CALL CENTER SPECIALIST - Universal Health Services : Job Details

Responsibilities

Clarion Psychiatric Center offers inpatient treatment for adults with moderate to severe psychiatric problems, inpatient crisis stabilization for children and adolescents, and a Partial Hospitalization Program for school-aged children. Our recently expanded 112-bed inpatient program has 4 units. For over 30-years, Clarion has provided the community a compassionate and respectful therapeutic environment with an emphasis on strong teamwork.

Clarion Psychiatric Center is a STAR LRP-approved facility. STAR LRP is Substance Use Disorder Treatment and Recovery Loan Repayment Program, and is intended for individuals working in either a full-time substance use disorder (SUD) treatment job that involves direct patient care in a county where drug overdose death rates exceed the most current national average overdose death rate per 100,000 people, as reported by the CDC; or Mental Health Professional Shortage Area. As such, staff with 6 or more years of service would be able to have their student loans paid off (up to $250,000). RNs and LPNs qualify.

Much more available online at:

Benefits for our Staff:

* Shift Differentials, Bonus shifts & Holiday Pay

* Excellent Paid Time Off Program

* 401(K) with company match and discounted stock plan

* Excellent Medical, Dental, Vision and Prescription Drug Plans

* Free Life Insurance and Long-Term Disability

* SoFi Student Loan Refinancing Program

* Career development opportunities within UHS and its 300+ Subsidiaries!

If you would like to learn more about the Call Center Specialist position before applying, please contact Morgan Smith, Director of Assessment and Refferals at [email protected]

Clarion Psychiatric Center is a subsidiary of Universal Health Services, one of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $11.6 billion in 2020. In 2021, UHS was again recognized as one of the World's Most Admired Companies by Fortune; in 2020, ranked #281 on the Fortune 500; and listed #330 in Forbes ranking of U.S.' Largest Public Companies. Headquartered in King of Prussia, PA, UHS has 89,000 employees and through its subsidiaries operates 26 acute care hospitals, 334 behavioral health facilities, 39 outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 38 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.

Notice

At UHS and all subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates with matching skillset and experience with the best possible career at UHS and our subsidiaries. We take pride in creating a highly efficient and best in class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail etc. If you feel suspicious of a job posting or job-related email, let us know by contacting us at: or 1-800-###-####

Qualifications

POSITION SUMMARY

As directed by the Director of Assessment and Referral, the Call Specialist coordinates admission functions, provides crisis intervention services to potential patients (by gathering telephonic information and scheduling no charge assessments), collects data (from Inquiry Calls, assessments, etc.), inputs information into Med Series 4 in a timely manner, and assists in coordination of residential admissions.

QUALIFICATIONS

Education / Experience: A minimum of three (1) years' experience in a psychiatric or mental health setting, with direct experience in call management and customer relations. A Bachelor's degree in a mental health related field preferred and /or an accredited nursing program required and currently licensed by the state of Pennsylvania to practice as a Licensed Practical Nurse required.

Additional Requirements: Successful completion of all credentialing requirements including but not limited to education and credentialing within 30 days from date of hire. CPR/AED certification and successful completion of Crisis Prevention Training (CPI) required. Must possess good verbal and written communication skills. May be required to work overtime and flexible hours.

A&R CALL SPECIALIST JOB RESPONSIBILITIES

* Completes admission paperwork per policy timeframes according to CPC policy, HIPAA and Joint Commission guidelines.

* In the absence of a Clinician, will perform intake assessment for individual seeking help. Assessment will be reviewed and signed off on by Director, Assistance Director or Clinician.

* Makes all necessary arrangements for admissions and collects pre-admission data and ascertains insurance coverage via Business Office and Utilization Review.

* Completes the admissions process by entering required data into the Health Management System, making patient nameplates, maintaining face sheets, taking identifying photos of each admitted patient; Completes and distributes in a timely manner per policy.

* Orients patient and family regarding admitting procedures & patients rights; Answers general questions concerning the facility & services provided.

* Consults with appropriate clinical staff when considering a patient admission to assure clinical standards concerning admissions are met. utilizes department tools and policies provided

* Receives inquiry contacts and provides general information concerning treatment programs, and schedules evaluations/consultations as well as conducts them when appropriate.

* Maintains accurate records of inquiries and follow-up activities through admission.

* Gathers and analyzes information regarding patients and referral sources and utilizes appropriate referral source information.

* Performs problem solving and decision making in a logical and deliberate manner utilizing available resources.

* Compiles admissions data and prepares reports of inquiry activity and utilization.

* Assesses age-related information regarding the patient.

* Exhibits knowledge of patient rights, advance directives, adult and child abuse laws, and emergency involuntary detention.

* Knowledgeable of seclusion and restraint systems utilized with regard to children, adolescents, adults and older adults.

* Knowledgeable of behaviors and deviations of behaviors consistent with developmental stages of children, adolescents, adults, and older adults.

* Perform other related duties and responsibilities incidental to the work described herein and as determined by Hospital Administration to be necessary for the effective operation of the facility.

COMPETENCIES, KNOWLEDGE, SKILLS AND ABILITIES

THIS SECTION DESCRIBES WHAT KNOWLEDGE, SKILLS AND ABILITIES AN EMPLOYEE IN THIS POSITION SHOULD CURRENTLY POSSESS. THIS LIST MAY NOT BE COMPLETE FOR ALL KNOWLEDGE, SKILLS AND ABILITIES REQURIED FOR THIS POSITION.

* Knowledge of patient rights, advance directives, adult and child abuse laws, and emergency involuntary detention.

* Organizational and interpersonal communication skills.

* Skill in organizing and prioritizing workloads to meet deadlines.

* Ability to communicate effectively, both orally and in writing, with patients, co-workers, and other hospital customers.

* Ability to adhere to safety policies and procedures.

* Ability to operate in an environment in which ambiguity, uncertainty, and continuous change exist

* Ability to use good judgment and to maintain confidentiality of information in accordance with HIPAA guidelines and standards.

* Ability to work independently as well as a member of a team.

* Ability to demonstrate tact, resourcefulness, and patience in a fast-paced environment.

* Ability to accept direction, adhere to policies and procedures, and meet required deadlines.

* Ability to recognize the importance of adapting to the various patient age groups (children, adolescent, adult and geriatric).

* Ability to maintain professionalism in all situations.

PHYSICAL, MENTAL, AND SPECIAL DEMANDS

THIS SECTION DESCRIBES HOW AN EMPLOYEE IN THIS POSITION CURRENTLY PERFORMS THE ESSENTIAL FUNCTIONS OF THIS POSITION. MODIFICATIONS TO THE MANNER IN WHICH THIS JOB MAY BE PERFORMED WILL BE REVIEWED ON A CASE BY CASE BASIS.

* Ability to stand or walk up to four hours, sit for up to four hours.

* Ability to occasionally push/pull wheeled carts from 200 lbs. with assistance (i.e. crash carts, patient on stretchers or in wheelchairs).

* Ability to frequently lift and carry up to 10 pounds (i.e. charts, patient's belongings) and occasionally lift and carry up to 100 pounds with assistance.

* Ability to see well enough to read written materials.

* Ability to discern a variety of odors.

* Ability to handle hazardous/infectious waste on an occasional basis and respond to exposure to blood and body fluids.

* Ability to work in an environment where the noise level is frequently high; where chemicals are frequently used in cleaning; where mechanical and electrical hazards may occasionally be present; and where dust, mist and steam are frequently generated in housekeeping tasks.

* Ability to be present at the facility.

MACHINES, TOOLS, EQUIPMENT, AND OTHER WORK AIDES:

THIS SECTION DESCRIBES THOSE MACHINES, TOOLS, EQUIPMENT, AND OTHER WORK AIDES AN EMPLOYEE IN THIS POSITION MUST BE ABLE TO USE.

* Computer and various software packages

* Telephone and paging system

* Fax Machine (CONCORD)

* Medical records

* Copy machine

* Policies, procedures, plans and program manuals

* Security Wand

* Vitals Machine

* Breathalyzer