Direct Call Handling: handle calls and engage in screening and assessing callers, adhere to established protocols for conducting telephonic intervention and de-escalation, provide active listening, engage with callers and develop rapport
Supportive Role: in the absence of managers, support non-clinical call takers by staffing cases and providing guidance and clinical recommendations, monitor call volumes, track staff availability and call statuses
Serve as a resource to Clinical & Referral Specialists, assist with complex cases, participate in inter
and intradepartmental teams projects and initiatives, serve as key support to leaders in implementing operational processes
Conduct assessments to identify member needs and develop specific care plans, monitor and evaluate effectiveness

Requires MA/MS in social work counseling or a related behavioral health field or a degree in nursing, and minimum of 4 years of clinical experience in social work counseling with a broad range of experience with complex psychiatric and substance abuse or substance abuse disorder treatment
Current active unrestricted license such as RN LCSW LMHC LICSW LPC (as allowed by applicable state laws) LMFT LMSW (as allowed by applicable state laws) or Clinical Psychologist to practice as a health professional within the scope of licensure in applicable states or territory of the United States required
Experience in case management and telephonic and/or in person coaching with members with a broad range of complex psychiatric/substance abuse and/or medical disorders required
Managed care experience required
Licensed Alcohol and Drug Counselor is strongly preferred
Call center experience is strongly preferred
Crisis-related experience is strongly preferred

Crisis Clinician Lead

About this role