Call Center SUD Technician Contingent

Overview

Under the supervision of the DWIHN Call Center Director, the Substance Use Disorder (SUD) Technician is responsible for conducting brief screenings, electronic case review and providing authorization and care management services. This position provides behavioral health utilization management services for the treatment provider network through the implementation and facilitation of outpatient, withdrawal management, residential authorizations and case management processes.

• Determines appropriate levels of care for referral, assisting clients in selecting an appropriate SUD provider.
• Initiates referrals to selected provider.
• Conducts initial intakes.
• Discusses with the client the rationale, purpose, and procedures associated with the screening and assessment process to facilitate the client’s understanding and cooperation.
• Gathers and assesses information and summarizes data for the client.
• Assesses and determines the severity of client’s substance use disorder.
• Assesses client’s immediate needs by evaluating relevant information including signs and symptoms of intoxication and withdrawal.
• Administers appropriate evidence-based screening and assessment instruments specific to each client to determine their strengths and needs.
• Obtains relevant history and related information from the client and other pertinent sources to establish eligibility and appropriateness of services.
• Interprets results of screening and assessments and integrates all available information to formulate a diagnostic impression and determine an appropriate course of action.
• Develops a written summary of the results of the screening and assessment to document and support the diagnostic impressions and treatment recommendations.
• Formulates and discusses diagnostic assessment and recommendations with the client to initiate an individualized treatment plan that incorporates client’s strengths, needs, abilities, and preferences.
• Performs ongoing assessments in collaboration with the client and concerned others to review and modify the treatment plan to address treatment needs.
• Matches client needs with community resources to facilitate positive client outcomes.
• Discusses rationale for a referral with the client.
• Communicates with community resources regarding needs of the client.
• Provides information to the client regarding the structure, expectations, and purpose of the counseling and referral process.
• Provides continual evaluation of the client’s safety, relapse potential, and the need for crisis intervention.
• Provides information on issues of identity, ethnic background, age, sexual orientation, and gender as it relates to substance use, prevention and recovery.
• Provides re-authorization of SUD/Mental Health/co-occurring services.
• Conducts three-way warm transfer calls.
• Assists providers with additional client information to assure appropriate referral for treatment services.
• Evaluates clinical appropriateness for SUD consumers.
• Establishes funding eligibility.
• Applies priority status criteria for placement.
• Responsible for follow-up with clients who were admitted for treatment and assisting them with a continuum of care.
• Monitors client’s compliance with services and assists with aftercare/recovery plan services.
• Reviews requests for authorizing/reauthorizing medically appropriate services and length of stay.
• Manages client care through the MH-WIN system.
• Updates the reauthorizations database.
• Tracks and monitors cost factors relative to service utilization, treatment activities, and other access and placement criteria.
• Conducts utilization reviews of SUD/COD client cases daily.
• Conducts SUD provider authorizations and reauthorizations for SUD/COD services.
• Enters data and reports into written formats and electronic databases.
• Monitors provider services for adherence to priority Federal, State and Medicaid admission requirements.
• Manages and coordinates waiting list(s) for those seeking SUD treatment by closely monitoring provider capacity.
• Conducts SUD follow-up surveys and discharge summary reports for clients receiving intensive SUD services.
• Conducts client satisfaction surveys.
• Provides community callers with information related…