Part Time Call Center Quality Assurance Jobs in Rochester, NY

2617 West Henrietta Road

Part time

R267564

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

2617 W Henrietta Rd, Rochester, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Part time

Scheduled Weekly Hours:

20

Department:

500136 Psychiatry SMH Social Work

Work Shift:

UR - Day (United States of America)

Range:

UR URCC 211 H

Compensation Range:

$30.33 - $40.95

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

The social worker assigned to the Department of Psychiatry's Crisis Call Center, functions as a crisis call therapist providing crisis phones services to individuals seeking assistance with a variety of psycho-social and/or mental health concerns. Through this service, the social worker provides crisis intervention, assessment/evaluation, triaging, resource consultation, and brief treatment, minimizing psychosocial risk and decreasing Emergency Department utilization. The social worker my provide referral services to persons with behavioral health needs who are enrolled as a patient at URMC or a community member seeking services. The social worker collaborates with hospital and other community institutions and groups, relative to the psychosocial needs of the patient and family. The social worker may act as a liaison between the Mobile Crisis Team, Crisis Line services, CPEP, Social Work Division, Department of Psychiatry, University of Rochester Medical Center, and community agencies.

ESSENTIAL FUNCTIONS

• Provides phone crisis services through effective evaluation and triage of calls received, particularly around the assessment of the caller or risk to self and/or others. Provides psychosocial assessment to patients via phone who are at exceptional psychosocial risk, as appropriate. Follows designated workflows outlined in the Crisis Call Manual to provide each caller with the appropriate level of care. Meets minimum target for units of service-related to calls-as set by the Senior Crisis Call Center Mental Health Therapist.
• Establishes and completes loop of communication with current providers or community services workers by maintaining cooperative working relationships with community healthcare agencies, as well as professional staff of the Medical Center and University.
• Responsible for decision-making regarding appropriate referrals and collaborates with referral source and other professionals, both internal and external throughout patient care activities. Mobilizes family and natural support networks when necessary. Makes referrals to inpatient or outpatient mental health rehabilitation programs, as appropriate and needed.
• Documents treatment in patient's electronic medical record in compliance with Division, Department, and Hospital Policy. Ensures compliance with Office of Mental Health (OMH) regulations for patient care.
• Attends Social Work Division, Social Work in Psychiatry and Program staff meetings. Participates in activities of the Social Work and Psychiatry Division Psychiatry Division including, but not limited to, ensuring policies and procedures are implemented with regard to professional practice, discharge planning and patient care, timely completion of time reporting and other Hospital or Division forms; Hospital and Division mandatory in-service training programs and UHS reviews. Participates in routine committee process of the Social Work Division, and facilitates Division and Hospital quality assurance and staff development activities. Subscribes to the departmental goal of creating a culturally competent environment by treating patient, families, trainees, and co-workers in a sensitive manner with appropriate attention to cultural differences. Participates in available cultural competency events and training appropriate to job duties.
• Ensures that proper treatment and referral protocols are followed with respect to child abuse, domestic violence, consultation with specialty clinics, and referral both within and outside of SMH.
• Coordinates with support staff regarding patient scheduling, fees, and insurance issues. May assist MCT Coordinator with staff scheduling, as it relates to triage and assignment of referrals. Participates in all Quality Improvement activities, as deemed appropriate Other duties as assigned.
• Teaching: Based on experience and as determined by the social work supervisor, the social worker may supervise social work or other master's level graduate students. Upon invitation from the Program Director and in consultation with the social work supervisor, he/she may offer learning experiences for psychiatric residence, medical students, and family medicine residence. Supervision relates to psychosocial assessment and intervention with patients and their families.
• Research: Based on experience/interest, may participate in interdisciplinary research as determined by the Social Work Supervisor, in consultation with the Social Work Clinical Manager in Psychiatry.

MINIMUM EDUCATION & EXPERIENCE

• Master's degree from an accredited school of social work (CSWE) (required)
• 1-3 years professional social work practice beyond the Master's degree, at least one of which must include psychiatric emergency, crisis or outreach work; or an equivalent combination of education and experience and working with adult and/or pediatric and adolescent populations (preferred).

KNOWLEDGE, SKILLS AND ABILITIES (preferred)

• Knowledge about and ability to provide behavioral health assessments/evaluations and evidenced based interventions;
• Commitment to and routine demonstration of biopsychosocial approach to care of individuals and families;
• Dedication to delivering a team-based integrated model of care
• Demonstrates cultural humility and anti-racism values and works toward ensuring all patients feel welcome.

LICENSES AND CERTIFICATIONS (required)

• Master's degree from an accredited school of social work. Licensure as a social worker, as defined by the State Board for Social Work, State Education Department, Division of Professional Licensing Services is required. If licensure has not been obtained upon employment, the individual has 18 months within which to obtain it, unless duties will be performed under OMH then minimum of a limited permit (not to exceed 1 year) or NYS Licensure will be required upon employment start.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better-Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.