Job Description

Job Title: Engagement Specialist

Department:

Centralized Patient Access

Reports To:

Client Access Manager

FLSA Status: Non-Exempt

Summary

This is an ancillary clinical position involving regular telephone contact with consumers, hospital discharge planners, physicians, nursing home social workers and other social service representatives. Telephone screenings are conducted to determine if consumers meet admission criteria. This position involves assessing a consumer's needs, verifying insurance benefits, and linking with appropriate services. The responsibility also includes resolving mental health crisis situations by triaging the situation and linking with appropriate service

Requirements and Duties

Telephone Screening includes the interviewing of consumers for the purpose of determining program and insurance eligibility. Present agency programs by welcoming and providing an agency overview. Provide Managed Comprehensive Provider Network (MCPN) enrollment information when appropriate. Identifies insurance coverage and financial status to determine private insurance or Medicaid coverage. Identifies consumer needs and request for services Refers to appropriate agency program via electronic referral. Triage crisis calls and link with appropriate services. Determines eligibility for additional community/state and federal entitlements. Refers to appropriate outside agency and other community resources if determined via telephone interview consumer does not meet admission criteria. Records basic demographic, clinical, and financial information on agency electronic record. Informs appropriate supervisor and staff of referral for services. Consults with appropriate professional staff including giving feedback regarding consumer information. Follows through with assigned tasks as directed by supervision. Participates in supervisory meetings.

Work Environment

Works in an office environment and uses a computer, telephone and other office equipment as needed, to perform duties. The noise level in the work environment is typical of that of an office with infrequent contact with customers. Work location may vary as needed. Locations include but may not be limited to other offices, public areas, clinics or shelters, with varying levels of noise, and exposure to staff, consumers and the public. Bends, stoops and reaches in order to file, search for and retrieve records and documents. Manual dexterity and regular fine-finger and hand/wrist motions are required for operating a keyboard, writing and filing. Seeing/vision, talking/speaking and listening/hearing are continuously required. Frequently required to stand during working hours. Frequently required to sit, walk or drive.

Requirements

Qualifications :

3 years' experience in a fast-paced call environment and/or documentation role. Experience working with the public (i.e. call center, helpdesk, etc.) Bachelor's degree preferred, or BA/BS is acceptable in lieu of abovementioned professional experience. Experience in Human Services preferred Good verbal and written communication skills. Intermediate documentation, data entry and computer skills needed.

Required Skills/Abilities:

Excellent verbal and written communication skills. Proficient in Microsoft Office Suite or related software. Experience working remotely and proficient with software/tools related to remote work. Experience working with data in all forms including electronic formats and databases. Ability to interact with staff, students, parents, and visitors at school while remaining professional, polite, and courteous.

E.E.O.C. Statement

The above elements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties of personnel so classified, or a contractual commitment, and NSO retains the right to amend or revise this job description at any time.


NSO is an Equal Opportunity Employer and is committed to excellence through diversity and considers candidates without regard to sex (including pregnancy related conditions) genetic information, race, color, weight, height, religion, nation ,origin, citizenship, age, disability, martial or veteran status, misdemeanor arrest record, sexual orientation, transgender status or gender identity or any other legally protected status