About Us:
At BHS, a ReviveHealth company, our mission is to provide individuals with personalized direct access to behavioral health and emotional support. Our vision is to deliver a service model that responds to an individual’s circumstances, capabilities, and preferences. Our model emphasizes relationships and meaningful interactions focused on motivation, engagement, empowerment, conviction, and resilience.
This is a REMOTE position
The Clinical Care Specialist is call center-based position, providing telephonic holistic needs assessments, specializing in the moment support for a specific customer or group of customers’ participants. It provides crisis intervention and problem resolution for participants, connecting them to BHS services. This position will also provide assistance for escalated customer/participant-based concerns for their assigned customer or group of customers. The Clinical Care Specialist will also provide training to other members of the Clinical Team on their assigned customer or group of customers.
Key duties include:
- Provide consultative services and case management for client companies requesting services including trainings, performance consultation and critical incident stress management services and additional services to ensure appropriate coordination and delivery.
- Conducts the participant intake and telephonic needs assessment. This includes risk factors including depression, substance abuse, domestic violence, child/elder abuse, threats of violence, suicide and homicide.
- Uses various interventions such as motivational interviewing, solution focused consultation, behavior modification, intrinsic coaching, etc. to revolve the participants issues and concerns.
- Documents areas that need further assessment, participant goals and any other information collected during the telephonic intake and assessment.
- Assists callers in crisis situations and identifies immediate solutions for trauma.
- Assists in the auditing and review of cases conducted for their assigned customer or group of customers.
- Secures appointments in our standard timeframes with providers.
- Keeps the participant updated on our progress securing an appointment with an EAP provider throughout the scheduling process (i.e., hourly for emergent and urgent appointments and every 8 business hours for routine appointments)
- Sends our Notice of Privacy Practices and any required paperwork to the provider and the participant.
- Follows up with the EAP provider and the participant after the first and last visit for routine cases.
- Reviews and collaborating with the provider on the plan of action
- Follows up with the EAP provider and the participant after every visit for high-risk cases
- Provides clinical and administrative oversight to ensure the provider is adhering to BHS expectations and EAP industry best practices
- Serves as a liaison and advocate for the participant when navigating health insurance and other benefits or programs
- Troubleshoots any participant problems or concerns as they arise
- Researches, screens and qualifies a minimum of three (3) referrals (when available) to community resources or long-term treatment providers when the participant's issue requires care outside the scope of the EAP
- Offers to secure an initial appointment with a treatment provider of the participant's choice
- Keeps the participant updated on our progress securing an appointment with a treatment provider throughout the scheduling process (i.e., hourly for emergent and urgent appointment and every 8 business hours for routine)
- Supports the participant, as needed, while he/she is waiting for the initial appointment with a treatment provider or at any time a concern or need arises throughout the life of the case
- Follows up with the participant and treatment provider (when appropriate and with the participant's consent) after the initial appointment for low-risk cases
- Follows up with the participant and treatment provider (when appropriate and with the participant's consent) after the initial appointment and a minimum of monthly for a minimum of 1 year on all high-risk cases
- Documents all activity related to the case in our data management system
- Reviews all provider clinical paperwork and approving provider payment
- Ensures we have followed through on all promises, the participant doesn't fall through the cracks during any step of the EAP process, and they are satisfied with EAP services.
- Assists with on boarding and ongoing training of new and current clinical team members.
- Participates in the clinical on-call rotation and is able to work two evening shifts per week.
- Masters’ degree in Social Work or Psychology is required.
- License in Social Work, Counseling, or related field is required.
- Two to five (2-5) years of experience working in/with an Employee Assistance and/or Well-Being Program is preferred.
- Two to five (2-5) years of experience in case management is preferred.
- Two to five (2-5) years of experience in a call center environment is preferred.
- Proficient in basic Microsoft applications such as Word, Excel, and Outlook
