Crisis & Referral Specialist

About the Role

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.

The Crisis & Referral Specialist 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.
• Ensures compliance with all HIPAA, OSHA, and other federal, state, and local regulations.

Minimum Requirements

Requires a HS diploma or the equivalent and a minimum of 1 year of experience in behavioral health or a minimum of 6 months 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

• BS/BA degree in a mental health or other human services field and two years of experience working directly with individuals in need of behavioral health services strongly preferred.
• Call Center experience preferred.
• Crisis experience preferred.

Key skills/competency

• Crisis Intervention
• Behavioral Health
• Telephonic Support
• De-escalation
• Screening and Assessment
• Documentation
• HIPAA Compliance
• Customer Service
• Case Management
• Problem-Solving