- Professional
- Office in Tempe
Front End Shift: Sunday-Tuesday and every other Wednesday 0645am-0715pm
The Crisis Operations Specialist plays a crucial role in ensuring the timely distribution of dispatch requests from all contracted hospitals to crisis counselors, coordinating patient transfers, and maintaining clear communication with outside agencies to provide the appropriate level of care for each client. CPR is committed to making diversity, equity, inclusion, and belonging integral to our daily operations. We employ talented, diverse, and creative individuals and are dedicated to ensuring equitable treatment across all levels of our organization.
Knowledge and Skills
Professional, clear, calm, and sensitive communication at all times.
Exceptional multi-tasking skills to handle multiple competing tasks effectively.
Proficiency in phone and computer handling, with a high level of attention to detail and accuracy.
Typing by touch to ensure efficient and accurate documentation.
Background in customer service, crisis support, or behavioral health.
Ability to work both independently and collaboratively within a growing team.
Ethical and honest behavior, consistently applied in daily activities.
Duties
Core Responsibilities:
Answer all calls promptly and professionally during scheduled shifts.
Distribute dispatch requests to crisis counselors fairly and in a timely manner.
Facilitate patient transfers by distributing referral packets to receiving facilities via electronic fax.
Update hospital staff regarding the status of patient transfers throughout each shift.
Maintain documentation of all coordination activities accurately in the appropriate systems.
Verify benefits and active insurance for potential clients using web portals.
Upload documentation in client charts and update patient demographic and insurance information as needed.
Conduct pre-admission screens with prospective clients to build rapport and gather necessary information for the clinical/medical team.
Additional Responsibilities:
Assess callers for danger to self/others and determine appropriate actions.
Provide education to families and potential clients struggling with addiction during calls.
Conduct outreach to clinical departments to request information and documentation.
Ensure compliance with HIPAA privacy and confidentiality regulations.
Cross-train in Client Engagement Specialist responsibilities for as-needed coverage.
Assist in training new hires and staff.
Complete follow-ups on the transfer board regularly throughout each shift.
Address customer concerns in a professional and effective manner.
Provide feedback to improve coordination of care and resolve barriers to patient transfers.
Qualifications and Education Requirements
Associate’s degree or bachelor’s degree preferred.
Behavioral Health Technician (BHT) qualification required.
Experience in behavioral health client care or working with individuals with substance use disorders is preferred.
