Dispatch Coordinator - PAR

Detroit Wayne Integrated Health Network; Detroit (MI); Hybrid; USD 35,000 - 50,000; Full time

Job summary

A health services provider in Detroit is seeking a PAR Dispatch Coordinator to facilitate communication between hospital social workers and PAR screeners. The role requires at least two years of experience in human services or related fields, strong customer service skills, and a valid State of Michigan Driver's License. Candidates should possess knowledge of behavioral health principles and be able to work effectively in a team. The position offers flexibility to work remotely with supervisor approval.

Qualifications

• Minimum of two years experience in a human service or related field.
• Demonstrated experience in customer service and crisis response.
• Valid State of Michigan Driver's License.

Responsibilities

• Coordinate between hospital social workers and PAR screeners.
• Answer incoming telephone calls and provide service coordination.
• Complete assessments to determine appropriate care levels.

Skills

Knowledge of behavioral health and mental health principles

Communication skills

Customer Service skills

Assessment skills

Active Listening skills

Computer skills (Word, Excel, Access, Power Point, Outlook, Teams)

Education

High School diploma, GED, or equivalent

Job description

Under the general supervision of the Director of Crisis Services, the PAR Dispatch Coordinators are responsible for the coordination between hospital social workers and the PAR screeners.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Answers incoming telephone calls.
• Provides coordination between hospital social workers and PAR screeners.
• Completes Requests for Service (RFS) ensuring that Pre-Admission Review (PAR) screeners complete assessments to determine if an inpatient setting is the appropriate level of care for the individual.
• Enters requests for services (RFS) from referring hospitals and relays the information to dispatch the PAR Screeners.
• Enters client information into DWIHN’s Electronic Health Record (EHR), the MHWIN system and relays information to the PAR Screeners.
• Utilizes MHWIN dispatch system to deploy PAR Screeners.
• Utilizes DWIHN’s phone system.
• Completes data entry for enrollments.
• Generates member IDs for new individuals entering the DWIHN system.
• Verifies Medicaid in the CHAMPS system.
• Completes triage to provide initial assessment of the individual’s need.
• Participates in agency and system staff meetings.
• Performs related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES (KSA’S)

• Knowledge of DWIHN policies, procedures, and practices.
• Knowledge of the DWIHN provider network and community resources.
• Knowledge of the Michigan Mental Health Code.
• Knowledge of behavioral health and mental health principles and practices.
• Knowledge of the Michigan Medicaid Provider Manual.
• Knowledge of MWHIN.
• Knowledge of compliance standards.
• Knowledge of call screening techniques and phone etiquette.
• Knowledge of policies and procedures for receiving and processing emergency calls.
• Knowledge of customer service principles and practices.
• Knowledge of crisis training and experience in de‑escalation, i.e., suicide prevention, development of crisis plans, trauma‑informed care, etc.
• Knowledge of emergency and general dispatch procedures and practices.
• Knowledge of medical and insurance terminology
• Assessment skills.
  • Evaluation skills.
  • Decision Making skills.
  • Interpersonal skills.
  • Customer Service skills.
  • Communication skills.
  • Active Listening skills.
  • Computer skills (Word, Excel, Access, Power Point, Outlook, Teams).
  • Teamwork Skills.
  • Ability to communicate orally.
  • Ability to communicate in writing.
  • Ability to work effectively with others.
  • Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population.
  • Judgement/Reasoning ability.

REQUIRED EDUCATION

AHigh School diploma, GED, or its equivalent.

REQUIRED EXPERIENCE

• Two (2) years of full‑time paid professional experience working in a human service, social service, mental health or behavioral health setting.
• Two (2) years of full‑time paid professional experience performing customer service, dispatch, emergency/crisis response, peer support or related experience.

REQUIRED LICENSE(S)

A valid State of Michigan Driver’s License with a safe and acceptable driving record.

WORKING CONDITIONS

Work is usually performed in an office setting but requires the employee to drive to different sites throughout Wayne County and the State of Michigan. This position can work remotely with supervisory approval.

Please Note: DWIHN requires proof of being fully vaccinated for COVID-19 as a condition of employment. Medical or religious accommodations or other exemptions that may be required by law, will be approved when properly supported. Further information will be provided during the recruitment process.

The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer.