As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world. UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a "Great College to Work For" for five consecutive years. The Department of Psychiatry and Behavioral Sciences within the UW School of Medicine is the third largest clinical department within the School of Medicine with 285 full-time faculty members, 280 clinical faculty members, and over 200 staff. Department faculty provide clinical services in 5 hospitals, 14 primary care locations, and several outpatient sites in addition to telepsychiatry consultations to more than 150 clinics in Washington and beyond. As the only academic psychiatry department serving the five state WWAMI region (Washington, Wyoming, Alaska, Montana, Idaho), the Department's highly competitive residency training program is largely responsible for developing the mental health workforce in the Pacific Northwest. The Department's robust research portfolio totals $35 million in grants and contracts per year for projects ranging from clinical neurosciences to treatment development to health policy and population health. The Department is recognized as an international leader in developing, testing, and implementing Collaborative Care, an integrated care model increasingly seen as a solution for population-based mental health care. Other areas of excellence include Addictions, Autism, High Risk Youth, Neurosciences, and Trauma, and the Department is developing innovative new programs in Technology and Mental Health, Global Mental Health, Maternal and Child Mental Health, and Targeted Intervention Development.The Department of Psychiatry and Behavioral Sciences has an outstanding opportunity for a full-time MENTAL HEALTH NAVIGATOR (MHN) in the our telepsychiatry division. Under the supervision of the Director of Patient and Family Experience (DPFE), the MHN will facilitate and process electronic, telephone and video-based clinical care encounters to UW telemedicine-supported mental health service programs offering both provider to provider and patient to provider services. The MHN will collaborate with the telepsychiatry teams, including Psychiatrists and program leadership, to plan, implement and document services offered to patients or eligible providers regarding mental health and/or substance use disorder treatment. For provider to provider telepsychiatry programs, MHN staff are responsible for triaging telephone calls or electronic medical record consults from eligible subscribing healthcare providers, some within the UW Medicine system and others throughout Washington state, who contact us seeking mental health and/or substance use disorder services for their patients. Programs include the Partnership Access Line for Moms (PAL for Moms), which provides perinatal psychiatry telephone consultation for healthcare providers across Washington State who are caring for pregnant and postpartum women with mental health care needs; and general psychiatry consult line for providers from across Washington State. For patient to provider telepsychiatry programs, MHN staff triage calls from individuals seeking mental health care for themselves or for a family member. The MHN connects callers directly to the Psychiatrist by phone or via video conferencing. A large part of the MHN responsibilities include being a resource for patients and family members by providing referrals and navigation assistance related to community mental health or substance use disorder treatment options. The MHN will monitor the entire episode of care starting with a standardized intake, implementing and documenting the clinical care encounter, and tracking follow up as indicated. This work must be completed across several electronic programs including secured texting, the electronic medical record (Epic) and at least two other secured data tracking systems. Based on funding or contract, the MHN will complete all aspects of data collection and assist in generating required reports. Additionally, the MHN will develop and maintain relationships with healthcare providers within the UW Medicine Health Care system and partnering clinics or agencies to assist with system navigation and patient access to effective mental health care. As a member of the MHN Team within the telepsychiatry division, the MHN will actively participate in unit and departmental activities to promote delivery of quality patient care, effective problem solving and communication, and continued quality improvement. All MHNs provide cross coverage for one another so will have the opportunity to work with a broad spectrum of clinical cases and programming. This position provides an opportunity to work in a fast-paced, challenging, diverse and rewarding environment. Responsibilities:The individual in this role will support telepsychiatry in the Department of Psychiatry and Behavioral Sciences, with responsibilities including but not limited to:Case triage services: 60%As part of the MHN team, provide staffing to telephone consult lines, both patient to provider and provider to provider. Call lines are currently open 8am-5pm, Monday through Friday (excluding UW holidays). Starting July 1, 2020, some program hours and staffing will be 24 hours per day/7 days per week.Follow all program screening and intake procedures, including data collection metrics and triage callers directly to the Psychiatrist as indicated and in accordance with program requirements.Facilitate telepsychiatry appointments, including eligibility review, patient registration, patient education and training about the technology and program requirements, and scheduling the appointment according to Epic standards.As part of MHN team, assist in the development of a resource database by identifying and building knowledge of mental health resources throughout the state. Provide callers with community-based resources based on type of care they are seeking, insurance coverage, and by contacting potential providers to ensure they are accepting new patients in order to provide the patient with a narrow and vetted list of care options.Monitor electronic consult referrals via Epic and triage to team Psychiatrists as indicated.Handle all patient inquiries via telephone, tele-video, or secure text messaging with a high level of professionalism, sensitivity and confidentiality. Offer top level of customer service to a diverse customer base.Working with telepsychiatry Medical Director and DPFE to ensure patients and providers are connected to services according to program guidelines of within 24 hours/one business day.Ability to handle a high volume of calls and complete all necessary patient registration and other care encounter documentation according to standards of the UW electronic medical record (Epic) accounts:?Obtaining and verifying demographic and financial information through the pre-registration process.Facilitating phone and electronic referrals and scheduling tele- health and in person appointments with appropriate providers and clinics.Informing patients of financial responsibilities and insurance coverage.Obtaining appropriate patient care agreement documentation. Collecting and recording patient information in compliance with Epic standards. Communicating and coordinating with providers for patients' continued care.Provide coverage for MHN colleagues as requested by DPFE or designee Outreach, Relationship and Network Building: 25%Building relationship with UW Medicine resources (such as call center, UWP and billing teams), network (or partner) clinics, and providers.Ability to build rapport and relationship with patients, network (or partner) clinics, providers and systems.Outreach, develop and track community-based resources based on patient care needs, type of service requested, physical location, etc. for dissemination across MHN and telepsychiatry teams.Process Improvement and Analytics: 15% Attend MHN team meetings as scheduled by DPFE or designeeActively engage in supervision as scheduled by DPFE or designeeContribute to the development and implementation of tele mental health service protocols. Recommend process improvements to existing policies and procedures. Assist in the development and management of computerized systems for tracking patients served.Ensure follow-up patient and provider satisfaction surveys are completed in accordance with relevant program requirements. Assist in preparing summary data and narrative reports, graphs, tables, charts and illustrations.Assist in monitoring data quality control to ensure adherence to service protocol.Perform related duties as required. As a UW employee, you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.Requirements:*High School graduation or equivalent AND two years Patient Services Specialist 2 experience OR equivalent education/experience.Equivalent education/experience will substitute for all minimum qualifications except where there are legal requirements such as license/certification/registration.Desired Requirements:*Associate of Arts Degree; AND two years of experience in a behavioral health setting.*A Bachelor's degree in a relevant academic area and two years of experience in a mental health setting or equivalent education/experience. *Experience may substitute for education on a year-for-year basis. *Documented excellence in customer service.*Prior experience in mental health triage*Excellent verbal and interpersonal skills to interact positively with a wide range of people.*Ability to multi-task and prioritize tasks, and quickly synthesize information.*Experience with data management. *Demonstrated attention to detail, excellent organizational skills and creative problem-solving skills.*Experience working with the public or representing an organization to other organizations.*Ability to work effectively both as a large, interdisciplinary team while also working independently with minimal supervision. *Proficiency in the use of MS Word, MS Excel, PowerPoint, MS Outlook, SharePoint, and Epic.Application Process:The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Workforce Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.