Crisis Navigator

MISSION STATEMENT

"The mission of Polara Health is to provide accessible, compassionate, holistic healthcare that strengthens our community. We are an integrated behavioral healthcare provider with a wide array of holistic programs designed to meet our clients wherever they are on their journey to wellness. We serve more than 7500 children, youth, adults and seniors annually. Polara Health seeks to improve individual and community well-being by addressing the whole person."

POSITION SUMMARY

The Crisis Navigator manages the front desk services at the Crisis Stabilization Unit (CSU) and is an integral part of our crisis continuum of care.  The Crisis Navigator answers all incoming calls, greets walk-in clients, tracks and reviews prospective admission packets, works with the internal team and referring agencies on pre-admission processes to both the CSU and Windhaven Psychiatric Hospital (WPH). In-person and phone contact with clients and families in the clinic, referral sources and community partners including law enforcement agencies in a customer service manner is required.

ESSENTIAL RESPONSIBILITIES 

• Answer all incoming calls and respond to inquiries.
• Assists prospective guests and significant others in seeking crisis care services
• Monitors daily unit census for CSU and WPH to coordinate and streamline admission and/or registration of individuals to the units.
• Tracks and reviews incoming faxed admission referral packets for CSU and WPH against admission criteria.
• Triages referrals to the units for rapid admission and as needed initiates consult with crisis therapists, nurses, paramedics, or medical providers to determine appropriateness for admission and obtain admission orders.
• Coordinates pre-admission processes including transportation with receiving unit (WPH/CSU) staff and sending facility staff to streamline processes leading up to admission.
• Responsible for general secretarial and office functions including typing, scanning and uploading documents into Electronic Health Record, answering phones, data entry.
• Initiates contact with walk-in clients to gather required clinical and demographic data from the client and other sources.
• Completes eligibility and enrollment verifications, prior authorizations as necessary.
• Completes all tracking and reporting requirements for outcomes and evaluation.
• Assists with monitoring clients in the lobby area.
• Administratively supports the CSU team in supporting discharge and coordination of care for individuals leaving the CSU.
• Intervenes pro-actively with clients in situations where clients may be escalating emotionally and/or behaviorally using approved non-violent crisis intervention techniques, including the least restrictive interventions appropriate for the situation.
• Attends and participates in site meetings, and trainings as mandated by agency policy and procedure.
• Communicates effectively and promotes quality service within a compassionate environment by treating clients and co-workers with respect and dignity.
• Helps to maintain a clean and orderly environment in all client, staff and facility areas.
• Supports a work climate that emphasizes collective team performance and demonstrates Polara Health's core competencies and values.
• Other duties as assigned.

CRITICAL FUNCTIONAL SKILLS & KNOWLEDGE

Education and Experience

21 years of age or older

Minimum qualifications: High School/GED, 1 year work experience in behavioral health setting

Preferred Qualifications: Insurance eligibility and enrollment verification and prior authorization experience. First Aid, CPR, De-escalation certification required (training available upon hire and offered by agency)

Other 

• Strong ability to maintain strict confidentiality and handle highly confidential information with professionalism
• Must be able to work independently as well as collaboratively within a team setting
• Must have excellent customer service and telephone skills
• Must be detail oriented, flexible, and able to multi-task
• Must demonstrate clinical competencies essential to effective job performance
• Actively participates in performance management and coaching
• Demonstrates respect for consumer confidentiality practices
• Ability to work well under pressure in a fast-paced, time sensitive environment with shifting priorities and multiple deadlines
• Show appreciation for and ability to respond to cultural differences, and adjust communication practices accordingly in order to minimize cross-cultural misunderstandings
• Consistent work attendance and compliance with scheduled work hours (excludes approved FMLA absences)
• Responsible for complying with Polara Health's Corporate Compliance Program as it applies to individual job duties, the department, and the company
• Must comply with all Polara Health policies and procedures
• Exercise due diligence to prevent, detect, and report unlawful and/or unethical conduct by fellow co-workers, professional affiliates and/or agents
• Must have reliable transportation to oversee programming and/or attend trainings and/or meetings 
• Display a positive work ethic

COMPETENCIES

Core Competencies 

People - Passionately believes in people and embraces diversity

Integrity -Does the right thing even when no one is looking

Learning -Challenges old paradigms with critical thinking, curiosity and creativity

Accountability - Sets an intentional culture of personal responsibility; believes everyone carries the load

Relationships - Serves colleagues and consumers with love, empathy and compassion

PHYSICAL DEMANDS & WORKING CONDITIONS

The physical and working demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Office environment, travel within the community, as needed
• Heavy exposure/use of computers, cell phones, office phones, etc.
• Ability to sit for prolonged periods throughout work hours
• Must be able to occasionally lift and/or move 5 or more pounds
• Must be able to respond appropriately and effectively in crisis situations by using good judgment and following Polara Health protocols

Background Checks

Employment is contingent on background checks as required by PH's policies which may include: Fingerprint Clearance, Drug Test, Criminal History, Driving History Record, Sex Offender Registry Search, Department of Child Services, State Central Registry Check, Employment Verification, Education Verification, and Professional References

This position is considered Safety-Sensitive by Polara health.

EOE/Non-smoking facility. Pre-employment drug screening/background check required. ** All candidates must be able to obtain a DPS Fingerprint Clearance card. 

It is the policy of Polara Health not to discriminate against any employee or any applicant for employment because of age, race, religion, color, handicap, sex, physical condition, disability, sexual orientation, protected veteran status or national origin.  This policy shall include, but not be limited to, the following:  recruitment and employment, promotion, demotion, transfer, compensation, selection for training including apprenticeship, layoff and termination.  Polara Health further agrees to take affirmative action to ensure equal employment opportunities.