Mental Health Intake Cnslr I

Rochester, NY


The Department of Psychiatry at the University of Rochester invites applications for a Care Coordinator position to join the Collaborative Care and Wellness Division. Specifically, UR Medicine EAP. UR Medicine EAP provides confidential guidance and support for addressing a variety of personal and work-related challenges. The Care Coordinator is an integral member of the EAP team. The Care Coordinator is responsible for the managing all incoming EAP service requests and other duties as assigned.


Incoming Phone Calls:

  • Answers incoming telephone calls. Responding to patients’ questions, with the ability to triage crisis concerns to appropriate clinical staff. Provides validation, de-escalation, and service recovery as necessary.

  • Answers phone in a timely and courteous manner with an understanding of mental illness and the distress this can causes for the patients and their family members, as well as an understanding of how to interact respectfully and calmly with the same.

  • Manages incoming clinic calls, sorts calls to various providers. Documents in Penelope software (EAP EMR) while speaking with patients. Assures routing of documentation to the appropriate staff/provider.

  • Coordinates outgoing calls related to major functions above.

  • Provides information to patients to minimize the need to redirect the telephone call, forwards calls, pages providers, and takes messages.

  • Assesses whether individual, family or couples counseling is appropriate for the EAP

Incoming Emails:

  • Manages EAP email inbox and triaging requests as appropriate.

Service Recovery:

  • Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.

  • Involves Clinical staff, Admin staff or Program Director when

  • appropriate/necessary.

Care Collaboration:

  • Helps identify resources for current clients

  • Updates resource lists for all providers

  • Collaborates with team members

Case management:

  • Triages incoming crisis call/communications

  • Manages no show lists and collaborate with providers around next steps

Process Development:

  • With direct oversight from leadership, carries out actionable items for quality improvement and process development


  • Provides clinical presence at the front desk when needed

  • Subscribes to the Departmental goal of creating a culturally competent environment by treating patient, families, trainees, and co-workers in a sensitive manner with appropriate attention to cultural differences. Participates in available cultural competence events and training appropriate to job duties.

Other duties as assigned.


  • BSW preferred

  • 2.5 years related work experience; or an equivalent combination of education and experience preferred.

  • Demonstrated customer service skillsrequired.

  • Detail oriented with strong organizational/prioritization skills and ability to work independently under general guidance required.

  • Ambulatory care and telephone triage experience preferred.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $24.40 - $34.16 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Medical Faculty Group
Full/Part Time: Full-Time