Bh Specialist : Call Center

Bh Specialist : Call Center


Bh Specialist : Call Center

Details of the offer

Job Requisition ID: 4168 Position Summary/Position 13; Under the direction of Supervisor, Call Center, this position may engage in a variety of activities to serve IEHP members, including working as part of a telephonic team assisting members to access services, assisting providers in the BH Network to address concerns and questions, engaging in projects to improve member experience with care, and working in quality improvement projects and initiatives. This position, like all positions within the BH Department, is expected to model behavioral health principles of relationship:based care, as well engage in promoting education and understanding of behavioral health and its importance in whole health, to those within IEHP and in the community.

Major Functions (Duties and Responsibilities) 13;

1. Assist Call Center to successfully meet quality standards, including completing calls within specified time, demonstrating empathy and skilled communication, addressing members and providers needs successfully, and ensuring members get access to needed services.
2. Skillfully develop therapeutic alliances with members, and utilize evidenced based communication skills in assisting members.
3. Establish and maintain effective goodwill relationships with coworkers, supervisors and other colleagues, and collaboratively work with team members.
4. Model the highest ethical behavior in care for members, as well as in relationships with co:workers, supervisors, and colleagues in the community.
5. Engage in call:line work, assisting members and/or BH network providers, in a professional, compassionate and effective manner.
6. Engage in outreach and engagement of IEHP members, as needed.
7. Participation in behavioral health team and department meetings.
8. Model continuous quality improvement philosophy, and engage in quality improvement initiatives and projects.
9. Model supportive and collaborative relationships with members, co:workers, and all community relations.
10. Participate in other committees as needed, or as directed by the BH supervisors, managers or senior director.
11. Engage in all IEHP employee training, and comply with all IEHP policies.

Experience Qualifications 13;

Experience working successfully within a team, and experience in developing and maintaining effective relationships with both customers/clients and coworkers is mandatory.

Preferred Experience 13;

1 : 3 years Health/behavioral care agency, agency serving children with autism or developmental disabilities, health plan or customer services position preferred.

Experience in the social services, and/or in a service related industry is preferred (hotel, restaurant, sales) is preferred.

Education Qualifications 13;

Bachelors degree in social work, sociology, psychology, or another social science or related area from an accredited institution required.

Professional Licenses 13;
Skills Requirement 13;

Bilingual (English/Spanish) : written and verbal is preferred, but not required.

Excellent interpersonal skills. Proficient in the use of computer software to include but not limited to: (e.g. Microsoft Word and Excel, Power Point).

Abilities Requirement 13;

The desire and ability to develop genuine, effective relationships with members, co:workers, supervisors and community partners. Ability to manage time, both in interactions with members, as well as in timely documentation and reporting. Ability to maintain positive working relationships with internal and external contacts at all levels. Able to use telephonic communication effectively, both with members and with professionals in the community.

Commitment to Team Culture 13;

The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and coo



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