Centralized Access Case Manager
Summary/Objective:
The Centralized Access Case Manager is part of the clinical team providing initial assessment and care coordination to individuals who present to The Dimock Center for admission to substance use and behavioral health services. They are one of the initial points of contact with potential clients and referral sources. The Centralized Access Case Manager works on a multidisciplinary team that includes nurses, behavioral health specialists and medical providers to collectively triage individuals seeking care. The Centralized Access Case Manager is responsible for collecting accurate patient clinical information as demonstrated by minimal need of program clinicians to recollect the same data. They work collaboratively with community partners and Dimock staff to help connect individuals with resources both inside and outside of Dimock. This role combines excellent customer service skills with a solid understanding of substance use disorder and mental health treatment.
Essential Functions
- Conducts initial client assessments to gather detailed information for all individuals presenting to the Dimock Center for substance use treatment services
- In collaboration with nursing and medical staff, evaluate clients' needs and determine eligibility for services
- Demonstrates working knowledge of Dimock’s continuum of care and facilitates appropriate referrals/contacts within the larger system
- Provide information and referrals to appropriate services and resources both in person and over the phone
- Maintains good working relationships with community resources and referral sources; stays informed about community resources and services
- Maintain accurate and up-to-date client documentation in the electronic medical record
- If applicable, coordinates with other service providers and agencies
- Ensures confidentiality and privacy of client information
- Collaborates with Dimock service providers and participates in team meetings; develops and maintains positive relationships with service providers
- Demonstrates knowledge of and adherence to Dimock’s policies and procedures, Bureau of Substance and Addiction Services and Joint Commission standards
- Other duties as assigned
Required Education
- At least two years working with individuals with substance use and mental illness; homelessness or a relevant behavioral health related field
- Bachelor’s degree in social work, psychology, or a related field; Master’s degree in social work preferred
Competencies
- Commitment to trauma-informed, compassionate care for underserved populations
- Able to work with minimal direction
- Possesses strong interpersonal skills and can effectively communicate with all levels within clinical departments
- Is detailed oriented and organized, with excellent follow through skills
- Practices excellent problem-solving skills and is a team player
- Shows ability to prioritize responsibilities to achieve desired results in required time frame.
- Takes responsibility for delivery of services as part of team effort in unit/department
- Maintains a high standard of confidentiality regarding the patients, visitors, and co-workers
- Ability to manage difficult or emotional patient situations
Knowledge/Skills
- Experience working in a similar role or within social services
- Strong knowledge of community resources and services
- Excellent communication and interpersonal skills
- Understanding of local and federal regulations related to social services
- Strong organizational and time-management skills
- Ability to handle sensitive information with discretion
- Proficient in Microsoft Office Suite
- Excellent problem-solving abilities
- Strong written and verbal communication skills
- Experience in customer service or client support
Work Environment / Work Standards
- This position operates in a clinical setting.
- Adheres to the center/departmental policies, procedures, and regulations.
- Can be depended upon to meet established standards and achieve desired results.
- Pays attention to details in performing job.
Physical Demands
Light (requires lifting 20 lbs., with frequent carrying of up to 20 lbs.)
Position Type/Expected Hours of Work
This position will work full-time Monday-Friday.
Other Duties
Note this job description is not designed to cover a comprehensive listing of duties that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.
EEO Statement
The Dimock Center values diversity and is committed to equal employment opportunity regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status protected by law.
Pay Range:
$21-$36/hr in line with experience, education, licensure and certification
Skills Required
- Minimum two years working with individuals with substance use, mental illness, homelessness, or related behavioral health field
- Bachelor's degree in social work, psychology, or a related field
- Master's degree in social work
- Experience conducting client assessments and care coordination in clinical or social services settings
- Strong knowledge of community resources and referral networks
- Proficient in Microsoft Office Suite
- Maintain accurate client documentation in electronic medical records (EMR)
- Excellent written and verbal communication and interpersonal skills
- Ability to manage difficult or emotional patient situations and maintain confidentiality
- Understanding of local and federal regulations related to social services
What We Do
The Dimock Center is an urban health center in Boston that provides comprehensive, high-quality, low-cost health care, behavioral health and addiction services, early education, and wraparound support. Founded in 1862 as the New England Hospital for Women and Children, the center serves as a national model for delivering integrated health and human services to diverse populations in an urban community.
