Applicants must reside in Colorado. 

The Job/What You’ll Do:

The Crisis Specialist is responsible for receiving, responding to, and triaging crisis and healthcare requests. This role involves screening and assessing incoming requests, performing interventions, ensuring safety, coordinating care, and documenting interactions in an electronic health record (EHR).

Core Values and Outcomes:

The Crisis Specialist promotes and maintains an organizational culture aligned with Solari’s core values by demonstrating outcomes such as safety, recovery, resiliency, engagement, crisis assessment and intervention, hope, efficiency, quality, accuracy, and service excellence.

Responsibilities:

• Respond to incoming contacts and requests for crisis and healthcare services across all contracts within the scope of employee work, which includes taking inbound crisis phone calls, and may include taking inbound crisis texts and chats depending on identified business needs; complete outbound calls to coordinate care and resolve crisis situations effectively; operate with accuracy, compassion, and efficiency.
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
• Screen and triage incoming crisis requests resulting in safety and crisis resolution; effectively use the risk assessment tool to guide crisis intervention based on acuity and risk.
• Utilize knowledge of healthcare industry standards and clinical assessment and intervention skills resulting in crisis or contact resolution.
• Provide health education and community resources based on the intervention provided.        
• Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure at Solari for new contracts, suicide intervention and prevention, the behavioral health and medical healthcare systems, Medicaid or Medicare managed care, mental health and diagnostics, community resources, effective communication, active listening, speech analytics, contact center industry standards, and recovery and resiliency practices.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record following policies, procedures, and industry or organizational standards of practice.
• Adhere to call center policy and procedures.
• Other duties as assigned.

Knowledge, Skills, Abilities:

• Critical thinking and effective decision-making for managing high-acuity crisis requests and decision-making skills that facilitate safety and crisis resolution.
• Demonstrates clear/concise/logical verbal and written business communication.
• Plans effectively.
• Adjusts effectively to new processes.
• Builds and maintains collaborative relationships.
• Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice (this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources).
• Demonstrates knowledge of the Medicaid behavioral health adult and children’s systems in states where Solari has crisis contracts.
• Demonstrates; concurrent management of multiple tasks and deadlines.

Education & Experience:

• Minimum GED/High School diploma and four years of full-time behavioral health work experience required
  • Or a comparable combination of education/experience and/or training will be considered equivalent to the education (Master’s degree / Bachelor’s degree + 1 year BH experience / Associate degree + 2 years BH experience)
• Behavioral health professionals preferred
• Contact Center experience, preferred,
• Experience working with LGBTQ+ youth or a strong passion for supporting this community is a valuable asset.

Work Location: Hybrid Remote - Applicants must reside in Colorado

Wireless (Wi-Fi) connection is not permitted for this position; you must be connected to your home internet modem/router with ethernet cabling (Cat5e or better - this can be provided to staff as needed)