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SalaryJob Description
This is a contact center-based position. Provides telephonic and virtual holistic needs assessments, in-the-moment crisis intervention, and problem resolution for participants connecting with BHS services. This position works collaboratively with all departments to ensure customer and participant satisfaction of program services.
This is a REMOTE position. BHS is seeking candidates throughout the US. Applicants outside of Maryland will be considered for this role.
Current shift available:
- Mon-Fri. 11:30am-8pm
Duties and Responsibilities:
BHS Care Coordinators spend an average of 2.75 hours (after the initial call) to manage all self-referral and informal referral cases. Time is spent on the following:
- Securing appointments in our standard timeframes with providers
- Keeping the participant updated on our progress securing an appointment with an EAP provider throughout the scheduling process (i.e., hourly for emergent and urgent appointments and every 8 business hours for routine appointments)
- Sending our Notice of Privacy Practices and any required paperwork to the provider and the participant
- Providing the intake and telephonic assessment information, areas that need further assessment, participant goals and any other information collected during the telephonic intake and assessment
- Following up with the EAP provider and the participant after the first and last visit for routine cases
- Reviewing and collaborating with the provider on the plan of action
- Following up with the EAP provider and the participant after every visit for high-risk cases
- Providing clinical and administrative oversight to ensure the provider is adhering to BHS expectations and EAP industry best practices
- Serving as a liaison and advocate for the participant when navigating health insurance and other benefits or programs
- Troubleshooting any participant problems or concerns as they arise
- Researching, screening and qualifying a minimum of three (3) referrals (when available) to community resources or long-term treatment providers when the participant's issue requires care outside the scope of the EAP
- Offering to secure an initial appointment with a treatment provider of the participant's choice
- Keeping the participant updated on our progress securing an appointment with a treatment provider throughout the scheduling process (i.e., hourly for emergent and urgent appointment and every 8 business hours for routine)
- Supporting the participant, as needed, while he/she is waiting for the initial appointment with a treatment provider or at any time a concern or need arises throughout the life of the case
- Following up with the participant and treatment provider (when appropriate and with the participant's consent) after the initial appointment for low-risk cases
- Following up with the participant and treatment provider (when appropriate and with the participant's consent) after the initial appointment and a minimum of monthly for a minimum of 1 year on all high-risk cases
- Documenting all activity related to the case in our data management system
- Reviewing all provider clinical paperwork and approving provider payment
- Ensuring we have followed through on all promises, the participant doesn't fall through the cracks during any step of the EAP process, and they are satisfied with EAP services
- Participates in on-call rotation
- Performs miscellaneous job-related duties as assigned
Required education:
Master’s degree in Social Work, Counseling or Related Field
Preferred experience:
- Specializations in Employee Assistance (EAP) and/or well-being programs or related fields
- EAP and/or case management experience
- Previous work in call/contact center
- Work experience in roll that required use of clinical acumen
- Fluent in Spanish
To learn more about BHS, visit BHSonline.com
BHS and Guide+Thrive provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. BHS fosters an environment of inclusion, diversity, openness, and respect for all differences, including but not limited to race,creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity (transgender status), domestic partner status, marital status, disability, AIDS/HIV Status, height, weight, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
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