High Acuity Operations Coordinator

About the position

Responsibilities

• Proficiently answers inbound crisis calls during a defined day-time shift, and dispatches crisis clinicians to community-based settings when appropriate.
• Demonstrated ability to support high acuity clients over the phone and in person with a calm, supportive demeanor while connecting the client to the appropriate level of clinical support.
• Communicates professionally and maintains appropriate boundaries with first responders, community members, patients, providers, and other stakeholders.
• Resolves all non-clinical questions within their scope of knowledge while providing excellent customer service.
• Collaborates with on-call High Acuity program clinicians to ensure staff are supported while on the scene of a crisis.
• Assists with calling for additional support as needed.
• Performs daily chart audits in the VHBH electronic health record to ensure High Acuity patient follow-up appointments are scheduled and completed.
• Performs daily monitoring of Rocky Mountain Health Plan's Dispatch portal to ensure clinical encounters are documented correctly in the portal and issues are addressed within 24 hours.
• Ensures VHBH crisis response meets the state requirements of paired response for each dispatch.
• Collaborates with the High Acuity leader to identify and escalate crisis clinician performance issues.
• Attends all High Acuity team meetings to address operational issues.
• Prepares and submits data reports to the Behavioral Health Administration (BHA), Rocky Mountain Health Plans (RMHP), and other regulatory organizations for High Acuity programs per state requirements.
• Attends monthly meetings with Rocky Mountain Health Plans as the state's designated Behavioral Health Administrative Service Organizations (BHASO) for Western Colorado.
• Works with the VHBH IT/Data team and VHBH clinical leadership team to create routine and ad hoc data reports for outpatient and inpatient behavioral health services.
• Runs metric reports specific to the High Acuity program to assist leadership in monitoring team productivity and performance.
• Assists with documentation audits for High Acuity services using a variety of computer-based systems.
• Serves as subject matter expert for RingCentral, the crisis hotline electronic platform.
• Responsible for assigning on-call clinicians in the system for day and night shifts, making adjustments based on clinician availability, to ensure there are no gaps in 24/7/365 crisis call response.
• Runs reports and queries for High Acuity call volumes and call sources on a routine basis to inform both program decisions and community partners of program operations.
• Provides back up support for VHBH outpatient and inpatient front-desk teams for patient scheduling, registration, and insurance verification per the documented work flows.
• Models the principles of a Just Culture and Organizational Values.
• Performs other duties as assigned. Must be HIPAA compliant.

Requirements

• Three years of experience in behavioral health or healthcare, with previous crisis hotline experience preferred.
• Experience with fast moving and high acuity situations highly preferred.
• Knowledge of community crisis resources preferred.
• Must have working knowledge of the English language, including reading, writing, and speaking English.
• Course work or experience with Medical Terminology, preferred.

Benefits

• Competitive wages
• Parental leave (4 weeks paid)
• Housing programs
• Childcare reimbursement
• Comprehensive Health Benefits: Medical, Dental, Vision
• Tuition Assistance
• Existing Student Loan Repayment
• Specialty Certification Reimbursement
• Annual Supplemental Educational Funds
• Paid Time Off: Up to five weeks in your first year of employment and continues to grow each year.
• 403(b) Retirement plan with immediate matching
• Life insurance
• Short and long-term disability
• Up to $1,000 annual wellbeing reimbursement
• Recreation discounts
• Pet insurance

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