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Engagement Specialist, Behavioral Health Community Partner

Job ID 147591 Date posted 05/25/2018

The Behavioral Health Community Partner (BHCP) program at Lahey Health Behavioral Services is a new, innovative Care Management program for MassHealth members that are part of the new Accountable Care Organization (ACO) and or a Managed Care Organization (MCO).The Engagement specialist a front-line, first impression position requiring a customer-service oriented individual with a professional and positive attitude that will assess what is most important for the client regarding his/her health and life goals, encourage client questions about the BHCP program, provide information about the supports and resources offered as a benefit of program involvement, and invite the client to enroll in the BHCP program. The engagement specialist will display's positive voice qualities, communicates with clients in a courteous and professional manner, follows guidelines for engaging BHCP enrollee and clients

Responsibilities

Will outreach and engage enrollees by phone identified as eligible for the BHCP program within the required timeframe

Will document each outreach attempt in client care management record with follow-up schedule clearly indicated

When the client has limited phone connectivity, the engagement specialist will collaborate with BHCP management to identify the best strategy to outreach clients in the community

Will Review of prior claims and authorization data to identify network providers where clients have accessed care and may have information about the location of the client

Collaborates with BHCP care management team to identify last known address or phone number, as well as accessing any other information that allows the client to be located while maintaining confidentiality.

Engagement specialist will be sensitive to personal and private information and shall not disclose personal health information (PHI) to an unauthorized party in the interest of obtaining client contact information, unless an authorization to release information has been completed by the member, in accordance with HIPAA and 42 CFR

Engagement specialist will work within a multi-disciplinary team

The engagement specialist will document clients that are difficult to reach, initially decline and discuss options with the client utilizing motivational interviewing techniques to assess the client's state of change and provide appropriate resource for their motivational level

Will meet monthly engagement productivity expectations

Completes all documentation (outreach documentation, mail letters to clients, billing sheets, insurance forms etc.) within expected timeframes and in compliance with LHBS and BHCP program expectations.

Responsible for keeping procedural references organized and up to date.

Will submit documentation that meets quality standards established by Lahey and Masshealth.

Where possible and appropriate, facilitates linkages to community resource

Collaborates with BHCP management to identify a client?s last known PCP, if available, and to obtain information about contact options.

For clients have that are unable to contact, outreach within the parameters of HIPAA and other privacy regulations, utilize social service providers in the community to locate client

For housing insecure clients, initiate contact and educates shelter providers of the BHCP program benefits available for eligible client with complex care and either in shelters or who may be living on the street.

Follow LHBS standards for utilizing appropriate telephone etiquette at all times to ensure consistent quality service is being delivered.

Functions in accordance with established policies, procedures and LHBS standards in regard to emergency situations

Performs all tasks with attention to detail, accuracy and timeliness.

Records technical problems with telephone and care management tool. Notifies BHCP director, Care manager or IT in the event of equipment malfunctions.

Maintains attendance in accordance with LHBS standards.

Participates in the training process of new team members.

Participates in LHBS and other learning and organizational development programs to further enhance job performance and service to our clients

Performs other duties as assigned by Population Health management, for example; working on special projects, administration task

Qualifications

High school graduate or equivalent required. Additional education and bilingual preferred.

A minimum of two years of customer service environment preferred. High record of dependability, confidentiality professional demeanor and good attendance record required.

Proficiency with electronic health record documentation or ability to complete documentation electronically is required. Working knowledge of standard desktop applications such as Windows and Microsoft Suite.

Must be detail oriented, effective multitasking, customer focused and possess skills in proper telephone etiquette. Ability to prioritize and follow established procedures. Ability to maintain a calm professional demeanor during busy periods and particularly in the event of an emergency.

Ability and desire work with a diverse client population.
Must demonstrate good boundaries regarding confidentiality and personal relationships

Demonstrate excellent customer service in verbal, interpersonal and written skills with the ability to work cooperatively within a diverse team environment. Ability to work independently with attention to detail yet uses good judgment in seeking advice when necessary.

Shift

Days

Scheduled Hours

40 hours, full time

Physical Requirements

Responsible for operating a PC-based telephony integrated system and accurately utilizes the features of the headsets, telephones and other related equipment. Ability to sit for prolonged periods of time. Some flexible hours; this may involve some early evening hours or later work days. Must be flexible to work various shifts whenever necessary to accomplish outreach and engagement of enrollees at times when they are reachable and to meet the business needs. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.