Centerstone

Team Lead

• Supervise the day-to-day work of the Clinical Care Coordination team
• Hold regular supervision and lead team meetings
• Oversee referral triage, case conferencing, documentation review, training compliance, and productivity management
• Provide coaching, mentorship, and professional development opportunities to staff
• Monitor care coordination performance metrics
• Complete monthly audits and submit timely internal reports to the Program Manager
• Maintain accurate and timely case status tracking for assigned referrals
• Assist with hiring, onboarding, and training of new clinical care coordinators and operational support team members
• Perform clinical care coordination services, including managing caseload coverage, as needed
• Support manager requests and departmental processes, including phone lines and day-to-day operational tasks
• Assist with external provider consultation and coordination, including reviewing and processing service continuations
• Serve as a point of contact for routine outreach inquiries related to services and referrals

Team Lead, Contract Care Coordination

Call Center Representative

• Deliver a respectful, compassionate experience for every caller, working to achieve one-call resolution whenever possible
• Schedule appointments or connect individuals and families with appropriate clinicians and services based on identified needs
• Complete crisis screening assessments and coordinate with crisis or mobile crisis teams when immediate intervention is required
• Gather demographic information and accurately document details within CRM and/or EMR systems
• Identify callers’ funding sources and perform brief insurance verification
• Manage and track referrals in Salesforce, including necessary outbound follow-up calls
• Achieve or exceed Contact Center KPIs and quality audit performance standards
• Maintain compliance with HIPAA and PHI guidelines and protocols
• Communicate professionally with colleagues, clients, and community partners through written, verbal, and virtual channels across digital platforms

Call Center Agent

Clinical Coordinator

• Develop, staff, market, organize, and manage services
• Provide counseling using evidence-based methodologies, including individual, group, and family therapy
• Provide clinical supervision and consultation to substance use clinicians and interns/practicum students
• Train or ensure training of new staff, interns, and practicum students
• Ensure substance use clinical services are recovery focused and trauma informed
• Collaborate across nursing, substance abuse outpatient treatment, and residential treatment programs
• Ensure assigned staff meet specialty annual requirements
• Conduct intakes, assessments, and write assessment summaries
• Link service recipients with internal and external resources
• Maintain contact and consultation with referral sources
• Assist with discharge planning and provide follow-up services
• Monitor urinalysis, breathalyzer, and other testing
• Make decisions to assure program continuity in the supervisor’s absence

• Supervise the day-to-day work of the Clinical Care Coordination team
• Hold regular supervision and lead team meetings
• Oversee referral triage, case conferencing, documentation review, training compliance, and productivity management
• Provide coaching, mentorship, and professional development opportunities
• Monitor care coordination performance metrics, complete monthly audits, and submit internal reports to the Program Manager
• Maintain accurate and timely case status tracking for assigned referrals
• Assist with hiring, onboarding, and training of clinical care coordinators and operational support staff
• Perform clinical care coordination services and manage caseload coverage as needed
• Support manager requests and departmental operational processes
• Assist with external provider consultation and coordination, including service continuation reviews
• Serve as a point of contact for routine outreach inquiries related to services and referrals

Manager

• Work collaboratively and be co-located within the local Health Department.
• Increase access to behavioral health treatment and support for individuals receiving medical services through the Moore County Health Department.
• Identify individuals who may benefit from additional support and facilitate connections to behavioral health resources.
• Promote integrated, person-centered care and bridge medical and behavioral health services.
• Coordinate services and care for patients through coaching, strategies, and health and wellness resource coordination.
• Teach patients the connection between physical and mental health.
• Help patients navigate the health care system through coaching, education, and support.
• Coordinate behavioral and primary care needs and develop strategies to remove barriers to wellness.
• Refer, advocate, and link clients and families to additional services.
• Use behavioral management techniques, crisis intervention, active listening, and motivational interviewing.
• Provide supportive and educational case management services to develop daily living and coping skills.
• Develop, implement, evaluate, and update treatment plans with client and family input.
• Enter timely written documentation into the Electronic Medical Record for all services rendered.
• Connect with clients face to face in the office and community, through telehealth, and by phone.
• Attend weekly staffing and team meetings and complete assessments.
• Assist clients with developing natural support systems.
• Attend and participate in clinical supervision.
• Maintain departmental productivity expectations.

Case Manager, Clinical Services

Dispatcher

• Answer calls from community partners, including hospitals, jails, clinics, and other referral sources
• Collect essential demographic and clinical information to facilitate timely crisis response
• Follow protocols and procedures to dispatch the appropriate mobile crisis dispatch team
• Document all required information in the appropriate electronic recording system
• Work closely with Centerstone Mobile Crisis teams and Dispatch Specialists across Tennessee, Indiana, Illinois, and Florida
• Coordinate services based on the geographic location of each crisis response request
• Actively participate in supervision meetings, including quality, training, and team meetings
• Assist in administrative tasks as needed

Team Lead, Contract Care Coordination

Call Center Agent

Clinical Coordinator

Team Lead, Contract Care Coordination

Case Manager, Clinical Services

Dispatcher, Mobile Crisis