Behavioral Health Care Manager

Behavioral Health Care Manager

Requirements

• Have Registered Nurse license in the state of Massachusetts or Clinical Social Work license
• 3+ years of experience working for a health plan or at-risk provider
• 2+ years of experience in care coordination or case management
• 2+ years of contact center experience including patient outreach and engagement, or similar background initiating patient relationships built on trust
• 2+ years of experience working in a metric/quota-driven environment and/or with high-volume targets
• Demonstrated professional or personal lived experience working closely with individuals experiencing complex chronic needs, homelessness, mental health conditions or substance use disorders
• Strong interpersonal communication skills, written communication skills, and excellent active listening skills
• The ability to perceive and understand how others may be feeling or thinking based on nuances, uncomfortable silences, or questions they ask
• Strong technical skills and comfort with CRM databases, omnichannel technology (email, text and video conferencing) and learning how to use new technology, including Bamboo Health’s products
• Strongly empathetic with a keen desire to reduce barriers to behavioral health and social services for the underserved
• A high level of judgment, analytical ability and creativity in investigating problems that require original and innovative solutions

Responsibilities

• Primarily work in a virtual setting to support individuals with mental health conditions and substance use disorders, diagnosed and undiagnosed, and unmet needs with respect to social services
• Identify, outreach and engage individuals using an omnichannel virtual approach (phone, text and email)
• Identify the individual’s care goals
• Screen for unmet behavioral health, social service and physical health conditions and needs
• Identify and address barriers to definitive behavioral health care
• Identify the appropriate level of evidence-based care for the individual, as applicable
• Navigate the individual to appropriate care, including behavioral health and/or primary care, as applicable, including scheduling
• Support the individual in getting care with pre-appointment checkins
• Perform post-care follow-up
• Collaborate on care issues with the broader clinical team by participating in case reviews
• Use relationship-based strategies to engage individuals, understanding that many may have lived personal experiences causing them to be initially hesitant or distrusting of the health care system
• Leverage your deep understanding of the community and best-in-class customer service skills to gain trust with eligible individuals and enroll them in the program
• Provide clinical supervision as appropriate for other members of the care team
• Identify and develop workflow needs and work with leadership as needed to develop policies to efficiently and effectively operate the navigator team
• Meet key engagement metrics and to ensure you are supporting our mission to improve the wellbeing of underserved communities
• Effectively manage the end-to-end navigation funnel, ensuring individual’s access to definitive assessment and/or treatment
• Provide consistent updates on funnel stages including delays and blockers
• Proficiency in all additional internal/external technology tools utilized for the position

Preferred Qualifications

• Accountable to fulfilling individuals’ care needs
• Experience working in a contact center environment
• Excellent oral and written communication skills
• Enjoys problem solving and willing to iterate on and inform the development of new clinical workflows
• Someone who can thrive in a dynamic, fast-paced, and ever-changing startup environment, demonstrating the ability to navigate ambiguity and embrace challenges with resilience and flexibility