Behavioral Health Complex Care Manager

This role involves working with stakeholders to identify and engage clients in intensive clinical care management, focusing on behavioral health and social determinants of health. The position supports high-risk, complex clients with a history of inpatient admissions, high emergency service utilization, and challenges engaging with outpatient treatment. The Complex Care Manager provides assertive outreach, advocacy, service coordination, and follow-up to help clients manage barriers to care and recovery.

Responsibilities

• Identify and engage appropriate clients for complex care management from lists and referrals, in collaboration with supervisor and program leads.
• Execute core care management duties, including:
  • Comprehensive bio-psycho-social-spiritual assessments.
  • Collaboration with clients and care teams to develop client-centered care plans.
  • Referral to necessary services, such as medical treatment, behavioral health/substance use treatment, financial assistance, child-care, housing, food, clothing, vocational services, and transportation.
  • Consistent outreach and support to enable clients to utilize clinical treatment.
  • Monitoring client utilization of care across the continuum, including Emergency Department visits and inpatient admissions.
• Collaborate with community partners, including medical providers, substance use disorder/mental health service providers, and social service agencies.
• Assess goal completion and transition clients to ongoing supports upon graduation from the program.
• Provide mobile care management in the community, including off-site discharge planning meetings and client visits at local programs, shelters, or homes.
• Facilitate interdisciplinary consultation through participation in team meetings, clinical reviews, and collaboration with client providers.
• Address client behavioral health crises by completing risk assessments, referring to appropriate levels of care, developing crisis treatment plans, and consulting with the program manager.
• Develop working relationships with collateral resources and community service providers.
• Participate in training requirements and opportunities as designated by the program manager.
• Actively contribute to the growth and development of the program.
• Take the lead on clinical needs of the program caseload in the absence of the program manager.
• Comply with performance metrics, documentation, and workflow standards, including accurate billing and progress notes.
• Utilize electronic health records and other IT interfaces to track and monitor patients.
• Maintain HIPAA standards and confidentiality of protected health information.
• Adhere to departmental and organizational policies and procedures, including BMC’s RESPECT behavioral standards.

Requirements

• Master’s Degree in Social Work or Counseling.
• Experience providing case management services.
• Experience working with vulnerable patient populations.
• Experience working with clients with serious mental illness and/or substance use disorders.

Skills

• Strong understanding of behavioral health and medical diagnoses, as well as levels of care in the behavioral health system.
• Extensive knowledge of healthcare systems and community resources.
• Sensitivity to ethnic, cultural, gender, and sexual orientation diversity.
• Excellent interpersonal and collaborative skills.
• Self-management skills, including prioritization and goal-setting.
• Strong written and verbal communication.
• Ability to maintain professional boundaries.
• Experience engaging difficult-to-reach patients and building rapport.
• Ability to work in a fast-paced environment with strong organizational, time management, critical thinking, and problem-solving skills.
• Computer competency, including use of electronic medical records, billing systems, and basic client support (e.g., scanning, faxing, printing).
• Bilingual or multilingual skills (beyond English) preferred, based on patient population needs.

Pay

Compensation range: $66,000.00 - $96,000.00. This range is based on minimum job qualifications and considers factors such as education, experience, skills, certifications, business needs, internal equity, and market competitiveness. Geographic location may also impact the range.

Benefits

• Medical, dental, vision, and pharmacy benefits.
• Discretionary annual bonuses and merit increases.
• Flexible Spending Accounts (FSAs).
• 403(b) savings match.
• Paid time off.
• Career advancement opportunities.
• Resources to support employee and family well-being.

Schedule

Full Time. This position supports clients across Boston and requires in-person visits to members in the community.