Crisis & Referral Specialist
Elevance Health

Job Info

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Crisis & Referral Specialist / Crisis & Referral Specialist Senior

Location : This is a fully remote role. Candidates must reside in the state of Georgia to be considered. Ideal candidates will live within 50 miles of an Elevance Health PulsePoint office location in Atlanta, Augusta, Savannah and/or Columbus, GA.

Work Schedule : We operate 24 hours a day, 7 days a week, 365 days out of the year. This is a 24-hour call center, we offer 1st, 2nd, and 3rd shifts to include weekends and holidays. Training will be conducted Monday-Friday 9:00am-5:30pm EST.

A proud member of the Elevance Health family of companies, Carelon Behavioral Health, formerly Beacon Health Options, offers superior clinical mental health and substance use disorder management, a comprehensive employee assistance program, work/life support, specialty programs for autism and depression, and insightful analytics to improve the delivery of care.

The Crisis & Referral Specialist is responsible for screening, assessing, training, and providing telephonic intervention/de-escalation for helpline callers using established protocols to determine an immediate course of action.

How you will make an impact :
Crisis & Referral Specialist :

• Takes inbound calls, texts and chats from individuals needing support, services, or who may be in crisis.
• Performs safety screenings and assessments to discern presence and acuity of risk to the safety of the individual or others.
• Uses information provided by the caller and obtained during the screenings and assessments to accurately understand the individual's needs and develop a plan of action in collaboration with the individual.
• Completes appropriate, timely, and accurate documentation of interactions in accordance with established criteria.
• Provides linkage follow-up as directed to assure individual accessed services.
• Coordinates with other agencies, organizations and individuals to insure optimal use of resources, services and natural support systems.
• Ensures compliance with all HIPAA, OSHA, and other federal, state, and local regulations.

Crisis & Referral Specialist Senior (same as above, plus the following):

• Train, coach and develop new team members as assigned.
• Monitors for trends in learning gaps, reports to leadership to inform possible changes in training materials.
• Staffs routine cases with associates.
• Participates in meetings with external agencies to inform the community about the work being performed by the team.
• Develops and maintains resource and referral database.
• Serves as Shift Ambassador, welcoming new associates, orienting them to operational responsibilities, connecting them with mentors.
• Responsible for checking staff starting and ending their shift, and other operational duties as assigned.
  

Minimum Requirements :

• Crisis & Referral Specialist : Requires a HS diploma or the equivalent and a minimum of 1 year of experience in behavioral health or a minimum of 6 months of direct crisis experience to include screenings and assessments to determine appropriate interventions; or any combination of education and experience which would provide an equivalent background.
• Crisis & Referral Specialist Senior : Requires a BS/BA degree in a mental health or other human services field; and a minimum of 3 years of experience in behavioral health or a minimum of 2 years of direct crisis experience to include screenings and assessments to determine appropriate interventions; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities & Experiences :

• Crisis & Referral Specialist : BS/BA degree in a mental health or other human services field and two years of experience working directly with individuals in need of behavioral health services strongly preferred.
• Crisis & Referral Specialist Senior : Master's degree and 5 years of experience working directly with individuals in need of behavioral health services strongly preferred.
• Call Center experience preferred.
• Crisis experience preferred.

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