Crisis & Referral Specialist Senior

Location: This is a fully remote position. Ideal candidates will reside within 50 miles of an Elevance Health PulsePoint office location.

A proud member of the Elevance Health family of companies, Carelon Behavioral Health, formerly Beacon Health Options, offers superior clinical mental health and substance use disorder management, a comprehensive employee assistance program, work/life support, specialty programs for autism and depression, and insightful analytics to improve the delivery of care.

We are looking for candidates to work on the New Hampshire Behavioral Health Help Line with knowledge of behavioral health social services and insurance systems, and a deep understanding of the factors that impact a person’s experiences in the mental health system, including but not limited to, race, ethnicity, gender identity, sexual orientation, language proficiency, religion, disability status, socioeconomic status, criminogenic risk, and history of trauma.
 

The Crisis & Referral Specialist Senior is responsible for screening, assessing, training and providing telephonic intervention/de-escalation for helpline callers using established protocols to determine an immediate course of action.

How you will make an impact :

• Takes inbound calls, texts and chats from individuals needing support, services, or who may be in crisis.
• Performs safety screenings and assessments to discern presence and acuity of risk to the safety of the individual or others.
• Uses information provided by the caller and obtained during the screenings and assessments to accurately understand the individual's needs and develop a plan of action in collaboration with the individual.
• Completes appropriate, timely, and accurate documentation of interactions in accordance with established criteria.
• Provides linkage follow-up as directed to assure individual accessed services.
• Coordinates with other agencies, organizations and individuals to insure optimal use of resources, services, and natural support systems.
• Train, coach and develop new team members as assigned.
• Monitors for trends in learning gaps, reports to leadership to inform possible changes in training materials.
• Staffs routine cases with associates.
• Participates in meetings with external agencies to inform the community about the work being performed by the team.
• Develops and maintains resource and referral database.
• Serves as Shift Ambassador, welcoming new associates, orienting them to operational responsibilities, connecting them with mentors.
• Responsible for checking staff starting and ending their shift, and other operational duties as assigned.
• Ensures compliance with all HIPAA, OSHA, and other federal, state, and local regulations.

Minimum Requirements:

• Requires a BS/BA degree in a mental health or other human services field; and a minimum of 3 years of experience in behavioral health or a minimum of 2 years of direct crisis experience to include screenings and assessments to determine appropriate interventions; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities & Experiences:

• Master's degree and 5 years of experience working directly with individuals in need of behavioral health services strongly preferred.
• Call center experience preferred.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance.