PBHI Helpline Coordinator

Summary

Summary

Under the direction of the supervisor, the PBHI Helpline Coordinator serves in a lead capacity with regard to day-to-day operations and clinical oversight within the areas of responsibility. Performs as a member of the multidisciplinary treatment team, in accordance with the Indiana Licensing Board. Develops and maintains consultative and liaison relationships with a variety of internal and external stakeholders, and provides emergency services as required. Provides guidance to other members of the team as requested. The PBHI Helpline provides 24/7/365 real-time access to live support for individuals in crisis or seeking behavioral health support & services. Maintains expert knowledge of telephonic crisis intervention, including suicide risk assessment in alignment with national standards, evaluation of danger to self or others, and real-time coordination of crisis response based on triage and disposition. Assists Helpline Specialists with telephone inquiries to ensure safe, efficient, and timely triage of callers so that individuals presenting with behavioral health or substance use concerns are directed to the appropriate level of care and resources. Responsible for maintaining expert knowledge of departmental policies, procedures, and best practices. Oversees training for new staff and implementation of new procedures. Collaborates with leadership to ensure operational efficiency and effectiveness. Leads and audits the team in standard work and continuous process improvement. Acts as a resource for staff questions, supports professional development, and coordinates workflows across the department. Serves as a liaison between teams and departments to promote collaboration and consistency. Accountable for delivering high-quality performance and service excellence while adhering to PH Standards of Behavior. Work hours may vary to support and exceed customer service and operational needs.

Education

Must have a Master's degree in psychology, social work, counseling, or other related mental health field. Training and competency in the Columbia Suicide Severity Rating Scale (C-SSRS) upon hire.

Licensure/Certification

LCSW, LMFT, or LMHC required. Must be able to bill independently for services rendered. Licensure and certifications must be kept current.

Addendums are required for 0153 Nurse Leader, 0249 Registry RN, 0252 Registered Nurse, 0235 Advanced Registered Nurse, and 0236 Expert Registered Nurse. To view addendums, go to the job description page on Parkview’s intranet.

Experience

3-5 years' experience as a licensed clinical therapist. Experience with intake registration and scheduling operations which include benefit verification, authorizations, obtaining demographic information, triaging incoming phone call inquires preferred. Experience with the Microsoft Office suite and using an EMR preferred.