Engagement Specialist, Multi Visit Patient Program (MVPP), Overnight

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. This is a full-time position during non-traditional hours (overnight/second shift) with some flexibility in days of the week worked depending on department schedule.

Position: Engagement Specialist, Multi Visit Patient Program (MVPP), Overnight       

Department: Population Health

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Engage MVPP patients being seen in the BMC ED during overnight hours 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 day time 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.

PREFERRED EDUCATION AND 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

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

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

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

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