Information & Referral Specialist (Cascadia Access, Information, and Referral)

Cascadia Health•Portland, OR

1d•$22 - $23•Onsite

About The Position

The Information and Referral Specialist works as a member of Cascadia Access, Information, and Referral (CAIR), an interdisciplinary team based at the Plaza Health Center in SE Portland, Oregon. CAIR screens individuals for eligibility for Cascadia services and arranges clinic intakes for eligible individuals. The specialist manages the referral process, enrolls clients in Respite services, completes intakes, and supports clients as they participate in their recovery and discharge plans, while contributing to a Trauma Informed Care environment. The role involves responding to calls and referrals, scheduling appointments across mental health, substance use, gambling, and primary care services, completing registration and screenings, and maintaining accurate electronic health records. The specialist provides trauma-informed customer service, helps clients problem-solve and access services, and assists with crisis response and warm hand-offs when appropriate. This is an on-call/per-diem position based in the CAIR team room at the Plaza site. Employees must work a minimum of six shifts per quarter. Work is performed in a clinic setting, primarily over the phone. Meal periods and breaks may be interrupted, and the work can involve unpredictable circumstances and potential exposure to violent behavior, disease, biohazards, noise, and contaminants. The role typically involves sitting at a desk and using computers and other office equipment, while also requiring the ability to assist with safety in potentially volatile situations.

Requirements

High school diploma or equivalent.
Two years of work experience in an office setting, or demonstrated ability to fulfill the requirements of the position.
Type 50 words per minute.
Familiarity with basic office equipment.
Ability to organize, track, and monitor various tasks.
Ability to operate computer hardware and software at the level needed to perform job functions effectively.
Ability to enter and retrieve data.
Knowledge of components for maintaining a Trauma Informed Care environment.
Ability to perform Basic Life Support (BLS) and properly use AED equipment; BLS certification training will be provided within the first 60 days of hire, and certification must remain current.
Employees must obtain and maintain any licenses, certifications, registrations, and other credentials required for the position.

Nice To Haves

Peer Support Specialist (PSS) or Peer Wellness Specialist (PWS) certification.
A bachelor’s degree in a behavioral science field from an accredited college or university, or three years of full-time professional experience providing direct service to individuals in a social service setting.
Competencies to become credentialed as a Qualified Mental Health Associate (QMHA), as outlined in Oregon Administrative Rulings (OARs); certification must be maintained in compliance with OARs through MHACBO.

Responsibilities

Determine the reason for patient or client calls and accurately schedule appointments in mental health, substance use, gambling, or primary care for all four health centers using Cascadia’s EHR system.
Schedule appointments using the scheduling template in Cascadia’s EHR system.
Complete pre-registration in the EHR system.
Obtain insurance information and verify coverage in third-party databases such as Noridian, Cim, and MMIS.
Initiate calls to assist with scheduling, EHR registration, and referrals.
Provide customer service to community members and referents with questions and referral needs.
Document and maintain EHR and ancillary records in compliance with agency policies, program procedures, and local, state, and federal regulations.
Screen phone calls and direct patients or clients to appropriate services or departments.
Complete CAIR screenings and document them in the EHR system.
Provide intake clinicians and providers with up-to-date information about scheduled appointments.
Provide trauma-informed customer service and help clients problem-solve and access needed services.
Assist in crisis situations as appropriate and complete the Columbia Suicide Severity Rating Scale (C-SSRS).
Follow emergency protocols and procedures to complete warm hand-offs to local crisis services, such as county crisis lines or urgent walk-in facilities.
Demonstrate responsibility for safety and familiarity with fire regulations and evacuation procedures.
Comply with mandatory abuse-reporting laws and HIPAA requirements.
Complete required annual employee training on time and attend seminars, training, and other educational opportunities to develop professional skills and abilities.
Participate in scheduled staff meetings, supervision sessions, and other departmental and agency meetings.
Perform other duties as assigned.

Benefits

Paid time off; full-time employees earn six weeks in their first year.
Medical and dental coverage beginning the first of the month following hire.
VSP Vision Discount Plan.
403(b) retirement plan, eligible after 60 days, with immediate 100% vesting and a 1-to-1 company match up to 3% per pay period, plus the opportunity for an additional discretionary contribution of up to 5% at the end of the fiscal year.
Flexible Spending Account for medical, dependent care, and transportation.
Short-term disability, long-term disability, and life insurance.
Paid bereavement and jury duty leave.
Length of Service Award.
Voluntary life insurance.
Supplemental insurance.
Student loan forgiveness options.
Employee Assistance Program.
Bike to Work Reimbursement.