General Description
Under the direction of the Clinic Support Supervisor and within federal, state and local guidelines performs moderately complex (journey-level) habilitative and rehabilitative patient care services work. Work involves providing health and personal care services to patients; observing, reporting, and documenting patient conditions and behaviors; and intervening in medical and/or psychiatric emergencies; and participating in treatment programs. May train others.
This position is responsible for assisting Physicians, Nurse Practitioners, Clinic Staff, and Front Desk Staff in the coordination of crisis and clinic services provided in the Psychiatric Medication clinic. This position is also responsible for overseeing the training of additional PCA's. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.
Education, Training, and Experience
Registration, Certification, Licensure, and Other Qualifications
Knowledge, Skills, and Abilities
Essential Duties
The following list outlines key responsibilities for the position; however, it is not exhaustive and does not encompass all responsibilities. Additional duties may be assigned as needed.
1. Ensure that individuals are seen in the psychiatric clinic for scheduled and standby appointments in a timely manner by working closely with the Psychiatrists, Nurse Practitioners, Nurses, Case Managers, and Front Desk Staff.
o Communicate with provider and Nurse in Charge (NIC) when an individual did not arrive for scheduled appointment.
2. Coordinates communication between physician/nurse practitioner and other clinic and center staff.
o Communicates office logistics effectively with provider, and nursing staff for consults, next appointments, schedule, and chart forms/paperwork.
o Ensures requests and information about coordination of care are emailed and documented as per clinic procedures.
o Responds to requests from prescribers in a timely manner.
3. Trains additional PCA's by providing verbal and written instruction in PCA job duties, modeling appropriate behavior, observing the new staff as they perform the duties of PCA, correcting and advising during on-the-job training, and auditing medical records for accuracy.
o Provides training to new PCAs using PCA training checklist.
o Maintains PCA training checklist.
o Works with RN to ensure PCA are trained by RN for vital signs.
o Observes new PCA as they perform duties.
o Provides additional on the job training to PCAs as needed.
o Reports to Clinic Support Supervisor training report and any corrective actions for PCA staff.
4. Ensures that clients are referred to Case Managers as deemed necessary by Psychiatrists, Nurses or Mental Health Authority Staff. Provides information and instruction to individuals and their families on clinic guidelines, including but not limited to contacting the nurse line, lab work, ordering refills, and the crisis line.
o Contacts appropriate staff for coordination of care and documents as set by clinic procedures.
o Educates individuals verbally and using clinic guidelines handout on how to contact nurse, schedule appointments, CPL lab facilities, fasting guidelines, ordering refills, and crisis help line.
5. Legibly documents all calls from the nurse line and returns calls to individuals and sends to NIC. Returns calls and documents in individual's record as instructed.
o Checks nurse line in a timely manner, at least once every hour.
o Documents nurse line call accurately in phone message book or via email to NIC.
o Reports to NIC each call and follows instructions given.
o Legibly and accurately documents all calls in individual's record of action taken.
6. Ensures any PAP applications given to them are completed by the individual and physician or nurse practitioner. Ensures Prescription Assistance Program (PAP) requirements are met when an individual receives PAP meds.
o Informs PAP staff of newly prescribed PAP medication, any changes in medication directions, and/or discontinuation of medication.
o Consults with PAP staff regarding available inventory.
o Obtains signatures needed on PAP applications from individual and providers.
o Coordinates with PAP staff to provide education to individuals about PAP application process as needed.
7. Must be able to work at DOPC, FMOC, COPC, or MOPC.
o Maintains acceptable driving record as required for DCMHMR insurance.
8. Completes audits and reports as assigned which may include but not limited to:
i. Completes PCA Audits as assigned monthly by deadline.
ii. Corrects or flags for correction chart and gives it to appropriate staff to complete.
iii. CPT coding worksheet accurately completed by deadline as assigned.
iv. Clozaril audit completed by weekly deadline as assigned.
v. Med costs audit completed by deadline as assigned.
9. Prepares the schedules and relevant documents for scheduled individuals for the physician's or nurse practitioners on a daily basis. Ensures the documentation is completed accurately according to DCMHMR's policies and procedures.
o Prepares the provider's schedule by identifying needed: diagnosis updates. level of care updates, fee assessment updates. Also identifies insurance status and medication funding sources as applicable.
o Prepares necessary documents for scheduled individuals including crisis screenings, hospital discharge paperwork, CRU paperwork, social intake, and lab results.
10. Checks each individual in and out of the Psychiatric Clinic as per protocol. Checks vital signs as delegated by a doctor or nurse, per protocol. Legibly documents accurate information identifying how medication has been provided at that visit using the appropriate funding source.
o Takes individuals vital signs and calculates BMI correctly prior to appointment with the provider.
o Immediately reports any vital signs to the NIC that are out of normal range.
o Coordinates with PAP and Med Room staff to ensure individual know where they need to go to pick up medications.
o Accurately completes lab requisition forms and provides verbal and written directions to individuals.
11. Processes prior authorization requests from insurance companies for prescription coverage in a timely manner.
o Initiates prior authorization requests for medication by phone, fax, or online within one business day, when assigned.
o Coverage determination results reported to pharmacy and individual in timely manner.
o Legibly documents requested results in individual's record.
o Processes appeals requests within two business days.
12. Perform additional duties as deemed necessary by supervisor within designated timeframes.
o Answers Eval phone as assigned and accurately schedules evaluation appointments and informs appropriate staff.
13. Provides emergency intervention when necessary, according to Department of Human Services (DHS) and Center Policies and Procedures. Provides verbal Prevention Management of Aggressive Behavior (PMAB) intervention correctly when necessary.
o Provides Cardiopulmonary Resuscitation (CPR) in an emergency until other medical aid arrives. Provides emergency and non-emergency first aid until professional aid arrives or as directed by a licensed medical professional.
14. Participates in the Center's Zero Suicide Initiative.
o Supports individuals experiencing a crisis by promptly connecting them with appropriate Center programs, such as the Mobile Crisis Outreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or other applicable resources. Ensure seamless coordination to facilitate timely intervention.
o Remains with individuals, when deemed safe, to provide support and maintain a calm environment until specialized crisis staff or emergency personnel arrive to take over intervention efforts. Adheres to safety protocols to prevent escalation of the crisis situation.
o Participates in debriefing sessions with the immediate supervisor or designated staff following a crisis event. Collaborate with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.