Clinical Support Staff

Job Summary: Under the direction of the Manager, Evaluation and Referral to Treatment, the Clinical Support Staff (CSS) perform a wide range of data collection and coordination of referrals received from all referral sources.

The primary responsibility is for the efficient and effective processing of referrals, communication with referral entities, and coordination and support of the Bed Placement Nurse, LICSW's and ERT Leadership. The Clinical Support Staff receive referrals and assists in all phases of the referral process including data gathering for entry into the computer system, ensuring the information received from the referral source is complete and accurate, and appropriate hand off to various ERT Clinical, Leadership, and Support team members. Utilizing the Call Intake functionality within the HCIS system, the Clinical Support Staff enter and ensure all required information is appropriately documented so that physicians, nursing, social workers, nurse supervisors, and various other clinical team members have everything they need for easy and accurate referral management. The CSS is an ambassador for the Retreat and exemplifies excellence in customer service to all patients, families, referral sources, and internal staff.

QUALIFICATIONS:

1.Associate Degree or above in a related health care field is preferred. High School diploma or equivalent (GED) is

required. Strong and relevant customer service backgrounds will also be considered.

2.A minimum of three (3) years previous admission/registration/referral management experience in a large, complex

psychiatric, acute care, or multi-physician group healthcare setting preferred.

3.A minimum of two years' experience working in a behavioral health environment preferred.

4.A strong, out-going, empathic presentation with the ability to obtain sensitive information from patient's in crisis is an

absolute must.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core Leadership Standards & Competencies

The Clinical Support Staff (CSS) receives and processes all referrals for treatment to the Retreat and performs the duties to appropriately document and route the information.

The CSS answers calls and other referral sources and gathers demographic and insurance data via fax, phone, and while serving walk-in's and enters the information into the Netsmart/Avatar Call Intake functionality appropriately and accurately.

Responsible to appropriately transition referral fax's, calls, and walk-in to the LICSW for diagnostic screening and schedules patients for a screening assessment as directed by the LICSW.

Responsible to call hospitals and other referral sources to facilitate referrals and provide customer service for those sources who need to place patients.

Responsible to appropriately transition referral fax's, calls, and walk-in referrals to the Bed Placement Supervisor for patients being admitted to the Inpatient Units and provide support as needed.

Responsible to serve walk-in patients by completing the Call Intake process and referring to the LICSW appropriately.

Responsible to review involuntary patient's paperwork, insure that it is in order, interface with pertinent State agencies to foster collaboration, report admissions of involuntary patients to the Legal Department, relevant Retreat staff and other personnel as required.

Responsible to perform census management related tasks as requested by the Bed Placement Nurse Supervisor, for example matching patient admissions to available beds.

Schedules patient follow up appointments for the LICSW for Assessments or Bed Placement Nurse Supervisor for Inpatients as needed based on criteria received. Arrange transportation to and from the Retreat as needed

Completion of all appropriate admissions paperwork with the patient or responsible party. For example, school packets, Medicare forms, releases, Consents, etc.

Provide patient and/or referral sources with accurate information about the Brattleboro Retreat's programs and the overall admissions process utilizing the provided Program List.

Provide referral information to patients and/or referral sources when appropriate. For example, regarding referrals for treatment options for programs not offered at Brattleboro Retreat

Knowledgeable regarding the procedure to follow for admissions of Minors when no legal guardian is present.

The CSS team are responsible to collaborate and communicate with Patient Access Services Representative to transition from a referral to a pre-admit and/or admit to ensure appropriate hand off and timely processing of the admissions either inpatient, ambulatory or clinic.

Demonstrates initiative, and the ability to work with others. Displays professional judgment that employs critical thinking. Maintains a customer service focused presentation in all of his/her interactions with all outside individuals.

Demonstrates commitment to the Brattleboro Retreat's compliance and integrity program with no violations of policy regulation or statute. Work reflects integration of the Brattleboro Retreat's core values. Attends required compliance trainings and updates.

Maintains confidentiality of all patient information and has an up to date working knowledge of all HIPPA regulations.

Provides notification of admission to the patient's primary care Physician, and, referral source.

Evening

FTE 1/40 hours