The Behavioral Health Referral Management Coordinator provides a brief assessment and referral services to all referred clients/patients through a dedicated referral line. The Behavioral Health Referral Management Coordinator will serve as a single point of contact where clients/patients, community partners, and providers can call and request assistance on a multitude of items. Services include, symptom assessment and triage, urgent and non-urgent care advice, determining service needs, scheduling appointments, providing linkages to Memorial Behavioral Health programs and with community resources. The Behavioral Health Referral Management Coordinator will work with multiple teams within MHS to ensure the highest quality level of service is received by the caller.
- Works telephonically to provide emotional support, assessment of, and triage behavioral health issues and identify the appropriate venue of care.
- Conducts patient assessments to screen across medical, social, behavioral, cognitive, and pharmaceutical risk factors.
- Responsible for communicating with patients at their level of health literacy.
- Responsible for providing excellent customer service to ensure patient is satisfied with the outcome.
- Responsible for coordinating initial care entry across the continuum.
- Responsible for closing the communication loop for any referrals made on behalf of clients/patients.
- Responsible for assessing barriers to care and must identify ways in which to address those barriers.
- Responsible for triaging behavioral health issues and must execute appropriate care recommendations based on symptoms.
- Responsible for knowing Memorial’s network and how to provide convenient, accessible care.
- Must maintain a positive attitude with patients and other members of the care team and provide excellent customer service.
- Must operate effectively with various levels of leadership and clinical expertise.
- Responsible for maintaining an accurate and complete written record of each phone call and all other patient interactions.
- Must be comfortable in working in multiple Electronic Health Records/ systems.
- Performs other related work as required or requested.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.
- Minimum Bachelor’s in Social Work, Psychology, Counseling or closely related human service field required, preferably in social services field.
Master’s in Social Work, Psychology, Counseling or closely related human service field preferred.
- Must possess valid Illinois driver’s license and must be deemed as an acceptable driver in accordance with the MHS Fleet Safety Policy (five year MVR will be required).
- Clinical experience in a Behavioral Health setting.
- Experience in use of tele-health or in a call center preferred but not required.
Experience working with electronic documentation and scheduling systems preferred.
- Ability to work remotely
- Knowledge of the DSM-V and ability to diagnose and triage for appropriate referral.
- Knowledge of risk assessment and ability to use appropriate de-escalation strategies.
- Knowledge of the local and regional community resources.
- Excellent verbal and written communication skills.
- Excellent customer service skills.
- Ability to work independently.
- Ability to work with multiple members of a Care Team and maintain positive working relationships.
- Excellent PC skills, including the use of Microsoft Office products including Word, Excel, PowerPoint, and Teams.