Clinical Outreach Specialist

Description

 Clinical Outreach Specialist Department: Quality Management Date: Supervisor: Quality Management Behavioral Health  Manager   Position Overview: Empower. Unite. Care. The QM Clinical Outreach Specialist (OS) is expected to assist  members in their Behavioral  Health recovery through direct contact to ensure that they are connected to clinical care and other community  resources.  The OS is responsible for telephonically outreaching members who were recently discharged from Inpatient Care, Emergency Rooms and Outpatient Programs w/ a principal Behavioral Health diagnosis. The OS will be conducting a bridge visit where they assess the member’s current state, review their discharge plan and  assist in connecting them to appropriate aftercare services. The OS will also work collaboratively with other  teams, such as Behavioral Health Case Management, to ensure the needs of our members are met.  To succeed in the role, candidates must be: • self motivated and able to work in a fast-paced, dynamic work environment  • possess strong attention to detail and technical abilities • organized and able to meet deadlines • demonstrate strong communication skills Scope of Role & Responsibilities: • Assists members in accessing post-discharge aftercare related appointments/rescheduling  new appointments. • Interfaces with members and Behavioral Health or Medical Case Management staff to  coordinate aftercare activities. • Meets the daily expected call volume and number of bridge visits. Self-monitors  productivity and accepts supervision towards a high level of member care. • Maintains accurate and complete documentation of required information in compliance  with risk management and regulatory requirements.  • Responsible for producing reports and presenting activity results to stakeholders. • Performs other departmental duties and participates in special/ad-hoc projects as assigned. • Collaborates with other MetroPlus teams to yield optimum outcomes. • Delivers crisis and emotional support when needed during telephonic outreaches. Ability to  de-escalate crisis/utilize crisis intervention techniques and motivational interviewing before  bridging to proper crisis services.  • Shares observations and provides feedback regarding workflow to ensure continuous  quality improvement. Required Education, Training & Professional Experience