Behavioral Health Network Guide

Job description

HealthPartners is hiring a Behavioral Health Network Guide in our Member Services department.
POSITION PURPOSE :
• To answer phone calls from HealthPartners health plan members and providers regarding the locations, qualification, specialties, and services of providers in the HealthPartners Behavioral Health Network.
• To assist the HealthPartners health plan members, their family representatives and/or their providers by scheduling the first appointment with a provider in the behavioral health network.

ACCOUNTABILITIES :
• Assist callers with network information in a timely, effective, and efficient manner and identifies appropriate behavioral health provider(s) to match the requests of the HealthPartners health plan member.
• Assist with scheduling an initial behavioral health appointment as needed
• Documents all network information calls according to protocol.
• Meets specific department goals regarding quantity and quality of calls.
• Gathers data on provider services and reports new and/or changed information on an ongoing basis to help ensure proper information about the provider network
• Monitors and reports network access trends which may impact service delivery to patients.
• Maintains excellent customer service relationships with providers and provider representatives, as well as inter and intradepartmental colleagues.
• Participates in continuous service improvement activities.
• Maintains member focus and excellent customer service in a rapidly evolving environment.
• Works collaboratively in achieving goals and objectives of the department.
• Performs other duties as assigned.

REQUIRED QUALIFICATIONS :
• Bachelor's Degree in human services or related area and/or relative work experience.
• Strong verbal communication skills including active listening skills and accuracy in relaying information.
• Ability to develop effective relationships with external and internal partners.
• Familiarity with and ability to master use of technology systems.
• Strong commitment to customer service.
• Other skills needed are ability to work under pressure, empathy, ability to prioritize, good organizational and time management skills, and demonstration of good judgement.

PREFERRED QUALIFICATIONS :
• Experience handling a high volume of telephone calls in a call center environment.
• General understanding of health care delivery systems, Medicaid, and Government programs, and /or HMO industry.
• Working knowledge of Minnesota behavioral health provider network.

DECISION-MAKING :
• Uses the provider network database to identify providers matching the member’s requests.
• Uses excellent customer relations judgement and network knowledge to assist members and providers.
• Identifies complex questions or situations and consults with the appropriate Behavioral Health Improvement and Operations staff and/or the Manager of the Nurse Navigator Program.
• Makes recommendations to Nurse Navigator Leadership for service and workflow improvements.