Integrated Call Center PRESENTED TO: BEHAVIORAL HEALTH SERVICES - - PowerPoint PPT Presentation

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Integrated Call Center PRESENTED TO: BEHAVIORAL HEALTH SERVICES - - PowerPoint PPT Presentation

Behavioral Health Services Integrated Call Center PRESENTED TO: BEHAVIORAL HEALTH SERVICES BOARD JUNE 8, 2015 Topics 1. Integration Efforts and Updates: a. Access and Referral Workgroup Integration Framework presented to the Steering


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Behavioral Health Services Integrated Call Center

PRESENTED TO: BEHAVIORAL HEALTH SERVICES BOARD JUNE 8, 2015

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Topics

  • 1. Integration Efforts and Updates:
  • a. Access and Referral Workgroup Integration Framework presented to the Steering

Committee

  • b. Access and Referral Workgroup Integration Update presented to the BOS
  • c. Integrated Call Center Draft Workflow
  • d. Integrated Call Center Draft Registration/Demographic and Insurance Verification

Questionnaire

  • e. Integrated Call Center Draft Decision Tree Screening Process
  • f. Reports and Projections
  • g. Next Steps
  • 2. MHCC Implementation and Level 1 Hospital DCs to MHUC
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Access and Referral Workgroup Integration Framework

Background

Starting late-September 2013, an Access and Referral Workgroup was formed to discuss the goal and plan of the integration of a new Behavioral Health Authorization Center. The discussion includes the following:

  • A new workflow and program structure to combine Mental Health and DADS services as one

access point

  • New policies and procedures to address the integrated workflow
  • Defined roles and scope of work of all integrated staff/ position criteria
  • Revision of Interactive Voice Response (IVR) options menu
  • Identify client populations and how to serve in integrated structure
  • Transition from mini-assessments to a brief screening tool
  • Impact of insurance coverage
  • Integrated provider network
  • Capacity management
  • Community resources
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Access and Referral Workgroup Integration Framework

Workgroup Aim

  • Consolidate Mental Health/DADs function to improve efficiencies and reduce redundancies
  • Maximize service to callers by improving response time by state mandate
  • Develop an efficient workflow with decrease wait time of callers and improve customer

service

  • Determine and finalize a location for the combined staff
  • Update Telecommunication Technology to support the proposed IVR/workflow
  • Establish best practices adhering to Culturally and Linguistically Appropriate Services

Standards at a single entry access point for Mental Health, DADS, and Integrated Treatment Services

  • Determine Policy and Procedure for Post Authorization
  • Data tracking of the unified system to: analyze outcomes, detect trends, identify

deficiencies, develop improvements

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Access and Referral Workgroup Integration Framework

Workgroup Members

  • Mikelle Le, MHD Call Center Manager
  • Noel Panlilio, DADS Call Center Manager
  • Sandra Hernandez, MHD Division Director
  • Michael Hutchinson, DADS Division Director
  • Sherri Terao, MHD Division Director
  • Sue Nelson, DADS Division Director
  • James Horrigan, 521 Representative
  • Corena Powers, DADS Call Center Representative
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BEHAVIORAL HEALTH SERVICES ACCESS AND REFERRAL

CALL CENTER REGISTRATION QUESTIONS

  • 1. Registration Date: Date Field

Client ID: Numerical Field

  • 2. Registration Site: Drop Down Choices

Screener: Drop Down Choices

  • 3. Calling for yourself/someone else?: Drop Down Choices

Relationship to client: Drop Down Choices

  • 4. Referral Source (Choose one only): Drop Down Choices

Client was referred by: Drop Down Choices

  • A. CLIENT DEMOGRAPHIC INFORMATION
  • 5. First Name:

Last Name: Middle Initial:

  • 6. Date of Birth (MM/DD/YYYY):

SSN: Gender (M/F): If F, Pregnant: (Y/N)

  • 7. Enrolled in School (Y/N/NA):

School Name: Drop Down Choices School District: Drop Down Choices Is Child receiving special education services? (Y/N)

  • 8. MediCal (Y/N):

MediCal #: Free Text Field

  • 9. Covered CA Health Plan (CCHP) (Y/N): CCHP #: Free Text Field
  • 10. Private Insurance or Health Plan (Y/N): Private Insurance or Health Plan Name: Drop Down Choices

Private Insurance or Health Plan #: Free Text Field

  • 11. VHP (Y/N):

VHP #: Free Text Field

  • 12. PCP/Clinic: Drop Down Choices with Free Text Field
  • 13. TAY Client: Y/N TAY Criteria: Drop Down Choices

Conservator information: Free Text Field

  • 14. Race: Drop Down Choices Ethnicity: Drop Down Choices

Origin: Drop Down Choices Language/Preferred Language: Drop Down Choices (Above should default to previously entered data for returning clients)

  • 15. Number of Children Under 18 Year Old Living with Client: Numerical Field
  • 16. How many are 5 years or younger: Numerical Field
  • 17. Homeless: Y/N

In a Group Home/Facility (SLE/THU/Res Tx): Y/N Other: Free Text Field

  • 18. In the past 60 days (if jail then before) were you homeless, living in a place you don’t own/rent: Y/N
  • 19. In the past 2 years, how many months have you not had a place to live?: Drop Down Choices

(If greater than 6 months and in CJS, select Homeless Grant Source) Address: Street: Apt #: City: Zip: Phone: Phone 2:

  • 20. Do you require any accommodations we need to inform the provider: Free Text Field
  • 21. Have you served in the military (Y/N):
  • 22. Criminal Justice Status: Drop Down Choices

Criminal Justice Consent on file (Y/N):

  • 23. If on Parole, list name of parole agent: Free Text Field
  • 24. If on Probation or Pretrial, list name of probation officer: Free Text Field
  • 25. Do you have a Dependency Case? (Y/N)

(If yes, refer to Dependency Assessor)

  • 26. Consumer Declined Services (Y/N)
  • 27. Date Declined: Date Field

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BEHAVIORAL HEALTH SERVICES ACCESS AND REFERRAL

CALL CENTER REGISTRATION QUESTIONS

  • 28. Once done with Registration, transferred to Clinician (Y/N)

If N, referred to Others: Drop Down Choices

  • A. ADDITIONAL CLIENT DEMOGRAPHIC INFORMATION FOR CHILDREN AND YOUTH (0-18 YEARS OLD)

CLIENTS

  • 29. Caregiver Name: Free Text Field

Caregiver Phone #: Caregiver Address: Caregiver Ethnicity: Caregiver Language:

  • 30. Involved with Child Welfare? (Y/N/NA)

If Y, DFCS Social Worker Name: Free Text Field DFCS Social Worker Phone #:

  • 31. Child Living Arrangement: Free Text Field
  • 32. School Information:

(Captured in Section A – Client Demographic Information )

  • 33. TAY Information:

(Captured in Section A – Client Demographic Information )

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Reports and Projections:

Reports

Annual Request for Service:

Based on the reports, DADs Gateway and the MH Call Center receives the following number of requests:

  • 35,000 Out of Custody Calls received by DADS Gateway
  • 25,000 In Custody Calls received DADS Gateway
  • 35,000 Calls received by MH Call Center
  • 7,000 Paper referrals received by MH Call Center

Average Call Times and % of Dropped Calls:

  • 5 to 6 Minutes – Average Length of Call
  • 4 to 5 Minutes – Average Wait Time
  • 5% to 8% – Percentage Dropped Calls
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Next Steps:

  • BHS Access and Referral Workgroup continue to meet:
  • Finalize the registration and screening tools
  • Develop a proposed/recommended timeline; revise and update as needed
  • Staff will perform PDSA testing of the tools developed and update tools as

necessary

  • Utilization of one telephone system for calls to be transferred at a timely

manner

  • Consolidation and standardization of common data sets between tools by IS as

part of the EHR

  • Recruitment and hiring of additional staff as recommended and approved by

BOS

  • Training/Cross-training of Integrated Call Center Staff
  • Relocation and Colocation of staff