Unit Intake Support Coordinator - Marlborough, United States - Department of Public Health

Department of Public Health
Department of Public Health
Verified Company
Marlborough, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

The Quality Assurance and Licensing (QAAL) Unit within DPH/BSAS is responsible for ensuring regulatory compliance of Alcohol and Drug Counselors and Facilities licensed and/or funded to provide substance use disorder treatment and recovery services.

The Unit Intake Support Coordinator serves as the initial point of contact for the receipt, by telephone, facsimile, or in writing, of complaints, required notifications and other regulatory matters reported on BSAS facilities and licensed counselors.


This incumbent is responsible for entering complaint and notification data in the system, completes information gathering related to complaints and notifications; exercises judgement in recommending a response, and collaborates with Bureau of Substance Addiction Services staff to aid and facilitate investigations.


Duties and Responsibilities (these duties are a general summary and not all-inclusive):

  • Receive, review, and process all complaints and notifications reported by patients, residents, program staff and constituents to the Bureau of Substance Addiction Services that have been received by telephone and or in writing regarding provision of services, patient/resident care, Health, and Safety matters occurring in licensed/approved, and/or funded facilities or by licensed individuals.
  • After Interacting with individuals and program staff regarding relevant information, assist the Health Care Facility Specialist II in performing an initial evaluation and determine necessity for corrective action. Work with the Intake Coordinator on triaging complaints or notifications related to funded programs only.
  • Convey information relating to impact of regulatory violation and/or the risk to patients and/or staff, notifies supervisor and senior staff of critical events and recommends followup to Compliance Officers as needed.
  • Assist the Health Care Facility Specialist II in analyzing the information regarding the complaint that was provided by the complainant to ensure that the provided information is complete and sufficient to evaluate program conformance with rules and regulations.
  • Exercise judgement and gather additional information as necessary through direct contact with the complainant or the program.
  • Assist in evaluating the effectiveness of substance use disorder healthcare facilities and applies the findings for quality improvement training planning and development programs for such facilities.
  • Assist in monitoring the BSAS Complaint Line by answering telephone calls in real time, interacting with the caller, and recording the information that was provided.
  • Document all received information accurately and concisely into the BSAS elicensing database.
  • Following the guidance of the Health Care Facility Specialist II, make the appropriate referrals for matters that are outside the purview of BSAS to maintain positive relations and ensure good customer service.
  • Monitor the BSAS efax for Required Notifications sent from programs reporting Health and Safety concerns as mandated through Regulation.
  • Review required Notifications for accuracy regarding the provided information relating to program demographics to ensure the correct program license is obtained.
  • Process closure of Required Notifications that relate to noncritical events as appropriate with documentation of reason for closure.
  • Communicate clearly and effectively with senior staff, supervisors, peers, legal counsel, patients, and outside facilities.
  • Notify appropriate individuals of serious incidents in a timely manner.

Required Qualifications:


  • Awareness of the principles and practices of behavioral healthcare administration.
  • Understanding of safety practices and procedures followed in providing behavioral healthcare.
  • Awareness of the laws, regulations, procedures, specifications, standards, and guidelines governing BSAS.
  • Knowledge of the types and uses of agency forms and equipment.
  • Understanding of the types and uses of equipment, apparatus, and materials used in a health care facility.
  • Recognition of the rules and regulations for operating a licensed/approved substance use disorder treatment program.
  • Awareness of behavioral health care related terminology and standard abbreviations used in substance use disorder treatment.
  • Capacity to use investigative techniques to obtain information and maintain accurate records, gather information by examining records and documents, and accurately record information provided orally.
  • Capability to analyze and determine the applicability of data and information, draw conclusions, and to identify trends and notify supervisor and senior staff.
  • Understanding when to exercise discretion in handling confidential information.

Preferred Qualifications:


  • Understanding of the laws, rules, regulations, policies procedures, specifications, standards, and guidelines governing assigned unit activities.
  • Comprehension of the types and availability of public or private b
More jobs from Department of Public Health
See all jobs of Department of Public Health