Behavioral Health Licensed Care Manager

What You’ll Do

• 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
• Screens 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 check-ins
• 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

What You Need

• Active Registered Nurse (RN) license
• Access to a quiet, HIPAA-compliant, internet-connected workspace to perform clinical duties
• 3+ years of experience working for a health plan or at-risk provider, with care coordination or case management experience
• Experience in a contact center or similar environment, including patient outreach and engagement in a high-volume, metric-driven setting
• Demonstrated experience (professional or lived) supporting individuals with complex needs, including chronic conditions, mental health conditions, substance use disorders, or homelessness
• Strong interpersonal, written, and verbal communication skills, with the ability to build trust and understand patient needs
• Strong technical proficiency, including CRM systems and omnichannel communication tools (phone, email, text, video)
• Sound judgment and problem-solving skills, with the ability to navigate complex situations
• Deep empathy and a commitment to reducing barriers to behavioral health and social services
• Accountability, adaptability, and the ability to thrive in a fast-paced, evolving environment