Crisis Clinician Lead

Elevance Health•Boston, MA

4d•$82,192 - $128,892•Remote

About The Position

The Crisis Clinician Lead is responsible for performing two primary functions: Direct Call Handling and a Supportive Role. When managers are present on shift and able to comfortably run shift alone, the Crisis Clinician Lead will handle calls and engage in screening and assessing callers similarly to non-clinical call takers. The Crisis Clinician Lead will adhere to established protocols for conducting telephonic intervention and de-escalation while determining immediate actions required during call interactions. They will provide active listening, engaging with callers and developing rapport. In the absence of managers, Crisis Clinician Lead are responsible for their shift. They support non-clinical call takers by staffing cases with them by providing guidance and clinical recommendations to handle cases effectively. They monitor call volumes, track staff availability and call statuses. Crisis Clinician Lead may also perform additional tasks as assigned by their direct manager.

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.
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.
Candidates must be licensed and live within the state of Massachusetts.

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 calls and engage in screening and assessing callers similarly to non-clinical call takers when managers are present.
Adhere to established protocols for conducting telephonic intervention and de-escalation.
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 in the absence of managers.
Monitor call volumes, track staff availability and call statuses.
Perform additional tasks as assigned by their direct manager.
Serve as a resource to Clinical & Referral Specialists.
Assist with more complex cases and participate in inter- and intradepartmental teams projects and initiatives.
Serve as key support to the leaders in implementing identified operational processes/ key projects.
Develop expertise in specified areas of business needs to assist management with unit operations.
Respond to more complex cases and account specific requests.
Use appropriate screening criteria knowledge and clinical judgment to assess member needs.
Conduct assessments to identify individual needs and develop specific care plans to address objectives and goals.
Monitor and evaluate the effectiveness of care plans and modify plans as needed.
Support member access to appropriate quality and cost-effective care.
Coordinate with internal and external resources to meet identified needs of members and collaborate with providers.
Participate in cross-functional teams projects and initiatives.