Information & Referral Specialist - Access, Information, and Referral

Information & Referral Specialist (Cascadia Access, Information, and Referral)

Job Overview

Location/Schedule: This position is based at the Plaza Health Center, located in SE Portland, OR. This is an on-call/per diem position. Employees must work a minimum of 6 shifts per quarter.

Position: Information and Referral Specialist

Program: Cascadia Access, Information, and Referral (CAIR)

Cascadia’s Mission and Vision:  

Mission: Cascadia Health delivers whole health care – integrated mental health and addiction services, primary care, and housing – to promote hope and support the well-being of the communities we serve. 

Vision: We envision a community where everyone benefits from whole health care, experiences well-being, and has a self-directed, connected life.

Position Description: The Information and Referral Specialist works as a member of an interdisciplinary team to manage and complete the referral process, enroll clients in Respite services, complete Intakes, and to work with clients to participate in their recovery and discharge plan, while supporting a Trauma Informed Care environment. With the high prevalence of trauma among individuals receiving mental health services, it is required that the Information and Referral Specialist understand the effects of trauma on health, coping, and other aspects of the lives of those we serve.  

Essential Responsibilities

This position description is not intended to be an all-inclusive list of responsibilities, skills, or working conditions associated with the position. Management reserves the right to modify, add or remove duties as necessary.  

• Determine the reason for the patient/clients call and accurately schedule appointments into Mental health, Substance use, Gambling, or primary care for all four health centers using Cascadia’s EHR(ochin/EPIC) system.
• Accurately schedule appointments using the scheduling template within Cascadia’s EHR system.
• Preform pre-registration in EHR (Ochin/EPIC) system.
• Obtain insurance information and verify coverage in 3rd party databases such as Noridian, Cim and MMIS.
• Initiate calls to help with scheduling, registration into our EHR(Ochin/epic) system, and referrals.
• Provide customer service to community members and referents calling with questions and referral needs.
• Document and maintain EHR (ochin/epic) and ancillary records in a manner that assures compliance with all agency policies, program procedures and local, state, and federal regulations.
• Screen phone calls and direct patients/clients to appropriate services/departments.
• Complete CAIR screening and document in EHR (Ochin/Epic) system.
• Provide up to date information to intake clinicians/providers regarding scheduled appointments.
• Provide trauma informed customer service and help clients problem solve and access needed services.
• Assist in crisis situations as appropriate, complete Columbia suicide severity rating scale (CSSRS).
• Following emergency protocols/procedures complete warm hand-offs to local crisis services such as county crisis lines or Urgent Walk in facilities.
• Demonstrate responsibility for safety; demonstrate familiarity with fire regulations and evacuation procedures.*
• Adhere to mandatory abuse reporting laws and HIPAA requirements.
• Complete annual employee training requirements on a timely basis per agency requirements. Attend seminars, training and other educational opportunities in order to develop professional skills and abilities.
• Participate in all scheduled staff meetings, supervision sessions, and other departmental and agency meetings.
• Perform other duties as assigned.

Qualifications 

Education: 

• High school diploma or equivalent
• Preferred: Peer Support Specialist (PSS) or Peer Wellness Specialist (PWS) certification.
• Preferred: Bachelor’s degree in a behavioral science field from an accredited college or university or three years of full-time professional experience providing direct service to individuals in a social service setting. Demonstrate the competencies to become credentialed as a Qualified Mental Health Associate (QMHA), as outlined in the Oregon Administrative Rulings (OARs). Certification must be kept current and in compliance with OARs through MHACBO. 

Experience: 

• Two years of work experience in an office setting or demonstrated ability to fulfill the requirements of the position. 

Specialized Knowledge, Skills and Abilities:

• Type 50 WPM
• Familiarity with basic office equipment 
• Ability to organize, track, and monitor various tasks.
• Ability to operate computer hardware and software at a level needed to effectively perform job functions  
• Enter and retrieve data  
• Knowledge of components for maintaining a Trauma Informed Care environment  

Other: 

• All client-facing positions must have the ability to perform Basic Life Support (BLS) and properly use AED equipment. BLS certification training will be provided within the first 60 days of hire. Certification must remain current. 

Working Conditions 

• Environmental: Work is performed in a clinic setting - in the CAIR team room at the Plaza site over the phone.  CAIR is Cascadia's Access, Information and Referral phone line. CAIR screens individuals for eligibility to Cascadia's services and sets up intakes at the clinics for those individuals who are eligible. Meal periods and breaks are subject to interruption. Universal Precautions and remaining alert to the environment are important to address the potential for violent behavior, exposure to disease, biohazards, noise and contaminants. 
• Mental Demand: The work assigned is diverse and involves addressing new and unusual circumstances in which outcomes may negatively affect costs, employee morale or clients. The work regularly involves a degree of unpredictability and disruption of planned tasks requiring a flexible time management approach.
• Physical Demands: A typical workday consists of sitting at a desk and utilizing computers and other office equipment. Employee must have the ability to assist the team in providing safety to all consumers and staff in potentially volatile situations.

Cascadia is an Equal Opportunity Employer. If you need assistance or accommodation due to a disability, contact us at 503-963-7654.

This position is represented by a labor union.

Cascadia is an Equal Opportunity Employer. If you need assistance or an accommodation due to a disability, you may contact us at 503.963.7654.

Employees are responsible for obtaining and maintaining all licenses, certifications, registrations, and other credentials required for their position. Required credentials must remain active and in good standing as a condition of employment. Candidates are encouraged to familiarize themselves with any applicable credentialing requirements, including associated fees and renewal or maintenance obligations, prior to applying.

Benefits

We offer generous benefits for our full-time and part-time employees (20 hours + pro-rated) including:

• Generous Paid Time Off Package - Full-time employees earn 6 weeks of PTO in their first year!
• Medical and Dental Coverage (begins 1st of the month following hire date)
• VSP Vision Discount Plan
• 403(b) Retirement Plan - Eligible after 60 days with immediate 100% vesting and a 1-to-1 company match up to 3% per pay period, plus the opportunity for an additional discretionary contribution (up to 5%) at the end of the fiscal year.
• Flexible Spending Account (FSA) (Medical, dependent care, and transportation options)
• Short-Term Disability, Long-Term Disability, and Life Insurance
• Paid Bereavement and Jury Duty Leave
• Length of Service Award
• Voluntary Life Insurance
• Supplemental Insurance
• Student loan forgiveness options

Wellness Benefits:

• Employee Assistance Program (EAP)
• Bike to Work Reimbursement

Starting Rate Range in USD ($)

$21.90 - $22.56