Access Coordinator
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Accentuate Staffing is recruiting for an Access Coordinator for an established Healthcare Organization in Morrisville, NC. This position provides a broad range of customer service functions to individuals that contact the Medicaid Managed Care Organization Access and Information Call Center such as providing general information regarding accessing services in the MCO catchment area, and on the various functions and processes of MCO departments and assuring consumers/guardians seeking routine services are referred to services or are transferred to licensed clinicians for clinical screening and triage.
Responsibilities:
- Complete routine screening and referral a timely manner.
- Answers and records routine Access and Information calls.
- Use standardized decision tools to effectively route calls as needed.
- Rapidly identify crisis calls and route to licensed clinicians.
- Ensures individuals calling regarding urgent and emergent mental health and/or substance abuse service needs are transferred to a licensed clinician to receive a comprehensive screening and appropriate referral for treatment.
- Routes incoming calls to appropriate MCO departments when inquiries cannot be adequately addressed at the Call Center level.
- Assists callers with addressing obstacles to accessing care and identifies available resources.
- Engages in follow-up activities to ensure consumers were seen for scheduled assessments and schedule aftercare appointments.
- Reschedules consumer missed appointments.
- Records consumer demographics in MCO consumer management system.
- Records grievances resolved and/or pending resolution.
- Receives, answers and records provider inquiries in MCO tracking system.
- Documents all incoming call activity in MOC tracking system.
- Reports patterns of atypical call and service seeking patterns to supervisor.
Requirements:
- Bachelor’s degree in a Human Services or related field
- Minimum of four years’ experience in a community, business or governmental program that delivers mental health support services (e.g., adults with mental illness, children with severe emotional disturbance, persons with developmental disabilities, adults and children with substance abuse disorders);
- Proficient with MS Office
- Former RN or LPN is a plus
- Experience working in a contact center environment
