Behavioral Health Triage & Crisis Specialist

Group Health Cooperative of South Central Wisconsin•Madison, WI

7d•Hybrid

About The Position

This role will be hybrid with requirements to work in clinic, but will also have the opportunity to work remotely. Come join us at Group Health Cooperative of South Central Wisconsin (GHC-SCW) and be a part of an organization committed to the highest level of healthcare! At GHC-SCW every member of the organization can contribute meaningfully to improving patient experience and eliminating barriers to care. The Behavioral Health department is an exciting place to be right now as it deploys strategic changes to improve access for patients, enhance employee satisfaction, and expand services beyond traditional outpatient treatment. The Behavioral Health Triage and Crisis team at Group Health Cooperative of South Central Wisconsin will rank among the most supportive and fun you will experience over the course of your career. In this role, you will be supporting a close-knit team of 6 behavioral health providers who provide care to our members and patients experiencing behavioral health crises, seeking care following an ER or hospital stay, and in need of short-term behavioral health treatment. This role is a vital part of the team's ability to provide high quality, timely access and care to GHCSCW members and patients. If you are looking to grow as a professional, develop your leadership qualities, and be embraced by an organization that encourages creativity and ingenuity, then GHC-SCW is the place for you! Position Summary: The Behavioral Health Triage and Crisis (BHTC) Team Specialist participates as a member of the Behavioral Health (BH) department under the daily supervision of the BHTC Coordinator with direction from the BHTC Triage Lead. The BHTC Team Specialist performs clinical, administrative and technical tasks that contribute to the smooth workflow and quality patient care experience in the BH department. This position supports BHTC team by gathering and accurately documenting information from members and making first-level administrative assessment of needs and eligibility for services; providing information regarding services, referrals and scheduling; and by coordinating intake and other appointments for members. The BHTC Team Specialist assists with initiating referral orders and with communication with internal and external providers, departments, services and agencies. The BHTC Team Specialist assists the BHTC team and other BH department clinicians in the management and coordination of patient care, acts as a resource to the BH team, and participates in departmental support functions. Our Mission Statement: We partner with members and the communities we serve to maximize health and well-being. Our Vision: As a local, not-for-profit, member-owned Cooperative, we are the most trusted resource for lifelong health and well-being in the communities we serve.

Requirements

High school graduate or equivalent required.
One (1) year of relevant experience working in a clinic or outpatient setting is highly desirable.
While experience in a behavioral health setting is desirable, no psychiatric experience is required. A strong interest in working with people with behavioral health concerns and mental illness is required. Work experience in behavioral health settings preferred. Previous experience using the telephone in a customer/health care service capacity required.
Knowledge of and ability to perform standard clinical procedures according to established protocols and policies is required.
Knowledge of or ability to learn and use basic medical and psychiatric terminology required. Knowledge of basic pharmacology is preferred.
Knowledge of medical records and appropriate documentation is required.
Knowledge of or ability to learn and use electronic medical record and appointment scheduling software is required. Knowledge of Epic software is strongly preferred.
Excellent organizational skills required.
Excellent verbal and written communication skills, including superior skills in telephone communication, are required. Ability to speak Spanish fluently is a plus but is not required.
Strong interpersonal and customer service skills required. Ability to provide culturally sensitive customer service and work with a diverse patient population required.
Ability to educate patients and/or families regarding the basic nature of disease, and the basic nature of behavioral health, and to provide instruction on proper care, treatments and follow-up
The ability to work harmoniously and cooperatively with all personnel and the public and to professionally and positively represent GHC-SCW is required.
Ability to remain calm under pressure and to effectively deal with people who may be experiencing behavioral health symptoms or people who are otherwise challenging required.
Ability to recognize, interpret, and evaluate situations and their level of urgency required.
Ability to act in a professional manner when dealing with practitioner staff, personnel of other departments, fellow employees and the public required.
Ability to maintain good working relationships with patients and staff, to remain positive under stress, and function effectively as a part of a team is required.
Ability to maintain patient confidentiality required. Knowledge of or ability to learn HIPAA requirements is required.
Ability to travel to various work sites. Employees are expected to provide personal transportation. Possession of a valid, Wisconsin driver license if the employee is operating a motor vehicle.
Knowledge of and ability to use various computer programs including Microsoft Office products is required.
Ability to handle and prioritize multiple tasks appropriately in rapid succession required.
Ability to be flexible in daily assignments and to consistently follow protocols required.
Ability to take and relay messages accurately and promptly, including correct spelling, required.
Ability to use a keyboard for much of the shift required.
Ability to sit or stand for up to 3 hours at a time and frequently stand up and down from chair required.
Ability to frequently bend and reach from both a standing and sitting position required.
Ability to speak and listen in person and on the telephone, required.

Nice To Haves

Medical Unit Clerk experience; or LPN with current licensure as a practical nurse in the State of Wisconsin; or a Medical Assistant with national certification by the American Association of Medical Assistants (AAMA) or the American Registry of Medical Assistants (ARMA) or the National Center for Competency Testing (NCCT) or by an approved and accredited certifying organization with CME requirements; and must maintain and complete ongoing CME requirements.
While experience in a behavioral health setting is desirable, no psychiatric experience is required.
Knowledge of basic pharmacology is preferred.
Knowledge of Epic software is strongly preferred.
Ability to speak Spanish fluently is a plus but is not required.