Access Center Clinician - Patient Access - Evenings

Full-time (80-hour biweekly)

Evening shift; 3 pm to 11 pm (includes evening shift differential)

Every-other weekend and rotating holidays

Access Center Clinician team members are:

• Adaptable
• Approachable
• Compassionate
• Empathetic
• Gracious
• Informative
• Kind
• Knowledgeable
• Helpful
• Motivated
• Problem Solvers
• Resilient
• Resourceful
• Welcoming

Mission including population served: Within WellSpan Philhaven, the Access Center serves as a support department for the hospital and service line. The primary function of the Access Center to process referrals for behavioral health Inpatient at the Mt. Gretna Campus and the various Partial Hospital and Intensive Outpatient Program locations. Access center staff complete the intake assessments for all inpatient admissions.

Services provided:

• The Access Center is a licensed crisis office and completes walk-in triage assessments to connect patients with the recommended level of care.
• For Philhaven Hospital, the Access Center maintains an active knowledge of emergency procedures with collaboration with the Security department and functions as Incident Command when an emergency plan is activated.
• The Access Center supports outpatient and ambulatory behavioral health service lines outside of program hours to ensure patient safety in-between appointments.
• Along with serving the WellSpan Philhaven service line, many of the access staff have a secondary job embedded with the network's emergency rooms to serve as the initial contact for behavioral health triage and complete level of care assessments. These staff are referred to as Behavioral Health Coordinators (BHC). BHCs complete initial triage to determine level of observation, complete a mental health assessment and determine appropriate level of care. During the length of stay BHC's coordinate psychiatric consults, complete brief therapy intervention, and connect with community supports to help with stabilization and treatment planning.

General Summary

Assists with initial triage and assessment, provides clinical oversight, facilitates the admissions process and serves as a resource about internal and external services. Assists with security and patient behavioral management and provides crisis intervention services.

• Triages requests for service, providing prompt assistance to all requests in relation to their urgency.
• Documents all requests for service using computerized inquiry functions.
• Maintains a knowledge base of insurance/managed care processes related to pre-certifications and authorizations, and completes these as required.
• Utilizes a structured interview tool to conduct an in-depth clinical assessment, and documents this using approved WellSpan Philhaven evaluation forms.
• Determines appropriate level of care based on the client's history, psychosocial history, clinical presentation, and funding situation.
• Instructs and assists the client and client family in completing all necessary paperwork, and witnesses signatures as necessary.
• Works cooperatively with program staff to transition the client to the program, and participates in the conference call with the psychiatrist as necessary. Provides a summary of pertinent clinical information and special needs as a part of this process.
• Interacts with all clients and family members with an awareness of confidentiality requirements and patient rights issues, and sensitivity to the client's and family's level of distress and needs.
• Assists licensed individual practitioners with initial assessment of patients as they enter triage services; including dictation of assessment activities.
• Completes all necessary procedures and/or documentation to have treatment authorized by 3rd party payers.
• Completes all necessary procedures and /or documentation necessary to refer patients to other levels of care when appropriate, and / or to other types of service when needed.
• Communicates with and coordinate care with other providers or agencies who may be working with the patient including, but not limited to, the primary care physician, the school, Probation & Parole, Children & Youth, attorneys, clergy, and so forth.
• Provides support to and assists Counselors in problem solving to determine a preferred course of action in dealing with difficult situations.
• Maintains an awareness of community resources and provides this information to clients as requested.
• Serves as an initial contact for internal emergencies, administrative concerns, and public relations issues, and directs these contacts to the appropriate WellSpan Philhaven staff.
• Maintains an awareness of campus security issues, conducts security rounds and campus drive-through as scheduled, and communicates with other WellSpan Philhaven staff as necessary.
• Maintains an awareness of WellSpan Philhaven's admission criteria and the Mental Health Procedures Act, and serves as a resource for other WellSpan Philhaven staff concerning appropriateness for admission and mental health legal requirements.
• Maintains a knowledge base of behavioral management techniques and assists in behavioral management emergencies throughout the campus.
• Completes training as a designated Mental Health Delegate to initiate involuntary commitments as needed.
• Completes necessary training and provides telephone crisis services when primary Crisis Intervention Counselor is not available.
• If requested to do so, completes the necessary training and serves as a primary Crisis Intervention Counselor when required.
• Performs hospital security and safety duties in line with guidelines outlined at the basic training level of the International Association of Healthcare Safety and Security.

Common Expectations:

• Prioritizes workload and manages time effectively in order to best serve other staff and potential clients.
• Maintains a constant awareness of customer service, and assists customers until their needs are satisfied.
• Completes Service Activity accurately and on a timely basis.
• Maintains an accurate and up-to-date awareness of WellSpan Philhaven programs and services, and provides this information to clients as requested.

Minimum Education:

• Master's Degree Required

Work Experience:

• 2 years psychology, social work, or related experience required

Driver's License Statement:

Must possess a valid driver's license in the current state of residence. Driving record must meet requirements established by WellSpan Risk Management.

Knowledge, Skills, and Abilities:

• Requires interpersonal skills, both verbal and listening, to manage patient admission interaction, and to advise, counsel, and lead employees in compliance with policies.
• Ability to provide counsel on sensitive patient matters and act in a public relations capacity on various issues is required.
• Analytical ability is required to determine appropriate solutions to crisis calls and service inquiries.
• Visual ability to review and prepare written information and to observe patient behavior is required.
• Knowledge of and ability in the care and handling of patients in all age groups is required, including consideration of the special needs and behaviors of children, adolescents, adults, and older adults.