- Professional
Schedule: Monday - Friday, 8 am - 4:30 pm
Remote
Position Summary
A SMI Evaluation Coordinator will be responsible for screening all evaluation requests to ensure they are eligible based upon set guidelines before scheduling and/or dispatching such requests. They will ensure contractual timelines are met for scheduling and coordinate with hospitals, other referral sources, clients, their advocates, and the RBHA as needed to handle all customer service needs, upholding the highest professional standards. The coordinator will participate in the day to day operations of the department and complete other duties as assigned.
At CPR, we are committed to making diversity, equity, inclusion, and belonging an integral part of our daily operations. We strive to hire and retain talented, diverse, and creative individuals, and we are dedicated to ensuring equitable treatment by promoting fairness and respect at every level of our organization.
Knowledge and Skills
Communication skills: Due to the nature of our business, the tone and manner in which we communicate is a vital part of customer relations and the continued success of the company. Communication must be professional, clear, calm, and sensitive at all times regardless of the circumstances.
Multi-tasking skills: Must develop and demonstrate superb multi-tasking skills to effectively accomplish multiple required and competing tasks.
Phone and computer literacy: Must maintain phone and computer handling skills. Clear and concise, written and verbal reporting is necessary in order to properly document coordination, complete dispatch requirements, communicate via emails, and determine schedules.
Other skills: A background in customer service, behavioral health, and/or crisis, email etiquette, initiative, and the ability to work effectively, both independently and as a member of a growing team.
Primary Duties and Responsibilities
Answering all calls and responding to emails in a timely and professional manner.
Immediate response to all email evaluation requests so that referral sources can confirm receipt.
Responsible for screening all incoming evaluation requests to ensure they are eligible for a new evaluation.
Create all referrals in CPR’s electronic medical record system, documenting the action plan (to be scheduled, referral was canceled and why, etc).
Begin outreach efforts to schedule routine evaluation appointments, ensuring proper documentation of each attempt.
Distributing emergent evaluation requests to evaluators equitably and in a timely manner with attempts to keep staff in their geographical location when possible.
Communicate any cancellations, late arrivals immediately with the assigned evaluator via phone call/text or email.
Confirm next day routine appointments, documenting efforts in the scheduling system.
Demonstrate ability to assess for risk (Danger to self/others, acute psychosis, etc) and determine course of action (i.e. Enlist supervisor’s assistance, warm transfer to the Maricopa Crisis Line via Solari).
Handle all customer service issues promptly and courteously with the highest regard to CPR’s core values.
Communicate customer service concerns to direct supervisor, while utilizing other supervisor’s support when direct supervisor is not available.
Communicating with team members, other internal staff, and outside sources to ensure the best coordination of care for each individual
Check Evaluations Scheduling Team and personal voicemail throughout the day, returning calls within the business day.
Check personal email during all scheduled work days and respond, when applicable, each business day.
Cross-train to provide support and coverage for other Evaluation’s administrative positions.
Communicate PTO requests and call outs to your direct supervisor.
Keep ATC and Fiscal reports updated daily.
Complete NonSMI, T19 follow-ups as required.
Complete outreach to clients/hospitals or other involved parties to obtain ID and Lawful presence documentations upon notification from the RBHA or when an SMI Evaluator sends an NED (No Eligibility Documentation) on a COE or PreSMI member. Update outreach spreadsheet daily, ensuring all required outreach attempts are made and documented on the spreadsheet, as well as CPR's EMR, within the 45 day window.
Other duties as assigned
Qualifications and Education Requirements
High School diploma required, plus 4 years of behavioral health experience.
Associate’s degree, plus 2 years of behavioral health experience, or bachelor’s/master’s degree in the area of behavioral health.
Qualify as a Behavioral Health Technician (BHT)
