Call Center Specialist

Uhs-posted 5 days ago
Full-time • Entry Level
Onsite • Clarion, PA
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POSITION SUMMARY As directed by the Director of Assessment and Referral, the Call Specialist coordinates admission functions, provides crisis intervention services to potential patients (by gathering telephonic information and scheduling no charge assessments), collects data (from Inquiry Calls, assessments, etc.), inputs information into Med Series 4 in a timely manner, and assists in coordination of residential admissions. This is an in-person position.

  • Completes admission paperwork per policy timeframes according to CPC policy, HIPAA and Joint Commission guidelines.
  • In the absence of a Clinician, will perform intake assessment for individual seeking help. Assessment will be reviewed and signed off on by Director, Assistance Director or Clinician.
  • Makes all necessary arrangements for admissions and collects pre-admission data and ascertains insurance coverage via Business Office and Utilization Review.
  • Completes the admissions process by entering required data into the Health Management System, making patient nameplates, maintaining face sheets, taking identifying photos of each admitted patient; Completes and distributes in a timely manner per policy.
  • Orients patient and family regarding admitting procedures & patients rights; Answers general questions concerning the facility & services provided.
  • Consults with appropriate clinical staff when considering a patient admission to assure clinical standards concerning admissions are met. utilizes department tools and policies provided
  • Receives inquiry contacts and provides general information concerning treatment programs, and schedules evaluations/consultations as well as conducts them when appropriate.
  • Maintains accurate records of inquiries and follow-up activities through admission.
  • Gathers and analyzes information regarding patients and referral sources and utilizes appropriate referral source information.
  • Performs problem solving and decision making in a logical and deliberate manner utilizing available resources.
  • Compiles admissions data and prepares reports of inquiry activity and utilization.
  • Assesses age-related information regarding the patient.
  • Exhibits knowledge of patient rights, advance directives, adult and child abuse laws, and emergency involuntary detention.
  • Knowledgeable of seclusion and restraint systems utilized with regard to children, adolescents, adults and older adults.
  • Knowledgeable of behaviors and deviations of behaviors consistent with developmental stages of children, adolescents, adults, and older adults.
  • Perform other related duties and responsibilities incidental to the work described herein and as determined by Hospital Administration to be necessary for the effective operation of the facility.
  • Education / Experience: A minimum of three (1) years' experience in a psychiatric or mental health setting, with direct experience in call management and customer relations.
  • A Bachelor's degree in a mental health related field preferred and /or an accredited nursing program required and currently licensed by the state of Pennsylvania to practice as a Licensed Practical Nurse required.
  • Additional Requirements: Successful completion of all credentialing requirements including but not limited to education and credentialing within 30 days from date of hire.
  • CPR/AED certification and successful completion of Crisis Prevention Training (CPI) required.
  • Must possess good verbal and written communication skills.
  • May be required to work overtime and flexible hours.
  • Knowledge of patient rights, advance directives, adult and child abuse laws, and emergency involuntary detention.
  • Organizational and interpersonal communication skills.
  • Skill in organizing and prioritizing workloads to meet deadlines.
  • Ability to communicate effectively, both orally and in writing, with patients, co-workers, and other hospital customers.
  • Ability to adhere to safety policies and procedures.
  • Ability to operate in an environment in which ambiguity, uncertainty, and continuous change exist
  • Ability to use good judgment and to maintain confidentiality of information in accordance with HIPAA guidelines and standards.
  • Ability to work independently as well as a member of a team.
  • Ability to demonstrate tact, resourcefulness, and patience in a fast-paced environment.
  • Ability to accept direction, adhere to policies and procedures, and meet required deadlines.
  • Ability to recognize the importance of adapting to the various patient age groups (children, adolescent, adult and geriatric).
  • Ability to maintain professionalism in all situations.
  • Ability to stand or walk up to four hours, sit for up to four hours.
  • Ability to occasionally push/pull wheeled carts from 200 lbs. with assistance (i.e. crash carts, patient on stretchers or in wheelchairs).
  • Ability to frequently lift and carry up to 10 pounds (i.e. charts, patient's belongings) and occasionally lift and carry up to 50 pounds with assistance.
  • Ability to see well enough to read written materials.
  • Ability to discern a variety of odors.
  • Ability to handle hazardous/infectious waste on an occasional basis and respond to exposure to blood and body fluids.
  • Ability to work in an environment where the noise level is frequently high; where chemicals are frequently used in cleaning; where mechanical and electrical hazards may occasionally be present; and where dust, mist and steam are frequently generated in housekeeping tasks.
  • Ability to be present at the facility.
  • A Bachelor's degree in a mental health related field preferred
  • Shift Differentials
  • Bonus shifts & Holiday Pay
  • Excellent Paid Time Off Program
  • 401(K) with company match and discounted stock plan
  • Excellent Medical, Dental, Vision and Prescription Drug Plans
  • Free Life Insurance and Long-Term Disability
  • SoFi Student Loan Refinancing Program
  • Career development opportunities within UHS and its 300+ Subsidiaries!
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