Crisis Specialist I

Work Location: Remote - Must live in Arizona 

Positions are full-time with opportunities for shift differential based on 1st, 2nd, or 3rd shift schedules.  

The Job/What You’ll Do:

The Crisis Specialist I is responsible for receiving, responding to, and triaging crisis and healthcare requests. Screens and triages incoming requests, completes an assessment and intervention, ensures safety, coordinates care, and documents the interaction in an electronic health record (EHR). Promotes and maintains an organizational culture that is focused on Solari’s core values. This is realized by demonstrating the following outcomes: safety, recovery and resiliency, engagement, crisis assessment and intervention, hope, efficiency, quality, accuracy, and service excellence.

Responsibilities:

• Respond to incoming contacts and requests for crisis and healthcare services across all contracts within the scope of employee work; completes outbound calls, emails, text or chat to effectively coordinate care and resolve crisis situations; operates with accuracy, compassion, and efficiency.
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
• Screen and triage incoming crisis requests, resulting in safety and crisis resolution; effectively use the risk assessment tool to guide crisis intervention based on acuity and risk.
• Utilize knowledge of healthcare industry standards and clinical assessment and intervention skills, resulting in crisis or contact resolution.
• Provide health education and community resources based on the intervention provided.
• Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure at Solari for of new contracts, suicide intervention and prevention, the behavioral health and medical healthcare systems, Medicaid or Medicare managed care, mental health and diagnostics, community resources, effective communication, active listening, speech analytics, contact center industry standards, and recovery and resiliency practices.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record in accordance with policies, procedures, and industry or organizational standards of practice.
• Adhere to call center policy and procedures.
• Other duties as assigned.

Knowledge, Skills, Abilities:

• Critical thinking and effective decision-making for managing high-acuity crisis requests, and decision-making skills that facilitate safety and crisis resolution.
• Demonstrates clear/concise/logical verbal and written business communication.
• Plans effectively and adjusts effectively to new processes.
• Builds and maintains collaborative relationships.
• Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice; this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources;
• Demonstrates knowledge of the Medicaid behavioral health adult and children’s systems in states where Solari has crisis contracts (e.g. Arizona);
• Demonstrates concurrent management of multiple tasks and deadlines.

Education & Experience:

• Minimum GED/High School diploma AND four (4) years of full-time behavioral health work experience required
  • Or a comparable combination of education/experience and/or training will be considered equivalent to the education (Master’s degree / Bachelor's degree + 1 year BH experience / Associate degree + 2 years BH experience)
• Behavioral health professionals preferred
• Contact/Call Center experience, preferred

Work Location: Remote - Must live in Arizona

Wireless (Wi-Fi) connection is not permitted for this position; you must be connected to your home internet modem/router with Ethernet cabling (Cat5e or better - this can be provided to staff as needed)