Client Support Specialist chez Upper Manhattan Mental Health Center Inc

Description

EMMA L. BOWEN COMMUNITY SERVICE CENTER

Also known as

UPPER MANHATTAN MENTAL HEALTH CENTER, INC.

The Emma L. Bowen Community Service Center is seeking a Client Support Specialist this position is a terrific opportunity for someone to gain additional experience and make a difference in the lives of our clients.

For over 45 forty-five years, our organization has provided mental health and holistic services in northern Manhattan for families, children, adolescents, and other adults including the elderly in a supportive and caring environment. We also have an out-patient and residential substance abuse program as well as a Therapeutic Preschool for 3-5 year olds. 

Upper Manhattan Mental Health Center is a Certified National Health Service Corps (NHSC) site.

For additional information about our organization and programs, please visit us on our website at www.bowencsc.org.

                                                                      JOB DESCRIPTION 

JOB TITLE:    Client Support Specialist

LOCATION:  Intake Department

HOURS:        In person, Monday- Friday, hours may vary; final schedule to be agreed upon hire 

                      (9-5pm, 10-6pm, 11am-7pm & 12-8pm)

Job Overview: As a Client Support Specialist at Emma L. Bowen, you will be at the forefront of our mission to make   high-quality community behavioral health care accessible to all individuals.   The Client Support Specialist is responsible for engaging prospective and   current clients in agency services through the intake and scheduling process.   You play a crucial role by helping new clients navigate the intake procedures   and engage with providers in a seamless experience. Additionally, you will   serve as a compassionate support, ensuring our clients feel heard and   supported throughout their engagement with intake and scheduling of ongoing   services.

Key Responsibilities:

· Implement centralized intake and scheduling as   developed and directed by project manager and program director

· Ensure prompt contact with new clients,   schedule initial assessments and facilitate scheduling for ongoing service   appointments

· Obtain all client intake paperwork, making   sure all forms are completed at in-person intake appointment or sent/received   electronically to Telehealth clients; support clients who need assistance in   completion of intake packet

· Upload all new and existing client intake   information to client record in 10e11/ electronic health record

· Monitor, accept, respond to incoming phone calls, emails, texts,  and other inquiries for services; this includes oversight and monitoring of   Televox (reminder call system) and Nextiva (phone operations system)

· Adhere to workflow that ensures minimized   wait times for clients contacting the agency, and increased client engagement   and retention in services, as set forth by project manager and program   director

· Engage clients in use of brief screening tools   to determine their needs and appropriate clinical placement for ongoing care 

· Collaborate with clinical team to ensure rapid   engagement in services for high-risk clients (i.e. those recently discharged   from hospital) and report concerns for client well being immediately to   supervisor

· Maintain tracking system that monitors all   phases of client interaction from initial contact through treatment   initiation

· Develop ongoing collaborative relationships   and interactions with referral sources and maintain/monitor the tracking   system for all incoming and outgoing referrals

· Complete prior authorization for client   medication requests from medical prescribers as needed

· Follow all respective guidelines for HIPAA   and the management and oversight of Protected Health Information (PHI); always   maintain client confidentiality

· Complete ongoing training courses including but   not limited to: trauma responsive care settings, mental health first aid,   de-escalation strategies, compliance and regulations, mandatory reporter   training, electronic health record system training

· Additional   responsibilities may be assigned as required to complete and perform the   tasks of the position

 Compassionate, empathic perspective for individuals in Mental Health and Substance Use   Disorder Services

Reports to:  Program Director

Requirements

 Education and/or Work   Experience Requirements: 

• High School Diploma:   Associate or Bachelor’s degree in Human Services related field preferred
• Mental Health, First Aid Certification, or ability to complete upon hire
• Administrative Assistance, Customer Service, Human Service experience of at least 2 years
• Excellent communication skills
• Superb ability to utilize technology including but not limited to phone, email, fax, Electronic Health Record, Microsoft Office