Behavioral Health Network Guide

HealthPartners is hiring a Behavioral Health Network Guide in our Member Services department.
POSITION PURPOSE:
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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.
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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:
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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.
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Assist with scheduling an initial behavioral health appointment as needed
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Documents all network information calls according to protocol.
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Meets specific department goals regarding quantity and quality of calls.
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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
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Monitors and reports network access trends which may impact service delivery to patients.
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Maintains excellent customer service relationships with providers and provider representatives, as well as inter and intradepartmental colleagues.
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Participates in continuous service improvement activities.
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Maintains member focus and excellent customer service in a rapidly evolving environment.
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Works collaboratively in achieving goals and objectives of the department.
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Performs other duties as assigned.
REQUIRED QUALIFICATIONS:
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Bachelor's Degree in human services or related area and/or relative work experience.
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Strong verbal communication skills including active listening skills and accuracy in relaying information.
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Ability to develop effective relationships with external and internal partners.
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Familiarity with and ability to master use of technology systems.
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Strong commitment to customer service.
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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:

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Experience handling a high volume of telephone calls in a call center environment.
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General understanding of health care delivery systems, Medicaid, and Government programs, and /or HMO industry.
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Working knowledge of Minnesota behavioral health provider network.
DECISION-MAKING:
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Uses the provider network database to identify providers matching the member’s requests.
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Uses excellent customer relations judgement and network knowledge to assist members and providers.
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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.
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Makes recommendations to Nurse Navigator Leadership for service and workflow improvements.