Behavioral Health Network Guide

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.