Triage Coordinator

Company Name:
Advocates, Inc.
Founded in 1975 by a group of volunteers providing patient rehabilitation services on the grounds of Westborough State Hospital, Advocates is now one of the largest human services organizations in the state. Today, Advocate employs over 1000 staff members and serves 20,000 individuals at over 100 sites across Eastern and Central Massachusetts.
Our commitment to meeting the needs of individuals facing diverse life challenges has given rise to a broad range of community based services, including: Residential Supports, Outpatient Mental Health, Outpatient Addiction, Psychiatric Emergency Services, Home-Based Services for Children and Families, Community Justice, Family Supports, Employment and Vocational Services, and Day Habilitation.
Services are designed to meet the unique needs of elders, families and individuals with mental health challenges, addiction, developmental/intellectual disabilities, autism, brain injury and other life challenges. Advocates is a nationally recognized provider for adults with Prader-Willi Syndrome, Deaf and Hard of Hearing adults with disabilities and individuals with developmental and co-occuring mental health needs. Our culturally sensitive programs and supports serve individuals and families from diverse backgrounds.
At the heart of all Advocates services is a commitment to partnering with the individuals we support and, where appropriate, their family members, so that they can lead full and satisfying lives of their own design. We practice a person-centered approach that respects the unique needs, wishes and abilities of each individual.
Advocates is an EOE/D/F/M/V.
The Triage Coordinator will develop and implement a system for triaging requests for service, in collaboration with the team to determine the most appropriate response to individuals in crisis, and assist clients by helping them identify and access resources for treatment.

Essential Functions:
1. Develop, implement, and maintain a triage system for all requests for service made to PES, Jail Diversion Program, BHMS, and Evaluation and Referral Service.
2. Maintain updated census information for Metro West Medical Center psychiatric units, Advocates CSP, and information on other community resources.
3. Responsible for responding to calls received on the Nextel phone.
4. Determine the most appropriate response to clients in crisis in collaboration with the team.
5. Develop and maintain a thorough knowledge of managed care and health insurance systems; provide other clinicians with managed care information and resources pertinent to the crises being managed.
6. Provide shift reports to other team members so that clinicians are updated regarding pending cases, clients in CSP, and requests for service.
7. Provide information on treatment and referral services.
8. Assist with obtaining pre-certification for all levels of intervention and treatment.
9. Assist in answering customer service inquiries.
10. Assist in managing medical records systems, medical records requests, and releases of information.
11. Assist in the billing of crisis intervention services.
12. Maintain necessary documentation, statistics, and clinical records in accordance with program requirements.
13. Contribute to maintenance and management of Caretrak database.
14. Develop a working knowledge of the internal billing procedures and managed care requirements.
15. Remain alert at all times throughout the scheduled shift.
16. Attendance at supervision and staff meetings.
17. Ensure that individuals receiving services are treated with dignity and respect in accordance with Advocates Human Rights Policy.
18. Adhere to all principles related to the Advocates Way.
19. Perform all duties in accordance with the agency's policies and procedures.
20. Strictly follow all agency Performance Standards.
1. Bachelor's Degree in social work or in human services or health care related field.
2. Two years of mental health or emergency service experience.
3. Ability to develop and maintain satisfactory working relationships with employees and providers.
4. Strongly prefer that a candidate will have a demonstrated understanding of and competence in serving culturally diverse populations
5. Ability to communicate effectively verbally and in writing.
6. Ability to read and speak English.
7. Sensitivity to the needs of the population.
8. Commitment to Advocates values and mission.
9. High energy level, superior interpersonal skills and ability to function in a team atmosphere.
10. Must adhere to all professional ethics.
11. Must have valid driver's license and access to auto.
12. Must be able to perform each essential duty satisfactorily.
Monday - Friday, 9:00 am - 5:00 pm

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