Engagement Specialist

BMC Software•Boston, MA

1d•Onsite

About The Position

The MVPP Engagement Specialist engages identified multi-visit patients in Boston Medical Center’s Emergency Department. The role builds positive relationships with patients, identifies goals, and carries out plans using patient-centered, nonjudgmental approaches and cultural humility. The position serves patients affected by chronic homelessness, substance use disorders, and severe and persistent mental illness, including people who may be marginalized within the healthcare system. As part of the Population Health Department’s Multi Visit Patient Program, the Engagement Specialist reports to the Senior Manager of Behavioral Health, Population Health, and works 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 of the week may vary based on department needs and the coverage schedule.

Requirements

High school diploma or equivalent.
Strong interpersonal skills and the 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.
Intermediate experience with Microsoft Office, including Word, Excel, Access, and Outlook.
Knowledge of community resources and healthcare systems commonly used by the patient population.
Basic knowledge of common mental health diagnoses and ability or interest in engaging individuals with untreated or symptomatic chronic mental illness.
Basic knowledge of substance use disorders and ability or interest in using person-centered, harm-reduction approaches.
Knowledge of homeless services and a non-stigmatizing, patient-centered approach to serving unhoused individuals.
Understanding of social determinants of health affecting the patient population, including housing, food insecurity, and transportation.
Ability and desire to practice cultural humility and work with diverse, multicultural, and multilingual populations and colleagues.

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.
At least two years of experience in a social services or healthcare setting.
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 community resources.
Bilingual and/or bicultural abilities.
Experience using an electronic health record.

Responsibilities

Engage MVPP patients in the BMC Emergency Department 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 addressed during overnight hours, such as obtaining signed releases of information, making shelter referrals, and completing housing paperwork.
Document patient encounters promptly and thoroughly 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 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 RESPECT behavioral standards.