Mental Health Assistant Lead

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):

150 N Chestnut St, Rochester, New York, United States of America, 14604

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500127 Psych SMH Ambulatory Reg

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 210 H

Compensation Range:

$27.25 - $36.79

Responsibilities:

The Clinical Access (Triage) Specialist at University of Rochester Medicine is responsible for ensuring patients are connected to appropriate behavioral health and substance use services through comprehensive triage, care coordination, and operational support. In this role, the specialist reviews patient charts, makes critical decisions, and directs referrals to the most suitable services while coordinating access across multiple care locations. They collaborate closely with providers to clarify referral needs, recommend external resources when appropriate, and address provider questions or concerns. The position also supports front-line staff, particularly Mental Health Assistants (MHAs), by offering guidance on complex cases, monitoring scheduling efficiency, and maintaining key resources and system tools. Additionally, the specialist contributes to workflow development, staff training, and onboarding, while helping coordinate team coverage. For more complex situations, they participate in high-level case reviews with leadership. Success in this role requires strong judgment, the ability to manage multiple priorities independently, proficiency with electronic health records, and a collaborative, team-oriented approach, all within established policies and in partnership with both internal teams and community providers.

Essential Functions:

•  Clinical Triage and Placement: Facilitate high level case review of referrals for mental health and substance use treatment for the Clinical Access Team. Conducting detailed chart reviews, making clinical determinations, and assigning patient referrals to the most suitable services based on clinical presentation and patient goals. This also involves coordinating patient access across various Psychiatry ambulatory locations where appropriate.
• Consumer Collaboration: Communicating with ordering providers and/or self-referred patients for clarity on referrals or to suggest external resources, and fielding concerns or requests for consultation. Ordering providers include but are not limited to:
  • Psychiatry Acute Services, CPEP, Inpatient, Mobile Crisis, Partial
  • Primary Care
  • Other University of Rochester Medicine Specialty DEPs
  • Internal Psychiatry Outpatient Clinics
  • External to University of Rochester Medicine
• Operational Support: Supporting front-line Clinical Access Team staff, particularly MHAs, with clinical guidance and complex patient calls. They also monitor scheduling efficiencies, maintain Smart Phrases and patient resource lists, and handle patient complaints that don't require supervisor intervention. Completes and maintains timely professional documentation in eRecord
• Workflow and Training: Contributing to the development and maintenance of staff workflows, onboarding and training MHAs, and coordinating cross-coverage plans. Support MHAs staff on the floor with complex patient calls and critical decision making.
• Case Management: Facilitating high-level case reviews for complex cases with leadership. Addresses patient complaints and psych service navigation that does not require supervisor intervention.
• Networking and Relationship Building: Establishes and regularly maintains cooperative working relationships with community and health care agencies and professional and administrative staff of the University of Rochester Medicine.
• Maintains professional standards by reading, attending seminars, workshops and conferences.
• Attends weekly supervision/clinical meetings.
• Participate in departmental and programmatic diversity presentations.
• Committed to understanding and meeting the unique needs of external and internal customers.
• Contributes to the vision and mission of University of Rochester Medicine Psychiatry and CCBHC.
• Maintains a thorough knowledge of related policies and procedures.
• Promote hope and recovery by using strength based, culturally appropriate, and person-centered practices.
• Other duties as assigned.

Minimum Education & Experience:

• Master’s Degree from an accredited college or university in the field of counseling, psychology, criminal justice or social work and 2 years of relevant experience in the mental health field required.
• Or equivalent combination of education and experience.

Knowledge, Skills & Abilities:

• Understanding of DSM Clinical Diagnostics and clinical presentations required.
• Excellent customer service skills required.
• Demonstrated leadership skills required.

Licenses and Certifications:

• Must possess and maintain a valid New York state License preferred

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.