Supervising Mental Health Clinician - Access Call Center (Open and Promotional)

  • County of San Mateo, CA
  • Redwood City, California
  • Jun 07, 2019
Full Time Customer Service Dispatch and Telecommunications Public Health
  • Salary: $101,524.80 - $126,859.20 Annually

Job Description

Note: This recruitment schedule was amended on June 27, 2019 to extend the Final Filing Date. This recruitment has been changed to "Continuous."

The Behavioral Health and Recovery Services (BHRS) Division of the San Mateo County Health is seeking a well-qualified individual for the position ofSupervising Mental Health Clinician - Access Call Center. Supervising Mental Health Clinicians, under direction, supervise and coordinate the professional work of mental health professionals, paraprofessionals and interns in a geographic or service unit and participate in program planning, administration and evaluation; and provide specialized psychiatric casework counseling and therapeutic services to either children and adolescents or to adults in clinic or inpatient settings.

The current vacancy is in the BHRS Call Center located in Belmont, CA. The Access supervisor's primary role is to oversee the Access Call Center operations which includes but is not limited to triage and referral for mental health and drug and alcohol services for referrals received from San Mateo County residents, other treatment providers, primary care and acute service settings such as hospitals Psychiatric Emergency Services. Additional operations include consult by telephone with providers regarding referrals, dispositions and authorizations; management of complex consumer cases not readily resolvable; and clinical consultation by telephone with consumers regarding complex needs and services. The Supervisor will also work collaboratively and supportively with the Utilization Management supervisor and Access/UM Manager as needed to support Utilization Management operations.

Primary responsibilities of this position:
  • Supervise the work of a team of clinicians and a Call Center which is the main point of entry for requests for mental health and substance use services for San Mateo County.
  • Have a working knowledge of clinical triage and referral decision making including insurance requirements, member benefits and levels of care
  • Ensure all cases are given excellent customer service, thorough insurance and clinical screening, and clinical triage.
  • Review, analyze and discuss requests for mental health and substance use treatment to ensure best disposition based on complex needs of consumers and resource availability/matching.
  • Provide brokerage, linkage and referrals to resources for consumers.
  • Respond to various service requests from thePrivate Provider Network (PPN) and BHRS clinics.
  • Troubleshoot and consult on complex cases with no immediate or clear disposition.
  • Collaborate and partner with BHRS, contracted providers and prospective providers to deliver services.
  • Address issues brought to supervisor's attention by consumers. Work with BHRS system to problem-solve complex treatment requests and concerns.
  • Collaborate with Provider Relations coordinator to address issues that arise with private provider network. Contribute to quality improvement goals to support provider network and build capacity.
  • Engage in continuous quality improvement efforts, staff training and other endeavors to maintain and improve the quality of service being delivered.
  • Understand the UM process including treatment authorization, utilization review and utilization management oversight.
  • Understand and oversee the service request and decision making process, including managed care timelines and performance measures.

Theideal candidatewill possess, the ability to effectively supervise and motivate a multi-disciplinary team; a collaborative and partnering spirit needed to address the needs of unique and complex cases and situations;a sophisticated breadth and depth of clinical and psychiatric knowledge of mild to moderate and seriously emotionally disturbed youth, seriously mentally ill adults and co-occurring consumers;ability to work well and interact with numerous collaborative partners on a daily basis, including clients, family members, providers, clinics, hospitals, the Health Plan of San Mateo and other contracted entities;superior telephone communication and documentation skills; and solid clinical and administrative organizational skills.

NOTE: The eligible listgenerated from this recruitment may be used to fill future extra-help, term, unclassified,and regular classifiedvacancies.

  • Possession of a California license in at least one of the following: Registered Nurse; Clinical Psychology; Clinical Social Worker; or Marriage, Family and Child Counseling.

Education and Experience:
Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

Education:A Master's degree in a mental health specialty, such as social work, nursing, or clinical counseling.

Experience:Two years of professional post-graduate experience in a mental health setting.

Knowledge of:
  • Basic program management techniques and practices.
  • Principles and practices of supervision and training.
  • Human and health services system in the county including private agencies and their community resources.
  • Current philosophy, principles and practices for services to clients with serious mental illness.
  • Legal and policy aspects of community mental health methods.
  • Techniques of family, individual and group counseling and diagnosis.
  • Individual, group and family psychodynamics.
  • Current principles and practices of psychiatric casework.
  • Mental health consultation and education.
  • Problems, needs, attitudes and behavior patterns of patients/clients.

Skill/Ability to:
  • Supervise, train and evaluate inter-disciplinary staff.
  • Work collaboratively with other senior professionals in planning and developing programs of a geographic or service unit.
  • Prepare and deliver written and oral reports.
  • Plan, implement and evaluate all operations of a geographic or service unit.
  • Provide treatment to adults and/or children/adolescents with various dysfunctions.
  • Establish and maintain objective working relationships with clients/patients, other professionals, and the public.
  • Evaluate degree of mental disability or emotional distress of patients/clients.

Anyone may apply. Current San Mateo County and San Mateo County Superior Court employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, SEIU or AFSCME represented extra-help/term position prior to the final filing date will receive five points added to their final passing score on this examination.

Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire.

The examination will consist of an interview (weight: 100%). Depending on the number of applicants an application appraisal of education and experience may be used in place of other examinations or a screening committee may select those applicants whose education and/or experience appear to best meet the needs of the position based solely on the information provided in the application materials.Because of this screening process, all applicants meeting the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California, and applicants must participate at their own expense.

IMPORTANT:Applications for this position will only be accepted online.If you are currently on the County's website, you may click the"Apply"button above or below. If you are not on the County's website, please go to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.

Closing Date: Continuous

This is a continuous recruitment which may close at any time. The final filing date will be posted 5 days in advance in the San Mateo County Human Resources Department.

Apply immediately. This recruitment is open on a continuous basis and selections may be made at any time within the process.

At the County of San Mateo, we take pride in the way our employees bring together their diverse backgrounds, experiences, and perspectives to serve our community's needs. The County is an Equal Employment Opportunity Employer.

Analyst: Carolyn Burns(060619) (Supervising MentalHealth Clinician - F005)