Engagement Specialist

Boston Medical Center•Boston, MA

1d•Onsite

About The Position

The MVPP Engagement Specialist engages identified multi-visit patients in BMC’s Emergency Department. The role builds positive relationships, identifies patient goals, and carries out plans with the MVPP patient population. It calls for a non-judgmental, patient-centered approach and cultural humility when working with people affected by chronic homelessness, substance use disorders, and severe and persistent mental illness. The position is part of the Population Health Department’s Multi Visit Patient Program and reports to the Senior Manager of Behavioral Health, Population Health, working closely with the MVPP Clinical Manager. Work takes place in the Emergency Department and involves close collaboration with ED staff during non-traditional hours, typically overnight or second shift. Days worked may vary according to department needs and the coverage schedule.

Requirements

High school diploma or equivalent required.
At least two years of experience working in a social services or healthcare setting preferred.
Knowledge of community resources and healthcare systems commonly used by the patient population.
Basic knowledge of common mental health diagnoses and ability and interest in engaging people with untreated or symptomatic chronic mental illness.
Basic knowledge of substance use disorders and ability and interest in using a person-centered, harm-reduction-focused approach.
Knowledge of homeless services and a non-stigmatizing, patient-centered approach to serving unhoused people.
Understanding of social determinants of health affecting the patient population, including housing, food insecurity, and transportation.
Ability to practice cultural humility and work with diverse, multicultural, and multilingual populations and colleagues.
Strong interpersonal skills and ability to communicate courteously and professionally with providers, patients and families, the public, staff, external agencies, and organizational leaders.
Ability to work independently and make decisions based on established policies and procedures.
Proficient oral and written English communication skills.

Nice To Haves

Associate or bachelor’s degree in social work, psychology, or a related human services field.
License in a relevant behavioral health discipline, such as CHW, CARC, or LADC.
Personal lived experience with addiction, mental illness, and/or homelessness.
Experience working with individuals experiencing chronic homelessness.
Experience working with individuals impacted by substance use disorders and/or severe and persistent mental illness.
Experience working in an emergency services setting.
Knowledge of Boston-area resources.
Bilingual and/or bicultural background.
Intermediate experience with Microsoft Office applications, including Word, Excel, Access, and Outlook.
Experience using an electronic health record.

Responsibilities

Engage MVPP patients receiving care in the BMC ED using EPIC tracking and reporting tools and by rounding in the ED and waiting room.
Build rapport, trust, and positive relationships with MVPP patients through collaborative, patient-centered approaches.
Use motivational interviewing, coaching, and other approaches to help patients identify unmet needs and care goals.
Carry out patient and MVPP team care-management goals that can be completed overnight, such as obtaining signed releases of information, making shelter referrals, and completing housing paperwork.
Document patient encounters thoroughly and promptly using EPIC template notes.
Prepare detailed end-of-shift reports about patient encounters for the MVPP Clinical Manager and daytime MVPP interns.
Coordinate with overnight ED providers, nurses, and social workers to support MVPP patients and advocate for the population’s unique needs when indicated.
Escalate concerns about unmet patient population needs and ED workflows to the MVPP Clinical Manager and Senior Manager of Behavioral Health, Population Health.
Represent the Multi Visit Patient Program in the ED during overnight hours.
Comply with BMC data-entry, data-integrity, and data-tracking requirements.
Adhere to BMC’s RESPECT behavioral standards.