Behavioral Health Advocate (Fully Remote)
Job description
We’re hiring for exciting new roles supporting our behavioral health optimization initiative!
Are you someone with previous experience and/or education in teaching, social work, behavioral health or a related field? If so bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.
We are pleased to have created multiple job opportunities that address behavioral health needs and support our equitable, whole-person health strategy by helping our members access the appropriate care.
We’re looking for candidates who can use their experience and skills to define, and accurately identify a psychiatric crisis or behavioral health emergency in a timely manner and determine whether it is urgent or emergent, and ensure the caller is connected to the appropriate care solution.
The ideal candidate would have previous experience and/or education in behavioral health, teaching, social work, or a related field. The Behavioral Health Advocate:
- Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
- Resolves problems and communicates solutions or requested information to the customer.
- Utilizes critical thinking skills and asks probing questions to identify customer needs and support their healthcare and benefit journey.
- Exhibits active listening and empathetic behavior when interacting and assessing the caller’s needs.
- For behavioral health service calls, follows documented process when engaging urgent/crisis situations and assisting business partners
- Analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer.
- Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries.
- Uses a customer relationship application or database to record activities and research product information.
- Occasionally directed in several aspects of the work.
- Gaining exposure to some of the complex tasks within the job function.
- Has working knowledge and experience in own discipline.
- Continues to build knowledge of the organization, processes, and customers.
- Performs a range of mainly straightforward assignments.
- Uses prescribed guidelines or policies to analyze and resolve problems. Receives a moderate level of guidance and direction from more senior-level roles.
- Bachelor’s degree preferred or equivalent.
- 2 – 4 years of experience related to customer advocacy.
- Previous experience in behavioral health, teaching, social work, or related fields is not required but is an asset.
Fully Remote:
This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. However, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.
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