GENERAL SUMMARY:
The Access Center Shift Supervisor performs the duties of the Access Center Clinician by assisting with initial triage and assessment, facilitating the admissions process, serving as a resource about internal and external services, assisting with security and patient behavioral management, and providing crisis intervention services. In addition, the Shift Supervisor supervises and coordinates access and triage services for the assigned shift in compliance with established policies and procedures. Manages assignment of staff to provide safe, effective quality care services.
DUTIES AND RESPONSIBILITIES:
- Triages requests for service, providing prompt assistance to all requests in relation to their urgency.
- Documents all requests for service using computerized inquiry functions.
- Maintains a knowledge base of insurance/managed care processes related to pre-certifications and authorizations, and completes these as required.
- Utilizes a structured interview tool to conduct an in-depth clinical assessment, and documents this using approved WellSpan Philhaven evaluation forms.
- Determines appropriate level of care based on the patients history, psychosocial history, clinical presentation, and funding situation.
- Instructs and assists the patient and patients family in completing all necessary paperwork, and witnesses signatures as necessary.
- Works cooperatively with program staff to transition the patient to the program, and participates in the conference call with the psychiatrist as necessary. Provides a summary of pertinent clinical information and special needs as a part of this process.
- Interacts with all patients and family members with an awareness of confidentiality requirements and patient rights issues, and sensitivity to the patients and familys level of distress and needs.
- Assists licensed individual practitioners with initial assessment of patients as they enter triage services; including dictation of assessment activities.
- Completes all necessary procedures and/or documentation to have treatment authorized by 3rd party payers.
- Completes all necessary procedures and /or documentation necessary to refer patients to other levels of care when appropriate, and / or to other types of service when needed.
- Communicates with and coordinate care with other providers or agencies who may be working with the patient including, but not limited to, the primary care physician, the school, Probation & Parole, Children & Youth, attorneys, and clergy.
- Supervises/organizes the shifts workflow, and gives direction to Access Center Counselors and Clinicians as necessary to facilitate and prioritize workflow.
- Provides support to and assists staffs in problem solving to determine a preferred course of action in dealing with difficult situations.
- Provides Access Center staff with timely feedback regarding their performance and clarification of work expectations.
- Provides satisfactory customer services to patients, families and personnel by assessing complaints or grievances on assigned shift and appropriately documenting for proper follow up.
- Supervises assigned staff providing verbal and written feedback regarding job performance issues to assist in ongoing personal and professional development.
- Completes core competency assessments and formal performance evaluations for assigned staff prior to due dates.
- Participated in the interviewing and selection of new staff; conducts departmental orientation for new hires as required.
- Maintains an accurate and up-to-date awareness of WellSpan Philhaven programs and services, and provides this information to patients as requested.
- Maintains an awareness of community resources and provides this information to patients as requested.
- Serves as an initial contact for internal emergencies, administrative concerns, and public relations issues, and directs these contacts to the appropriate WellSpan Philhaven staff.
- Maintains an awareness of campus security issues, conducts security rounds and campus drive-through as scheduled, and communicates with other WellSpan Philhaven staff as necessary.
- Maintains an awareness of WellSpan Philhavens admission criteria and the Mental Health Procedures Act, and serves as a resource for other WellSpan Philhaven staff concerning appropriateness for admission and mental health legal requirements.
- Maintains a knowledge base of behavioral management techniques and assists in behavioral management emergencies throughout the campus. Provides leadership at the Command Center during internal and external emergencies.
- Completes training as a designated Mental Health Delegate to initiate involuntary commitments as needed.
- Completes necessary training and provides telephone crisis services when primary Crisis Intervention Counselor is not available.
- If requested to do so, completes the necessary training and serves as a primary Crisis Intervention Counselor when required.
- Performs hospital security and safety duties in line with guidelines outlined at the basic training level of the International Association of Healthcare Safety and Security.
Required Skills
- Excellent human relations, customer service, and oral/written communication skills; visual ability to review and prepare written information and to observe patient behavior; analytical ability; ability to provide counsel; a moderate level of physical prowess
- Must possess a valid driver’s license in the current state of residence; knowledge of and ability in the care and handling of patients in all age groups
Required Experience
- Minimum Education - Master’s Degree
- Minimum Experience - Two or more years of mental health and professional working experience
- Min Field Of Expertise - Psychology, social work or related field of study
- Required Certification- Must have upon hire or obtain certification as security officer through the International Association of Healthcare Safety and Security at the Basic Training level within 16 weeks of employment. Current certification must be maintained.