The Senior Intake Triage Specialist will help support the day-to-day responsibilities of the Access Center Coordinator. The incumbent will engage in creating a more efficient and effective management of the workflows in the Access Center and Front Desk. The Senior Intake Triage Specialist will spend 40% of their time triaging calls to the Center and 60% of their time as follows: Track referral groups that require regular reporting: (IDRC, Zufall, MH Diversion, SU Diversion (O4HH), SCR for CARE, SAI/BHI, No shows for intakes. The incumbent will assist with training new staff and student interns, track daily intake assignments and submit to the Care Navigator Coordinator for assignment, address the first line of questions from staff and bring the Access Coordinator in as needed, and assist with Utilization Review.
Essential Functions
- Assist the Access Center Coordinator with the day-to-day activities of the Access Center
- Maintain daily communication with the Access Center Coordinator on Access operations
- Assist with tracking daily intake availability, scheduled intakes, and intake utilization
- Address questions from Intake Triage Specialists and include the Access Coordinator as needed
- Assist with task management for Intake Triage Specialists & related task supervisory meetings
- Assist with Utilization Review files
- Assist with the morning check-in meeting with Access staff
- Assist with urgent or complex cases and walk-ins
- Assist with support tasks for data gathering and reports
- Assist with implementation of grants and other Center policy changes or projects affecting Access Track client status for referral groups such as Zufall, IDRC, grant programs, and others as assigned
- Assist with referral source follow up and reporting
- Track client cases by monitoring staff follow-up and scheduling efforts, including staff documentation
- Assist with training new staff and student interns
- Monitor daily submission list for Care Navigator assignments
- Answer telephone inquiries promptly and provide information regarding available services to the caller.
- Provide linkage immediately to individuals discharged from PESS and hospitals to obtain prompt services.
- Enter accurate and complete data into the electronic health record.
- Schedule appointments and aid in all aspects of intake process.
- Obtain insurance and authorization information from callers.
- Request medical records and other clinical information, when available, from professional referral sources prior to
- evaluation.
- Provide support and reassurance to individuals and their families to reduce concerns associated with the intake process
- Maintain standards of confidentiality.
- Attend and participate in all required Center meetings and educational in-services.
- Refer callers to outside agencies and services when appropriate using a warm hand-off if possible.
- Route calls to appropriate staff based on needs.
- Triage calls and schedule the client accordingly.
- Perform other duties as assigned.
Essential Qualifications
- Bachelor's degree in psychology, Social Work, or related field, Master's degree preferred
- 2+ years on Mental and/or Medical Health Care setting
- 1+ years supervisory experience
- Basic counseling and risk assessment skills
- Understanding of trauma-informed, wellness and recovery, person-centered delivery of care, and biopsychosocial development through the lifespan
- Advanced oral and written communication skills
- Ability to multitask and prioritize competing demands.
- Demonstrated ability to work effectively with behavioral health clients, referral sources, and community agencies.
- Must have excellent telephone engagement and customer service skills.
- Must be computer literate and able to navigate between several programs.
- Valid NJ Driver''s License in good standing.
Preferred Qualifications
- Basic counseling skills
- Previous supervisory experience
- Bilingual ability (Spanish/English)
- Experience/sensitivity working with culturally diverse populations.
- Lived experience in mental health and/or substance use disorders and in recovery.
Hours 37.5/Week
Salary/Pay: $55,000 - $62,000/year
Benefits include health coverage (medical, prescription, and dental), paid time off (vacation, holidays, and sick), a deferred compensation plan, and enrollment in the NJ State Pension System.