Mental Health Assistant Lead

University of Rochester•Street, MD

23h•$27 - $37•Onsite

About The Position

The Clinical Access (Triage) Specialist at University of Rochester Medicine ensures patients are connected to appropriate behavioral health and substance use services through comprehensive triage, care coordination, and operational support. The role reviews patient charts, makes clinical determinations, directs referrals to suitable services, and coordinates access across Psychiatry ambulatory locations. It collaborates with providers and patients to clarify referral needs, suggest external resources when appropriate, and respond to questions or concerns. The position supports front-line Clinical Access Team staff, particularly Mental Health Assistants (MHAs), by providing guidance on complex cases and calls, monitoring scheduling efficiency, maintaining system resources and tools, and helping coordinate team coverage. It contributes to workflow development, staff onboarding and training, and high-level case reviews with leadership. The role requires independent judgment, management of multiple priorities, proficiency with electronic health records, and a collaborative approach within established policies and in partnership with internal teams and community providers. The position is full-time, with 40 scheduled hours per week on the UR day shift. It is based at 150 N Chestnut St, Rochester, New York. The stated compensation range is $27.25–$36.79; individual rates are determined using factors including market data, education, experience, qualifications, expertise, and internal equity.

Requirements

Master’s degree from an accredited college or university in counseling, psychology, criminal justice, or social work, and 2 years of relevant mental health field experience; or an equivalent combination of education and experience.
Understanding of DSM clinical diagnostics and clinical presentations.
Excellent customer service skills.
Demonstrated leadership skills.

Nice To Haves

A valid New York State license is preferred.

Responsibilities

Review referrals for mental health and substance use treatment, conduct detailed chart reviews, make clinical determinations, and assign patients to suitable services based on clinical presentation and patient goals.
Coordinate patient access across Psychiatry ambulatory locations where appropriate.
Communicate with ordering providers and self-referred patients to clarify referrals, suggest external resources, and address concerns or consultation requests.
Provide clinical guidance to front-line Clinical Access Team staff, particularly MHAs, including support with complex patient calls and critical decision-making.
Monitor scheduling efficiencies, maintain Smart Phrases and patient resource lists, and handle patient complaints that do not require supervisor intervention.
Complete and maintain timely, professional documentation in eRecord.
Contribute to development and maintenance of staff workflows; onboard and train MHAs; and coordinate cross-coverage plans.
Facilitate high-level case reviews for complex cases with leadership and support patient service navigation.
Establish and maintain cooperative working relationships with community and health care agencies and University of Rochester Medicine professional and administrative staff.
Maintain professional standards through reading and attending seminars, workshops, and conferences.
Attend weekly supervision and clinical meetings.
Participate in departmental and programmatic diversity presentations.
Meet the needs of internal and external customers and contribute to the vision and mission of University of Rochester Medicine Psychiatry and CCBHC.
Maintain thorough knowledge of related policies and procedures.
Promote hope and recovery through strength-based, culturally appropriate, person-centered practices.
Perform other duties as assigned.