clinical triage decisions based on information obtained during telephonic screening.
Ensure callers receive comprehensive screening and referrals appropriate to their level of need.
Maintain caller safety, including contacting and mobilizing community first responders such as EMS, CIT officers, police, and mobile crisis teams.
Engage Decision to Warn procedures when callers have active homicidal ideation, according to policy.
Report to Child Protective Services and Adult Protective Services when warranted.
Identify high-risk or special-health-care-needs populations and refer them to Care Coordination.
Review available caller history in the client management system to inform referral decisions.
Use the electronic scheduling system to arrange assessment appointments with contracted providers, considering the consumer's choice, needs, location, and provider characteristics.
Complete specialized screening documentation and record incoming call activity in the MCO tracking system.
Operate a multi-function phone system and multiple software programs while managing caller needs.
Follow up to ensure consumers attend scheduled assessments and crisis follow-up appointments.
Route calls to appropriate MCO departments when the Call Center cannot adequately address inquiries.
Prioritize tasks independently and maintain idle status in the call queue during high call volume or low staffing periods.
Monitor the incoming fax system and overflow vendor reports and ensure written referrals receive timely attention.
Communicate orally with community emergency services and receive information orally and in writing via IM.
Engage interpreter services when needed and adjust communication accordingly.
Provide oversight and clinical review of calls managed by the overflow vendor.
Help callers address barriers to care and identify available resources.
Provide consultation and support to non-licensed Call Center staff.
Train incoming staff and provide additional training to staff on call-center clinical operations.
Adapt procedural tasks in a rapidly changing, paperless work environment.
Recognize and report quality concerns to the supervisor and Provider Network Department.
Report patterns of atypical calls and service-seeking to the supervisor.