Navigator - Behavioral Health

About the role

The Navigator is the bridge for the Behavioral Health (BH) services within the CHC clinical network throughout San Luis Obispo and Santa Barbara counties. Under the supervision of the Director of Behavioral Health and Health Center Manager (if applicable), the primary role of the Navigator is to link patients into BH services as well as supporting the clinics with increased access to timely patient care.

Responsibilities

• Ensures behavioral health charts are in order with appropriate and completed forms, and verifies insurance and payer status as well as physical address and emergency contact information for all patients at every visit.
• Affords patients with the completion of appropriate forms with professionalism, diplomacy, and advocacy for patients cultural, linguistic, and diversity needs.
• Informs patients about all services and programs available throughout the CHC clinical network and makes appropriate referrals.
• Provides quality customer service using AIDET Standards. Answers telephone with a courteous and professional manner. Handles high volume of patients and internal/external customers, and handles frequent changes, delay or unexpected events.
• Schedules patients per protocol outlined in the Behavioral Health Policies and Procedures and refers medical or medication management triage calls to nursing staff or Psychiatric Nurse Coordinator.
• Confirms appointments for BH clinicians within 24 hours of appointment i.e. hard and soft confirmations.
• Receives referrals via task from primary care providers in order to link patients with BH services.
• Participates in service coordination activities as directed to improve service continuity and effectiveness for patients within the CHC network.
• Supports clerical and case management support to BH clinicians including, but not limited to scheduling and rescheduling patient appointments, conducting screenings, and maintenance calls at regularly scheduled intervals.
• Assists patients in navigation of the mental health system, and appropriate linkage to various county agencies and other community resources based on patient care need and availability.
• Documents all service contacts on a timely basis including face-to-face interviews, collateral and networking contacts, correspondence and maintains the case records in accordance with agency standards and requirements.
• Assists in a variety of support activities including, but not limited to support groups and/or psycho-educational groups, community outreach activities, and health fairs.
• Assists clinic staff with de-escalating patient behavioral health issues and concerns in the clinic, as needed, with supervision and support from BH clinicians and other licensed staff.
• May assist the primary care team with clerical duties such as greeting patients, checking-in, scheduling, etc. when necessary.
• Mets regularly with the Director of Behavioral Health, Psychiatry Nurse Coordinator, and Health Center Manager (if applicable) as a means of enhancing professional growth, reviewing and processing the provision of care coordination services, and dealing with appropriate administrative issues.
• Acts as a liaison with community and external agencies on behalf of CHC in matters pertaining to high risk behavioral health patients.
• Attends trainings and staff meetings as required.

Qualifications

• High school diploma or GED equivalent required.
• Associate’s degree in Human Services, Addiction Studies, Psychology, or related field OR minimum five (5) years of progressive front office medical and/or behavioral health experience may substitute Associate’s degree.
• Language Skills: Ability to read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, policy and procedure manuals. Ability to respond effectively to the most sensitive inquires or complaints. Ability to write routine reports and correspondence. Ability to speak effectively before groups of patients or employees of organization.
• Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Reasoning Abilities: Ability to apply sound judgment in understanding to carry out instructions in written or oral form. Ability to make appropriate job decisions following standard office policies and past precedents. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Computer Skills: Experience with word processing, spreadsheets, email, and keyboarding required. Microsoft Office and Google Suite skills required. Working knowledge of EHR preferred.
• Education and Experience: High school diploma or GED equivalent required. Associate’s degree in Human Services, Addiction Studies, Psychology, or related field OR minimum five (5) years of progressive front office medical and/or behavioral health experience may substitute Associate’s degree.