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
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.
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.