Care Navigator (VMAP)

Summary

The Virginia Mental Health Access Program (VMAP) Care Navigator develops and maintains relationships with intake coordinators at community mental health agencies, clinics, and organizations. A critical component of the VMAP program, the care navigator is expected to have extensive knowledge of local resources and/or lived experience to successfully link PCPs and families to the appropriate services and supports based on their specific needs and insurance status.

Essential Duties and Responsibilities

• Develops and maintains relationships with intake coordinators at community mental health agencies, clinics, and organizations.
• Participates regularly in community-based meetings to stay current on new and evolving resources in their respective VMAP region.
• Researches and maintains accurate and up to date lists of local mental health resources and their availability, including mental health providers, family support services, community resources, peer support programs, and Children Services Act (CSA) related programs in the VMAP database. Each resource should be verified at least annually; availability of resources may vary by region.
• Answers VMAP PCP calls/emails during normal business hours and directs to appropriate resources.
• Responds to PCP requests with appropriate regional mental health resources within 24 hours, including practice information such as participation with insurance and wait time for appointments.
• When necessary, works directly with families to help facilitate and coordinate referrals to needed services.
• Provides follow-up calls to referred families within designated timeframes to ensure continuity of care.
• Provides feedback as requested to PCPs on status of family engagement and services.
• Records and logs information from daily calls into VMAP database.
• Conducts post-navigation surveys to gather data from PCPs and families regarding satisfaction of process.
• Adheres to HIPAA privacy policies and hospital/health center regulations.
• Performs all other duties as assigned.

Minimum Education and Experience Requirements

• Required Education and Experience: Bachelor’s degree from an accredited institution, or degree must be obtained within 12 months of hire, preferably in a human services field AND at least 1 year of experience working with community child and adolescent mental health programs/services required. OR High school diploma or equivalent AND 5+ years of experience working in the community child and adolescent mental health system in Virginia required.
• Preferred Education and Experience: Lived experience navigating healthcare systems and/or mental health services strongly preferred.

Knowledge, Skills and Abilities

• Strong organizational abilities including effective time management skills, able to manage multiple tasks at the same time and respond to requests a timely matter.
• Proficient writing skills and ability to thoroughly document work on an ongoing basis.
• Strong communication and interpersonal skills in order to effectively engage with a diverse range of providers, agencies, and families.
• Strong customer service skills, particularly while engaging over the phone.
• Proficient in Word, Excel, data entry, and editing.
• Demonstrates flexibility and willingness to learn.

Working Conditions

• Inpatient hospital with little exposure to dust, temperature and the like.

Physical Requirements

View physical requirements.