Clinical Escalations Specialist

The Clinical Escalation Specialist will support monitor, track and respond to formal complaints and grievances. The Clinical Escalation Specialist will act as liaison between clients, departments, and resources to assess and coordinate responses to funders regarding client escalations. Responsible for overseeing the escalation process regarding complaints and grievances and coordinates care when needed to ensure each client receives high quality services.

ESSENTIAL JOB FUNCTIONS

• Serve as main contact for clients and families and respond to all client inquiries ensuring all client needs are met.

• Actively listen and build rapport with families, providers, and funders.

• Respond to and manage complaints and escalations from client families.

• Provide effective support to the escalation process and actively resolve client issues directly and through a timely process.

• Track and monitor escalations.

• Conduct Investigative Reviews, submit associated findings and recommendations.

• Conduct case reviews on escalated cases, submit associated findings and recommendations.

• Compose communications internally to effectively convey inquiries, complaints, and compliments.

• Compose communications externally directly to customers or on behalf of the company in a professional and cordial manner.

• Consistently and effectively propose solutions to problems/inquiries from customers by maintaining a thorough understanding of company guidelines, procedures, products, services and operations.

• Exhaust all efforts to prevent further escalations to management.

• Serve as a liaison between funder and other Catalight departments.

• Assess risk and escalate high risk clinical concerns to supervisor as needed.

• Review relevant reports and documentation as needed to complete investigative reviews, complaints or grievances.

• Familiarity with Care Path and BHT services provided by Catalight Care Services.

• As appropriate, coordinate with Clinical Care Team to ensure suitable BHT services.

• Follow care plan through effective health coaching and risk management.

• Complete documentation regarding all interactions with clients, providers, and interdisciplinary teams using appropriate systems and procedures in a timely manner, per agency policies.

• Participate in special projects and assist with additional duties or tasks as assigned by supervisor.

• Take initiative to Investigate issues and make decisions independently.

QUALIFICATIONS

Minimum Education, Experience & Training Equivalent to:

• Master's degree from an accredited college or university in social work, marriage family therapy or counseling is required.

• Licensed Clinical Psychologist, LCSW, LMFT or LPCC preferred.

• 1+ years of related professional experience working with children with autism spectrum disorders ("ASD") and/or other related developmental disabilities in a multi-disciplinary team setting preferred.

• Demonstrated expertise in crisis management.

Knowledge & Skills:

• Sensitivity to working with an ethically, linguistically, culturally, and economically diverse population.

• A commitment to the values of the organization while demonstrating good judgement, flexibility, patience and discretion when dealing with confidential and sensitive matters.

• Demonstrate active listening and detailed note taking simultaneously.

• Must be highly detailed-oriented and have excellent follow-up/follow through.

• Excellent de-escalation skills

• High level of interpersonal and conflict resolution skills

• Experience with motivational interviewing

• Resourceful and capable of navigating complex situations.

• Aptness to professionally communicate in a concise manner both verbally and in writing, with a diverse audience.

• Approach situations using empathy.

Physical Requirements:

• Must be able to stand or sit for extended periods of time, stand for up to 6-8 hours a day.

• Frequent speaking and listening (50%) to clients, staff, and other professionals in meetings and on the phone.

• Frequent sitting and maintaining close visual attention to write reports and work at the computer.

• Visual and auditory ability to work with clients, staff and others in the workplace continuously.

• Ability to utilize computer and cell phone.

• Must be able to communicate effectively within the workplace, read and write using the primary language within the workplace.

CONDITIONS OF EMPLOYMENT

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.

• Ability to obtain and maintain clearance through the Office of Inspector General.

• Must attend all required training.

#Catalight

Time Type:

Full time

Compensation:

$85,000 - $115,000

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.

Catalight is an equal opportunity employer.