Clinical Escalations Specialist

About Catalight Care Services

Employment Type: Full time

Looking for a role that helps close the access gap for families seeking autism services with an ultra-efficient assessment and onboarding process so kids can get the care they need quickly through innovative and flexible treatment options? Consider joining Catalight Care Services (CCS), one of the nation’s largest behavioral health networks supporting more than 10,000 families a year and growing. In addition to providing access to exceptional care, the organization is helping build a culture and community focused on equality and belonging so all people, of all abilities can live their best lives and thrive. If that is not enough to entice you, clinical excellence reigns at the CCS with a world-class multi-disciplinary team including MFTs, LCSWs, SLPs, Psychologists, Neuropsychologists, Medical psychologists and BCBAs. We also offer flexible hours and competitive compensation. JOIN US!

Role Overview

The Clinical Escalation Specialist will support, monitor, track, and respond to formal complaints and grievances. The Clinical Escalation Specialist will act as a liaison between clients, departments, and resources to assess and coordinate responses to funders regarding client escalations. Responsible for overseeing the escalation process regarding complaints and grievances and coordinates care when needed to ensure each client receives high-quality services.

ESSENTIAL JOB FUNCTIONS

• Serve as main contact for clients and families and respond to all client inquiries ensuring all client needs are met.
• Actively listen and build rapport with families, providers, and funders.
• Respond to and manage complaints and escalations from client families.
• Provide effective support to the escalation process and actively resolve client issues directly and through a timely process.
• Track and monitor escalations.
• Conduct Investigative Reviews, submit associated findings and recommendations.
• Conduct case reviews on escalated cases, submit associated findings and recommendations.
• Compose communications internally to effectively convey inquiries, complaints, and compliments.
• Compose communications externally directly to customers or on behalf of the company in a professional and cordial manner.
• Consistently and effectively propose solutions to problems/inquiries from customers by maintaining a thorough understanding of company guidelines, procedures, products, services, and operations.
• Exhaust all efforts to prevent further escalations to management.
• Serve as a liaison between funder and other Catalight departments.
• Attend funder meetings as it relates to clinical escalations and case consultation.
• Maintain a temporary caseload and provide ongoing case management services to escalated clients/providers, as needed.
• Assess risk and escalate high-risk clinical concerns to supervisor as needed.
• Review relevant reports and documentation as needed to complete investigative reviews, complaints, or grievances.
• Familiarity with Care Path and BHT services provided by Catalight Care Services.
• As appropriate, coordinate with Clinical Care Team to ensure suitable BHT services.
• Follow care plan through effective health coaching and risk management.
• Complete documentation regarding all interactions with clients, providers, and interdisciplinary teams using appropriate systems and procedures in a timely manner, per agency policies.
• Participate in special projects and assist with additional duties or tasks as assigned by supervisor.
• Take initiative to investigate issues and make decisions independently.

QUALIFICATIONS

Minimum Education, Experience & Training Equivalent to:

• Master's degree from an accredited college or university in social work, marriage family therapy, or counseling is required.
• Licensed Clinical Psychologist, LCSW, LMFT or LPCC required.
• 1+ years of related professional experience working with children with autism spectrum disorders (“ASD”) and/or other related developmental disabilities in a multi-disciplinary team setting preferred.
• Demonstrated expert