The Behavioral Health Access Specialist coordinates the acceptance and throughput of behavioral health patients meeting criterial for inpatient admission from one facility to another in a call center environment. This employee performs functions based on defined standards of performance and practice to meet or exceed operational expectations related to transfer center/ access center services. The employee works collaboratively with internal and external partners to facilitate patient access according to mental health needs. The Behavioral Health Access Specialist will foster relationships with referring and receiving facility physicians and employees as well as community agencies in representation of Conduit Health Partners' Mission and Values.
Schedules are set and follow a six-week rotation, which includes an every-other-weekend requirement.
There is also an on-call component and a rotating holiday requirement for all positions. Once you're placed into a schedule, you'll be expected to work that set schedule for at least six months before any schedule change request is considered.
Please note that while schedule change requests are reviewed every six weeks, they are not guaranteed and are evaluated based on our established standard operating procedures.
During your 4 week orientation, you will train and follow a preceptor Monday - Friday, 8am ET to 4:30pm ET.
*Hours subject to change based on need of operations
This is a part-time position 24 hours per week.
Essential Job Functions
Coordinates functions in order to support destination placement for the mental health patient meeting criteria for inpatient admission from potential referral sources to include but not limited to hospitals, clinics, extended care facilities, and physician offices to initiate acceptance and expedite decision making relative to potential access.
Proficient in EHR data entry, telephony systems, office systems as required to support operations, ensuring accurate, timely data entry, protection of PHI. Demonstrates the ability to process resulting level of care needs utilizing critical thinking, clinical decision making, and acquired knowledge skills to facilitate placement as requested by referring provider or entity.
Uses problem-solving skills to make recommendations that promotes the best potential patient outcome based on clinical information, patient and / or physician preferences, and the capability / capacity of both transferring and receiving facilities. Communicates an accurate clinical presentation of the patient for consulting or accepting provider and caregivers
Utilizes effective and professional communication to act as liaison on behalf of patient and client facilities between physicians, hospital staff, and outside agencies.
Demonstrates knowledge of regulatory components to include but not limited to EMTALA, Ethics and Compliance, quality initiatives, and HIPAA.
Works directly with providers and other healthcare providers at each client facility as well as client footprint facility to ensure timely acceptance and access to appropriate level of care/bed assignment using applicable workflows.
Reports risks related to safety, compliance as well as operational inefficiencies using defined Chain of Command in a timely manner and offers recommendations for resolution or improvement if applicable.
Participates in process improvement, professional development and peer review
Responsible for other tasks and analysis as requested /directed.
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.
Licensing/Certification
Active multistate/compact registered nurse (LPN) licensure - Required (compact licensure applicable based on state of residence. If unable to obtain compact licensure due to state of residence, must have active License-Practical Nursing (LPN))
Or Licensed Social Worker – Required
Education
Vocational Training, Licensed Practical Nurse (LPN) (required) or Bachelors degree, Social Work (required)
Work Experience
1 year of patient care experience (required)
Mental health intake (preferred)
Healthcare contact center (preferred)
Office Setting
Must have a designated workspace with a locked door, per HIPAA regulations.
Associates are encourages to also identify a secondary work location, meeting HIPAA regulations in case of power outages as well.
IT Requirements
Minimum internet speed of primary and secondary work locations is:
Download speed of 100Mpbs
Upload speed of 20Mbps
Training
Epic electronic health record (preferred)
Genesys contact center (preferred)
Patient Population
Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.
Working Conditions
Periods of high stress and fluctuating workloads may occur.
General office environment.
May have periods of constant interruptions.
Required to car travel to off-site locations, occasionally in adverse weather conditions.
Prolonged periods of working alone.
Remote work environment with prolonged periods of time in front of a computer.
Skills
Mental health disease process knowledge
Customer service oriented
Microsoft Office Tools (Outlook, MS Teams, Excel, Word, etc.)
Technology savvy
Multitasking
Review & interpret patient transfer case information.
Escalate/Inform regarding patient status changes
Record tasks and conversations regarding patient transfer
Attention to detail
Acceptance of authority
Critical thinking
Communication with clinical care team members
Teamwork
Active listening
Relationship building
Agility and adaptability
Excellent oral and written communication skills
Performance driven
As a Bon Secours associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.
What we offer
Benefits may vary based on the market and employment status.
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Bon secours – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com