Crisis Clinician Lead

Elevance Health•Boston, MA

1d•$82,192 - $128,892•Remote

About The Position

Shift: Thursday – Monday from 2:00pm - 10:30pm EST Please note Training for this team will be the first 3-4 weeks on a separate day shift schedule. Location: Virtual; Candidates must be licensed and live within the state of Massachusetts Virtual: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law The Crisis Clinician Lead is responsible for performing two primary functions: Direct Call Handling and a Supportive Role. Direct Call Handling: 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. Crisis Clinician Lead will 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. Supportive Role: 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. How you will make an impact: Serves as a resource to Clinical & Referral Specialists. Assists with more complex cases and will participate in inter- and intradepartmental teams projects and initiatives. Will serve as key support to the leaders in implementing identified operational processes/ key projects. Will develop expertise in specified areas of business needs to assist management with unit operations. Responds to more complex cases and account specific requests. Uses appropriate screening criteria knowledge and clinical judgment to assess member needs. Conducts assessments to identify individual needs and develops specific care plan to address objectives and goals as identified during assessment. Monitors and evaluates effectiveness of care plan and modifies plan as needed. Supports member access to appropriate quality and cost effective care. Coordinates with internal and external resources to meet identified needs of the members and collaborates with providers. Participates in cross-functional teams projects and initiatives.

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

Direct Call Handling
Supportive Role
Serves as a resource to Clinical & Referral Specialists
Assists with more complex cases and will participate in inter- and intradepartmental teams projects and initiatives
Will serve as key support to the leaders in implementing identified operational processes/ key projects
Will develop expertise in specified areas of business needs to assist management with unit operations
Responds to more complex cases and account specific requests
Uses appropriate screening criteria knowledge and clinical judgment to assess member needs
Conducts assessments to identify individual needs and develops specific care plan to address objectives and goals as identified during assessment
Monitors and evaluates effectiveness of care plan and modifies plan as needed
Supports member access to appropriate quality and cost effective care
Coordinates with internal and external resources to meet identified needs of the members and collaborates with providers
Participates in cross-functional teams projects and initiatives