Licensed Clinical Therapist - PBHI Helpline Coordinator
PARKVIEW HEALTH SYSTEM INC, Fort Wayne, IN, United States
Overview
This is a non-patient facing and non-case-load position with Parkview Health. Under the direction of the supervisor, the PBHI Helpline Coordinator serves in a lead capacity for day-to-day operations and clinical oversight within the PBH Intake and Behavioral Health area. The role supports a 24/7/365 real-time crisis line, assists with triage and disposition, and collaborates with a multidisciplinary treatment team.
The PBHI Helpline provides live support for individuals in crisis or seeking behavioral health services. The role ensures safe, efficient, and timely triage of callers and coordinates with appropriate levels of care and resources. Work hours may vary to support customer service and operational needs.
Responsibilities
Lead and audit the team in standard work and continuous process improvement.
Provide guidance to other team members and coordinate workflows across the department.
Serve as a liaison between teams and departments to promote collaboration and consistency.
Maintain expert knowledge of departmental policies, procedures, and best practices.
Oversee training for new staff and onboarding of new procedures.
Collaborate with leadership to ensure operational efficiency and effectiveness.
Act as a resource for staff questions and support professional development.
Support day-to-day operations within the PBHI Helpline and ensure alignment with the Indiana Licensing Board standards.
Provide emergency services as required and coordinate crisis response in real time.
Assist Helpline Specialists with telephone inquiries to ensure safe, efficient triage of callers toward appropriate care and resources.
Maintain ongoing knowledge of telephonic crisis intervention and suicide risk assessment in line with national standards.
Monitor performance and adherence to behavioral health service standards.
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.
L icensure/Certification
LCSW, LMFT, or LMHC required. Must be able to bill independently for services rendered.
Licesure 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 including benefit verification, authorizations, obtaining demographic information, and triaging incoming phone inquiries.
Experience with the Microsoft Office suite and using an EMR is preferred.
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This is a non-patient facing and non-case-load position with Parkview Health. Under the direction of the supervisor, the PBHI Helpline Coordinator serves in a lead capacity for day-to-day operations and clinical oversight within the PBH Intake and Behavioral Health area. The role supports a 24/7/365 real-time crisis line, assists with triage and disposition, and collaborates with a multidisciplinary treatment team.
The PBHI Helpline provides live support for individuals in crisis or seeking behavioral health services. The role ensures safe, efficient, and timely triage of callers and coordinates with appropriate levels of care and resources. Work hours may vary to support customer service and operational needs.
Responsibilities
Lead and audit the team in standard work and continuous process improvement.
Provide guidance to other team members and coordinate workflows across the department.
Serve as a liaison between teams and departments to promote collaboration and consistency.
Maintain expert knowledge of departmental policies, procedures, and best practices.
Oversee training for new staff and onboarding of new procedures.
Collaborate with leadership to ensure operational efficiency and effectiveness.
Act as a resource for staff questions and support professional development.
Support day-to-day operations within the PBHI Helpline and ensure alignment with the Indiana Licensing Board standards.
Provide emergency services as required and coordinate crisis response in real time.
Assist Helpline Specialists with telephone inquiries to ensure safe, efficient triage of callers toward appropriate care and resources.
Maintain ongoing knowledge of telephonic crisis intervention and suicide risk assessment in line with national standards.
Monitor performance and adherence to behavioral health service standards.
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.
L icensure/Certification
LCSW, LMFT, or LMHC required. Must be able to bill independently for services rendered.
Licesure 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 including benefit verification, authorizations, obtaining demographic information, and triaging incoming phone inquiries.
Experience with the Microsoft Office suite and using an EMR is preferred.
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