Engagement Specialist

Boston Medical Center; Boston (MA); On-site; USD 30,000 - 39,000; Part time

Job summary

Boston Medical Center is seeking an Engagement Specialist to actively engage MVPP patients in the Emergency Department, building rapport, identifying goals, and executing care plans for those affected by chronic homelessness, substance use disorders, and severe mental illness. The role requires collaboration with ED staff, coordination with MVPP leadership, and documentation in EPIC.

Ideal candidates have two years in social services and knowledge of Boston resources, with a commitment to

Qualifications

• HS Diploma required; associate or bachelor’s in social work, psychology or related field preferred.
• At least two years in social services or healthcare setting preferred.
• Personal lived experience with addiction, mental illness, and/or homelessness valued but not required.
• Experience with populations experiencing chronic homelessness and substance use disorders preferred.
• Knowledge of community resources and homelessness services; harm reduction approach.
• Proficiency in English; bilingual abilities preferred.

Responsibilities

• Engage MVPP patients in the ED using tracking/reporting tools and rounding in the ED/waiting room.
• Build rapport and trust with MVPP patients through patient-centered approaches.
• Use motivational interviewing and coaching to identify unmet needs and goals.
• Execute care management goals during overnight hours (ROIs, shelter referrals, housing paperwork).
• Document encounters thoroughly in EPIC and write end-of-shift reports for daytime MVPP staff.
• Coordinate with overnight ED staff to support MVPP patients, advocating for their needs.
• Escalate unmet needs and workflow concerns to MVPP leadership.
• Represent MVPP during overnight hours in the ED and ensure data entry/compliance with BMC standards.

Skills

Interpersonal skills

Communication skills

Cultural humility

Critical thinking

Independent worker

MS Office

Education

HS Diploma

Associate or bachelor’s degree in social work/psychology or related field

Tools

EPIC

MS Word

Excel

Outlook

Job description

POSITION SUMMARY:

The MVPP Engagement Specialist will play a crucial role in engaging identified multi-visit patients within BMC’s Emergency Department. This role will bring skills in patient engagement to build positive relationships, identify goals, and execute plans with the MVPP patient population. The Engagement Specialist should have a passion for working with patients affected by chronic homelessness, substance use disorders, and severe and persistent mental illness. This role requires practicing non-judgmental patient centered care and cultural humility in order to engage an impacted patient population who is often marginalized within the healthcare system.

As part of the Population Health Department’s Multi Visit Patient Program, this role will report to the Senior Manager of Behavioral Health, Population Health and work closely with the MVPP Clinical Manager. Work will be completed within the Emergency Department setting and require close collaboration with ED staff during non-traditional hours (typically overnight/second shift), with some flexibility in days of the week worked depending on department needs and coverage schedule.

Position: Engagement Specialist

Department: PHS Administration

Schedule: Part Time (Evening)

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Engage MVPP patients being seen in the BMC ED utilizing tracking/reporting tools within EPIC as well as rounding in the ED and waiting room
• Build rapport, trust and positive relationships with MVPP patients through collaborative and patient-centered approaches
• Utilizing approaches such as motivational interviewing and coaching, engage patients in identifying unmet needs and care goals
• Execute care management goals identified by patient and MVPP team such as getting ROIs signed, shelter referrals, housing paperwork, that can be accomplished during overnight hours
• Complete timely and through documentation of all patient encounters using template notes within EPIC
• Write thorough “end of shift reports” about patient encounters for MVPP Clinical Manager and MVPP interns working daytime hours
• Coordinate with overnight ED staff including providers, nurses, and social workers to support MVPP patients, advocating for unique needs of multi-visit patient population when indicated
• Escalate concerns regarding unmet patient population needs and ED workflows to MVPP Clinical Manager and Senior Manager of Behavioral Health, Population Health.
• Act as a representative for the Multi Visit Patient Program during overnight hours in the ED
• Comply with all data entry, data integrity, and data tracking requirements for BMC
• Must adhere to all of BMC’s RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

JOB REQUIREMENTS

EDUCATION:

• HS Diploma (or equivalent) required. Associate or bachelor’s degree in social work, psychology or related human services field is highly preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• License in relevant behavioral health discipline preferred but not required, such as CHW, CARC, LADC, etc.

EXPERIENCE:

• At least two years of experience working in social services or healthcare setting preferred.
• Personal lived experience with addiction, mental illness, and/or homelessness is valued in this program, but not required.
• Prior experience working with individuals experiencing chronic homelessness preferred
• Prior experience working with individuals impacted by substance use disorders and/or severe and persistent mental illness preferred
• Prior experience working in emergency services setting preferred

KNOWLEDGE AND SKILLS:

• Knowledge of community resources and healthcare systems commonly used by the patient population. Preference for individual with knowledge of Boston area resources specifically.
• Basic knowledge of common mental health diagnoses and skills/passion to engage individuals with untreated and/or symptomatic chronic mental illness
• Basic knowledge of substance use disorders and skills/passion to utilize a person centered and harm reduction focused approach
• Knowledge of homeless services and passion for serving individuals who are unhoused through a non-stigmatizing, patient-centered approach.
• Understanding of the social determinants of health impacting this patient population and importance in addressing them (housing, food insecurity, transportation, etc.).
• Ability to practice cultural humility and desire to work with diverse, multi-cultural and multi-lingual populations and colleagues
• Strong interpersonal skills and ability to communicate in a courteous, pleasant and professional manner with healthcare providers, patients and families, general public, staff members, external agencies, and other organizational leaders.
• Ability to work independently and to make decisions based on established policies and procedures.
• Proficient oral and written English communication skills.
• Bi-lingual and/or bi-cultural candidates preferred
• Intermediate Microsoft Office suite experience (i.e. MS Word, Excel, Access, Outlook)
• Experience using an electronic health record preferred

Compensation Range:

$0.00- $0.00

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and view fit . ..

Equal Opportunity Employer/Disabled/Veterans