Crisis Clinician Lead (Licensed), NV 988 - After Hours

Elevance Health•Las Vegas, NV

2d•Remote

About The Position

The Crisis Clinician Lead, NV Crisis 988 position is a virtual role with the exception of required in-person training sessions. This role involves direct call handling and a supportive role for non-clinical call takers. The position operates within a 24-hour call center environment, requiring flexibility with shifts that include weekends and holidays. The company, Carelon Behavioral Health, is a proud member of the Elevance Health family of companies, leveraging extensive experience and expertise to address healthcare challenges.

Requirements

Requires MA/MS in social work counseling or a related behavioral health field or a degree in nursing, and minimum of 4 years of clinical experience in social work counseling with broad range of experience with complex psychiatric and substance abuse or substance abuse disorder treatment; or any combination of education and experience which would provide an equivalent background.
Current active unrestricted license such as RN LCSW LMHC LICSW LPC (as allowed by applicable state laws) LMFT LMSW (as allowed by applicable state laws) or Clinical Psychologist to practice as a health professional within the scope of licensure in applicable states or territory of the United States required.
Extensive experience in case management and telephonic and/or in person coaching with members with a broad range of complex psychiatric/substance abuse and/or medical disorders required.
Managed care experience required.

Nice To Haves

Licensed Alcohol and Drug Counselor is strongly preferred.
Call center experience is strongly preferred.
Crisis-related experience is strongly preferred.

Responsibilities

Handle inbound calls, texts or chats from individuals in crisis who are in need of support.
Serve as a key resource and mentor to Clinical & Referral Specialists.
Assists with more complex cases & calls.
Manage shift by providing support consultation to call takers in the absence of Manager.
When a BH Manager is not scheduled, Crisis Clinician Lead will perform additional tasks during the shift, including but not limited to monitoring incoming call volume, overseeing call center metrics and performance, and escalating reportable issues to Manager II as necessary.
Perform assessments while using clinical judgement to discern presence and acuity of risk to the safety of the individual or others.
Use information provided by the caller and obtained during the screenings & assessments to accurately understand the individual's needs and develop a plan of action in collaboration with the individual.
Complete timely, and accurate documentation of interactions in accordance with criteria.
Provides linkage follow-up as directed to assure individual accessed services.
Coordinate with other agencies, organizations and individuals to ensure optimal use of resources, services, and natural support systems.
Assist in developing and maintaining resource and referral database.
Meet weekly or bi-monthly with Manager I & Manager IIs for 1:1s but also to discuss call taker performance and concerns.
Lead monthly de-briefing sessions.
Handle calls and engage in screening and assessing callers similarly to non-clinical call takers.
Adhere to established protocols for conducting telephonic intervention and de-escalation while determining immediate actions required during call interactions.
Provide active listening, engaging with callers and developing rapport.
Support non-clinical call takers by staffing cases with them by providing guidance and clinical recommendations to handle cases effectively.
Monitor call volumes, track staff availability and call statuses.