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--- patientservices:chiro [2025/07/23 11:33] – sierra.christenson
+++ patientservices:chiro [2025/09/29 09:58] (current) – christopher.helmoski
@@ Line 1: / Line 1: @@
 ====== Social Services Training Guide ======
+**Contact Info**
-Contact Info:
+  * Email: [[mailto:socialservices@spectrahealth.org|socialservices@spectrahealth.org]]
+  * Phone Extension: 701-757-2100 x1218
-The workgroup Social Services email is: socialservices@spectrahealth.org and the workgroup phone extension is 701-757-2100 x 1218.
 ===== General Appointment Information: =====
+  * **SpectraPlan ONLY**: 30 minutes
+  * **Marketplace**: 90 minutes
+  * **All other SS needs**: 60 minutes (*unless approved by Social Services staff*)
-SpectraPlan **ONLY** appointments can be 30 minutes. Marketplace appointments should be 90 minutes (there is a specific Epic appointment “type” for this visit). Otherwise, all Social Services appointments should be scheduled for 60 minutes, unless approved by the Social Services staff. Write the chief complaint (transportation, rx assistance, insurance, SP, etc.) in the appointment notes whenever possible, or state if the patient refused to provide that information, so providers can be prepared to address the patient’s main concern. Please also note who approved the visit (medical, dental, SS, Optometry, etc.) If the appointment is not going to be held in-person, it should be noted on the appointment notes how the appointment is to be conducted (Teams, phone, Zoom). These alternate appointments MUST be approved and/or requested by SS staff ONLY.
+**Appointment Notes**
+  * Include chief complaint (e.g., transportation, RX assistance, insurance, SP)
+  * Note if patient refused to provide information
+  * Indicate who approved the visit (medical, dental, SS, Optometry, etc.)
+  * If not in-person, specify method (Teams, phone, Zoom)
+    * *Must be approved/requested by SS staff only*
-There are one to two same-day appointments held each day for walk-ins/SpectraPlan needs. These should **NOT** be scheduled until the day of the appointment. The staff blocked for these appointments varies, but there will be holds on schedules to allow for this flexibility.
+===== Staff overview =====
+^ Name ^ Role / Focus ^ Trained In ^ Not Trained In / Notes ^
+| **Kayla Hochstetler** | Supervises SS staff. Not taking new patients unless approved by Kayla or Charge SW. | FTR, Community Connect, ACP, Marketplace | Housing Prioritization Tool (HPT) |
+| **Taylor Becker** | Supervises Social Work Interns. Focus on SpectraPlan & insurance enrollment. In Larimore every Wednesday. | Marketplace, FTR, Community Connect, ACP | HPT |
+| **Haleigh Stenseth** | SUD Triage Caseworker. Focus on patients in recovery. Triages MAT intake calls. **Any SS staff can do MAT intake if needed.** | Marketplace, FTR | Community Connect, HPT |
+| **Callie Smith** | Specializes in housing issues. Completes HPTs. | Community Connect, FTR, Marketplace | — |
+| **Christy Cellmer-Bushy** | Can see anyone. | Marketplace, FTR, Community Connect | HPT |
+| **Elizabeth Stevens** | Can see anyone. | FTR, Community Connect | Marketplace, HPT |
+| **SW Interns** | Can see anyone once trained. Focus on SpectraPlan, transportation, insurance enrollment. | — | Marketplace |
-**Below is a general overview of our staff:**
+===== Social Service Processes, Staff Availability, and Scheduling =====
-__Kayla Hochstetler__, LMSW-Director of Community Engagement and Innovation-Oversees the department and directly supervises the Social Services staff. Not taking any new patients at this time unless it is approved by Kayla or Charge SW. Free Through Recovery (FTR) Trained. Community Connect trained. Advanced Care Planning (ACP) trained. Marketplace trained. NO Housing Prioritization Tool (HPT-previously called the VISPDAT).
+** SS staff schedules __are not public__, except for:**
+    * SpectraPlan
+    * Insurance navigation
+    * 1–2 same-day spots (available daily)
-__Taylor Becker__, LMSW- Social Services Coordinator-can see anyone. Supervises the Social Work Interns and provides oversight as needed. Focuses on administration of the SpectraPlan and insurance enrollment. Marketplace, FTR and Community Connect Trained. Advanced Care Planning (ACP) trained. Taylor is in Larimore every Wednesday. NO HPTs (previously called the VISPDAT).
+**Same-Day Appointments**
+  * PSRs may schedule for any reason
+  * __Do not__ schedule until the day of the appointment
+  * Staff availability varies; holds are placed for flexibility
+  * Call at **7:30 AM, Monday–Friday** — First Come, First Served
-__Haleigh Stenseth__, LBSW-SUD Triage Caseworker-focused on working    with our patients in recovery, primarily MAT patients but can see anyone. She triages MAT intake calls/needs and assists with scheduling. She typically meets with all new MAT intakes to address their social needs (any Social Services staff can do an MAT intake if needed). Marketplace trained. FTR trained. NOT Community Connect trained. NO HPTs (previously called the VISPDAT).
+**Scheduling Guidelines**
+  * Patients needing insurance navigation or SpectraPlan: schedule as normal
+  * If patient is new or hasn’t visited in over a year:
+      *  Must be triaged by Charge SS member before scheduling
+  * If patient presents and no same-day spot is available:
+    * Ask reason for visit and get MRN
+    * Say: \\ <code> “Please give me a few minutes as I reach out to our Social Services team and inquire if anyone is available to come out and see you. Please have a seat until I have an answer.” </code>
+    * Keeps front desk clear for other patients
+    * Relay SS staff guidance to patient
-__Callie Smith__, LMSW-Community Health Case Worker-Can see anyone but specializes in housing issues. DOES complete HPTs (previously called the VISPDAT). Community Connect, FTR and Marketplace trained.
+===== Additional information =====
-__Christy Cellmer-Bushy__, LBSW- Community Health Case Worker- can see anyone.  Marketplace trained. FTR/Community Connect trained. NO HPTs (previously called the VISPDAT).
+**Housing Prioritization Tool (HPT)**
+  * Formerly called VISPDAT
+  * Vulnerability assessment for housing
+  * Only Callie can complete due to system access from a previous grant
+  * Refer patients asking for HPT to Charge SS staff for triage
+  * Patients may also be referred to the Mission
-__Elizabeth Stevens__, BSSW-Community Health Case Worker- can see anyone. NOT Marketplace trained. FTR/Community Connect trained. NO HPTs (previously called the VISPDAT).
+**Free Through Recovery (FTR)**
+  * Collaborative program with ND DHS Behavioral Health Division & DOCR
+  * For justice-involved individuals with behavioral health concerns
+  * Spectra Health provides Care Coordination
+  * **Referrals must come from probation/parole**
-__SW Intern__-typically have 1-2 interns every semester. Staff will be notified once they are trained. Can see anyone but typically focus on SpectraPlan, transportation, and insurance enrollment. NO Marketplace; NO HPTs (previously called the VISPDAT).
+**Community Connect**
+  * Collaborative program with ND BHS Behavioral Health Division
+  * Spectra Health provides Care Coordination
+  * Patients must:
+      * Complete application
+      * Select Spectra Health as provider
+      * Be approved to access services
+ ===== SW/BH/Optom Checklists =====
-===== Social Service Processes, Staff Availability, and Scheduling =====
+{{.:pasted:20250909-162532.png?100}}
--Effective 12/11/23
+=== Start of day ===
-Social Services staff schedules will **not** be available to the general public other than **SpectraPlan, insurance navigation** and the current one to two **same-day spots** that are always available.
+^ Task                                                  ^ Notes                                              ^
+| Turn lights on                                        |                                                    |
+| Log into comuter/phone                                | Turn scanner on                                    |
+| Log into Epic and Teams                               |                                                    |
+| Tend to Teams/Provider requests                       | For example: When a provider is out, rescheduling  |
+| Collect chart prep from optom area                    |                                                    |
+| Check voicemails, return patient calls                |                                                    |
+| Work on patient MyChart messages for your department  |                                                    |
+| Start chart prep                                      |                                                    |
+| Confirmation calls                                    | Typically done before noon                         |
-__PSRs can schedule into any of the same day spots for any reason. __
+:!: Reminder - check voicemails throughout the day and return patient calls as time allows. :!:
-**Same day spots are filled on a first-come, first-served basis. **
+=== Weekly ===
+Please remember to check the waitlist for your department.
-  * Anyone needing assistance with Insurance navigation (including Marketplace) or Spectra Plan should be scheduled as normal by the PSR team.
-  * If the patient has not been seen in our clinic or routinely seeks care within medical or BH, then they **MUST** be triaged by the Charge SS member on duty that day ahead of any scheduling. If they haven't seen SS staff for over a year, they have to be triaged once more.
-  * If a patient presents to the clinic, requesting assistance and the same-day appointment is taken, or they do not want to wait, inquire why they are needing to speak to SS staff and get their information to look up the MRN. Then state: "Please give me a few minutes as I reach out to our Social Services team and inquire if anyone is available to come out and see you. Please have a seat until I have an answer."
-  *   * This way, the patient is away from the front desk in case another patient presents for checking in. Once SS staff has given you guidance on the situation, please relay that to the patient.
-==== extra information ====
-__The Housing Prioritization Tool (previously called the VISPDAT)__ is a vulnerability assessment for housing options. The reason we cannot all complete it is that you have to enter it into a different system that only Callie has access to, due to a previous grant position. Anybody who comes in specifically asking to complete a VISPDAT or Housing Prioritization Tool, should be referred to the Charge Social Services staff for the day to be triaged. Patients can also be referred to the Mission to complete this assessment.
-__Free Through Recovery (FTR)__ is a collaborative program with the ND DHS Behavioral Health Division and the Department of Corrections and Rehabilitation (DOCR) for individuals involved in the justice system who have behavioral health concerns. Spectra Health provides Care Coordination services for individuals referred to us from the FTR program. Referrals for this program HAVE to come from probation/parole so we cannot enroll someone in the program. Free Through Recovery | Health and Human Services North Dakota
-__Community Connect__ is a collaborative program with the ND BHS Behavioral Health Division. Spectra Health provides Care Coordination services for individuals referred to us from the Community Connect program. Patients need to complete application for Community Connect, select Spectra Health as their preferred provider and be approved in order to access these services. Community Connect | Health and Human Services North Dakota