Access Information and Referral Specialist - Front Desk

The Access Information and Referral Specialist provides information and referrals to individuals seeking services for mental health, substance use disorders, and/or intellectual developmental disabilities. Assist individuals in navigating the OCHN network, OCHN policies/procedures, and Access process. Determine the appropriate information and referral for the individuals which may include Access screening, community referrals, other county Access departments, Oakland County Core Provider Agencies, Oakland County Customer Services department, Crisis Providers, and others as applicable.

Essential Functions

Under direction: *

• Greet individuals coming into the Resource and Crisis Center (RCC) with a welcoming, warm, professional and trauma informed manner.
• Manages the flow of referrals (Access walk-ins, email referrals, voicemails and faxes) through the Access process, assigns to Access clinicians in a rotation, solves problems related to Access process issues and brings concerns to Access leadership.
• Serve as a primary point of contact for community partners, including hospitals, emergency departments, jails, courts, law enforcement agencies, and referral sources.
• Coordinate communication regarding referrals, admissions, discharges, appointments, releases of information, and continuity of care.
• Coordinate closely with Crisis Services front desk and clinical staff to identify individuals who do not require immediate crisis intervention and facilitate completion of Access Screening as appropriate.
• Provides information and advocacy to individuals regarding the Access process.
• Reviews basic information with individuals seeking services and inquiring what services are being sought, county of residency, insurance, address, telephone number, and others as assigned.
• Reviews insurance status with individuals seeking services, including using Medicaid Look-Up tool within the electronic medical record.
• For individuals who do not have insurance, review eligibility criteria for SAPT Block Grant, Michigan Medicaid, Healthy Michigan, and insurances available through the Affordable Care Act. Provides information to these individuals on insurance application processes.
• Creates new medical records for individuals seeking an Access Screening, if applicable, completes initial documentation in medical record, and warm transfers to the next available Access clinician.
• Maintains emphasis on short waiting times for services requested for walk-in individuals.
• Provides information and warm transfer, when appropriate, for individuals who need other resources (community referrals, etc.).
• Schedules appointments and provides information to persons needing an Access screening.
• Complete and review all required documentation such as release of information and legal guardianship.
• Provides excellent customer service to internal and external individuals.
• Tracks Access data and completes Access statistical reports as assigned.
• Shares reports with Access leadership in a timely manner, alerts leaders of detected trends or changes, and shares any identified barriers to achieving Access goals with Access leadership.
• Understands and reviews Michigan County of Financial Responsibility (COFR) guidelines and refers any possible COFR individuals to Access supervisor for follow up.
• Performs other duties as assigned., * Interacting with others in a way that gives them confidence in one’s intentions and those of the organization; demonstrating loyalty to the organization and its mission and values; maintaining social, ethical, and organizational norms; firmly adhering to codes of conduct and ethical principles. (Integrity/Building Trust)
• Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships, recognizing that the ultimate customer is the person served. (Customer Focus)
• Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. (Continuous Learning)
• Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence in addition to consciously adopting organizational standards of excellence. (Work Standards)
• Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. (Communication), + Must have available means of transportation to and from OCHN and for required offsite meetings or site visits.
• Must be available for meetings and events which may occur outside of standard office hours.
• Work performed in an office environment (Resource and Crisis Center) Monday to Friday 8:00 AM to 4:30 PM.
• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.

• High school diploma or GED.
• Minimum two years related college/university coursework preferred.
• Knowledge and understanding of mental health, substance use disorder and intellectual/developmental disability issues and the OCHN system, core / substance use disorder provider network, and/or community resources preferred.

Training Requirements (licenses, programs, or certificates):

Experience Requirements: *

• At least 2 years of experience providing service within the human service field such as mental health and substance use.

Preferred Experience: *

• Bilingual in Spanish desirable
• Bachelors in human service field, + Ability to type documentation into an electronic medical record while concurrently speaking with the individual seeking services.
• Excellent customer service skills.
• Excellent communication skills, both written and verbal.
• Knowledge of applicable sections of the OCHN Utilization Management Manual and policies and procedures.
• Knowledge of Access processes, including Due Process and Second Opinion rights.
• Ability to apply trauma informed principles and values.
• Ability to relate to a diverse population which includes a variety of age, sex, gender, economic and educational background.
• Able to work with a multi-disciplinary team successfully.
• Knowledge of current behavioral management and de-escalation techniques.
• Knowledge of and ability to use basic intervention skills.
• Proficiency in MS Office - Word, Excel, Outlook.
• Demonstrated ability to work positively with co-workers and individuals served by OCHN.

• Adheres to OCHN core values.
• Promotes a team environment.
• Focuses on the strengths and needs of the person/families served.
• Works in a recovery oriented and supportive environment framework.
• Adheres to a welcoming environment that demonstrates empathy and non-judgment.
• Adheres to established Quality Improvement Indicators.
• The work environment may subject staff to behavioral and medical problems that could be physically hazardous.
• Adheres to OCHN policy on confidentiality.