Job Description
The MH Assistant is a member of the Mental Health team and provides supportive services to MH clinical staff by assisting them in securing resources for patients, answering/resolving/routing phone calls and messages, and performing patient-related administrative duties. Performs low level patient observations and coordinates the hospitalization process. Works with patients who have low to medium care needs to identify resources, barriers, goals, actions, and follow up plans. Gathers and documents information in the electronic medical record.
Essential Responsibilities:
- Patient communication/call handling and management: Answers the nursing line. Gathers and documents information about the nature of the call, recognizes the need for intervention by clinical staff, resolves issues around prescription status/process and appointment availability. Communicates and collaborates with MH clinical team members in implementing care. Documents accurate information in proper format.
- Administrative support: Supports MH clinical team with data entry, coordinating flow of patient information, message sorting, faxing and filing. Cooperates and communicates effectively with other team members to enable a seamless patient experience.
- Pre/post hospitalization processes: Assists with the pre and post hospitalization process as directed by the clinical team. This includes reviewing post-hospitalization appointments to ensure timeliness, arranging transportation, printing AVSs, making phone calls to relay information, faxing paperwork. Observes patients awaiting hospitalization in order to answer questions about the process or notify the clinical team if the patients need assistance.
- Patient support: Provides system navigation support to patients and their family members by orienting them to the MH clinical team members, the services and resources available, and the means of access to those services/resources. Helps patients with low to medium care needs to identify resources and barriers. Works with patients to clarify goals, planned actions, problem resolutions, and follow up, in accordance with the patients Care Plan as developed by the clinical team. Documents interactions in the electronic medical record.
Basic Qualifications: Experience
- Minimum one (1) year of community or customer service.
- Associates degree OR two (2) years of experience in a directly related field OR completion of a vocational school certificate in a related field.
- High School Diploma OR General Education Development (GED) is required.
- Basic Life Support required at hire
- Effective verbal and written communication skills.
- Organizational skills.
- Ability to muti-task; Work independently; Able to be effective in a multidisciplinary team environment.
- Computer literacy including Word, Windows, Excel, and other Microsoft products.
- Understanding and sensitivity to how socioeconomic, environmental, cultural, and other factors influence health.
- Behavioral health or health care coordination.
- Bachelors degree in psychology, social work, or other social services field.
The MH Assistant is a member of the Mental Health team and provides supportive services to MH clinical staff by assisting them in securing resources for patients, answering/resolving/routing phone calls and messages, and performing patient-related administrative duties. Performs low level patient observations and coordinates the hospitalization process. Works with patients who have low to medium care needs to identify resources, barriers, goals, actions, and follow up plans. Gathers and documents information in the electronic medical record.
Essential Responsibilities:
- Patient communication/call handling and management: Answers the nursing line. Gathers and documents information about the nature of the call, recognizes the need for intervention by clinical staff, resolves issues around prescription status/process and appointment availability. Communicates and collaborates with MH clinical team members in implementing care. Documents accurate information in proper format.
- Administrative support: Supports MH clinical team with data entry, coordinating flow of patient information, message sorting, faxing and filing. Cooperates and communicates effectively with other team members to enable a seamless patient experience.
- Pre/post hospitalization processes: Assists with the pre and post hospitalization process as directed by the clinical team. This includes reviewing post-hospitalization appointments to ensure timeliness, arranging transportation, printing AVSs, making phone calls to relay information, faxing paperwork. Observes patients awaiting hospitalization in order to answer questions about the process or notify the clinical team if the patients need assistance.
- Patient support: Provides system navigation support to patients and their family members by orienting them to the MH clinical team members, the services and resources available, and the means of access to those services/resources. Helps patients with low to medium care needs to identify resources and barriers. Works with patients to clarify goals, planned actions, problem resolutions, and follow up, in accordance with the patients Care Plan as developed by the clinical team. Documents interactions in the electronic medical record.
Basic Qualifications: Experience
- Minimum one (1) year of community or customer service.
- Associates degree OR two (2) years of experience in a directly related field OR completion of a vocational school certificate in a related field.
- High School Diploma OR General Education Development (GED) is required.
- Basic Life Support required at hire
- Effective verbal and written communication skills.
- Organizational skills.
- Ability to muti-task; Work independently; Able to be effective in a multidisciplinary team environment.
- Computer literacy including Word, Windows, Excel, and other Microsoft products.
- Understanding and sensitivity to how socioeconomic, environmental, cultural, and other factors influence health.
- Behavioral health or health care coordination.
- Bachelors degree in psychology, social work, or other social services field.
About Kaiser Permanente
At Kaiser Permanente, we’re all focused on helping people and providing high-quality, affordable health care services and to improve the health of our members and the communities we serve. Across our organization, we’re fiercely committed to our members, our mission, our communities, and each other. We know that each part of the Kaiser Permanente team is essential to our success. Together, we are more than 235,000 dedicated professionals working to advance Kaiser Permanente’s commitment to delivering a healthier tomorrow.
Driven by our collective passion at Kaiser Permanente, we strive to make health care more innovative and compassionate. With the wellness of our patients and our communities at heart, we work to revolutionize health and care from more than 650 locations in 8 states and D.C.
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