Behavioral Health Specialist - Call Center 23-00156

Position

Behavioral Health Specialist - Call Center

Description

Under the direction of Supervisor, Call Center, this position may engage in a variety of activities to serve members, including working as part of a telephonic team assisting members to access services, assisting providers in the BH Network to address concerns and questions, engaging in projects to improve member experience with care, and working in quality improvement projects and initiatives. This position, like all positions within the BH Department, is expected to model behavioral health principles of relationship-based care, as well engage in promoting education and understanding of behavioral health and its importance in whole health, to those within the company and in the community.
1. Assist Call Center to successfully meet quality standards, including completing calls within specified time, demonstrating empathy and skilled communication, addressing members and providers needs successfully, and ensuring members get access to needed services.
2. Skillfully develop therapeutic alliances with members and utilize evidenced based communication skills in assisting members.
3. Establish and maintain effective goodwill relationships with coworkers, supervisors and other colleagues, and collaboratively work with team members.
4. Model the highest ethical behavior in care for members, as well as in relationships with co-workers, supervisors, and colleagues in the community.
5. Engage in call-line work, assisting members and/or BH network providers, in a professional, compassionate, and effective manner.
6. Engage in outreach and engagement of members, as needed.
7. Participation in behavioral health team and department meetings.
8. Model continuous quality improvement philosophy and engage in quality improvement initiatives and projects.
9. Model supportive and collaborative relationships with members, co-workers, and all community relations.
10. Participate in other committees as needed, or as directed by the BH supervisors, managers, or senior director.
11. Engage in all employee training and comply with all company policies.

Requirements

• One (1) year of experience working successfully within a team, and experience in developing and maintaining effective relationships with both customers/clients and coworkers is mandatory.
• One (1) year Health/behavioral care agency, agency serving children with autism or developmental disabilities, health plan or customer services position preferred.
• Experience in the social services, and/or in a service-related industry is preferred (hotel, restaurant, sales) is preferred.
• Bachelor's degree in Social Work, Sociology, Psychology, or another Social Science or related area from an accredited institution required.

Additional Information

• Hybrid
• Monday and Friday work from home, Tues., Wed., and Thurs. work onsite

INDH
ZIPH