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Crisis Clinician Lead

Elevance Health•Boston, MA
•Remote
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About The Position

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

  • 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.
  • Licensed and live within the state of Massachusetts.

Nice To Haves

  • Licensed Alcohol and Drug Counselor is strongly preferred.
  • Call center experience is strongly preferred.
  • Crisis-related experience is strongly preferred.

Responsibilities

  • Handle calls and engage in screening and assessing callers.
  • Adhere to established protocols for conducting telephonic intervention and de-escalation.
  • Determine immediate actions required during call interactions.
  • Provide active listening, engaging with callers and developing rapport.
  • Support non-clinical call takers by staffing cases with them by providing guidance and clinical recommendations.
  • Monitor call volumes, track staff availability and call statuses.
  • Serve as a resource to Clinical & Referral Specialists.
  • Assist with more complex cases.
  • Participate in inter- and intradepartmental teams projects and initiatives.
  • Serve as key support to the leaders in implementing identified operational processes/ key projects.
  • Develop expertise in specified areas of business needs to assist management with unit operations.
  • Respond to more complex cases and account specific requests.
  • Use appropriate screening criteria knowledge and clinical judgment to assess member needs.
  • Conduct assessments to identify individual needs and develop specific care plans.
  • Monitor and evaluate effectiveness of care plan and modify plan as needed.
  • Support member access to appropriate quality and cost effective care.
  • Coordinate with internal and external resources to meet identified needs of the members.
  • Collaborate with providers.
  • Participate in cross-functional teams projects and initiatives.

Benefits

  • comprehensive benefits package
  • incentive and recognition programs
  • equity stock purchase
  • 401k contribution
  • merit increases
  • paid holidays
  • Paid Time Off
  • incentive bonus programs
  • medical
  • dental
  • vision
  • short and long term disability benefits
  • 401(k) +match
  • stock purchase plan
  • life insurance
  • wellness programs
  • financial education resources

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What This Job Offers

Job Type

Full-time

Career Level

Mid Level

Number of Employees

5,001-10,000 employees

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