CHA Career Center

POSITION SUMMARY:

This position is responsible for providing high quality, prompt and caring employee assistance and crisis services,

Essential Functions:

• Answer calls from those seeking assistance from our hospitals and refer to proper resources promptly
• Respond to crisis calls in an appropriate and professional manner.
• Use crisis stabilization techniques and proper procedures in making referrals to appropriate facilities.
• Coordinate and correspond with our hospital intake staff when setting appointments.
• Respect confidentiality of caller/clients in every way.
• Demonstrate strong empathic and listening skills, good interpersonal boundaries, assertive communication style, and case management skills.
• Work in collaboration with team to provide quality care for all patients and appropriate support for remote facilities.
• Performs other duties as assigned.
• Regular and reliable attendance.

ADDITIONAL INFORMATION:

COMPLIANCE

• Understands and adheres to hospital compliance plan and code of conduct.
• Respects confidentiality at all times; follows HIPAA guidelines for disclosing information.
• Adhere to facility, department, corporate, personnel and standard policies and procedures.
• Treats all patients, visitors, and co-workers with dignity and respect.

TEAMWORK

• Takes initiative to helps the team, is flexible when asked to assist in other areas.
• Consistently demonstrates positive and affirming behaviors even when addressing conflict or stressful situations.
• Demonstrates concern for overall team and understands how actions affect others. Shows a positive attitude and contributes to maintaining an enjoyable and productive work environment.
• Does not engage in any unfavorable behaviors such as rumors, inappropriate conversations, etc.

CUSTOMER SERVICE

• Assumes responsibility for maintaining a clean, safe environment. Demonstrates knowledge of the facility and services provided.
• Greets all customers in a positive manner and demonstrates sensitivity to customer's needs.
• Answers telephone appropriate to department guidelines and avoids excessive transfers.
• Provides superior customer service while never crossing therapeutic boundaries.
• Demonstrates ability to listen to patient/customers regarding problematic issues in in a non-defensive manner.

Always appears professional. Adheres to uniform standards if applicable.

KNOWLEDGE, SKILLS & ABILITIES:

The requirements listed below are representative of the knowledge, skills and/or abilities required.

EDUCATION:

• Bachelor's degree in Psychology, Social Work, or a related field. (Experience will be considered in lieu of education)

EXPERIENCE:

• Previous experience working with case management, crisis intervention and call centers preferred.
  

CERTIFICATIONS/LICENSURE:

• N/A