BH Specialist - Call Center at IEHP

Overview:

What you can expect! 

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

Under the direction of Supervisor, Call Center, this position may engage in a variety of activities to serve IEHP members, including working as part of a telephonic team assisting members to access services, assisting providers in the BH Network to address concerns and questions, engaging in projects to improve member experience with care, and working in quality improvement projects and initiatives. This position, like all positions within the BH Department, is expected to model behavioral health principles of relationship-based care, as well engage in promoting education and understanding of behavioral health and its importance in whole health, to those within IEHP and in the community.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members; we also aim to match our Team Members with the same energy by providing prime benefits and more.

• CalPERS retirement
• 457(b) option with a contribution match
• Generous paid time off- vacation, holidays, sick
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Paid life insurance for employees with additional options
• Short-term, and long-term disability options
• Pet care insurance
• Flexible Spending Account – Health Care/Childcare
• Wellness programs that promote a healthy work-life balance
• Career advancement opportunities and professional development
• Competitive salary with annual merit increase
• Team bonus opportunities

1. Assist Call Center to successfully meet quality standards, including completing calls within specified time, demonstrating empathy and skilled communication, addressing members and providers needs successfully, and ensuring members get access to needed services.
2. Skillfully develop therapeutic alliances with members, and utilize evidenced based communication skills in assisting members.
3. Establish and maintain effective goodwill relationships with coworkers, supervisors and other colleagues, and collaboratively work with team members.
4. Model the highest ethical behavior in care for members, as well as in relationships with co-workers, supervisors, and colleagues in the community.
5. Engage in call-line work, assisting members and/or BH network providers, in a professional, compassionate and effective manner.
6. Engage in outreach and engagement of IEHP members, as needed.
7. Participation in behavioral health team and department meetings.
8. Model continuous quality improvement philosophy, and engage in quality improvement initiatives and projects.
9. Model supportive and collaborative relationships with members, co-workers, and all community relations.
10. Participate in other committees as needed, or as directed by the BH supervisors, managers or senior director.
11. Engage in all IEHP employee training, and comply with all IEHP policies.

Education & Experience

• One (1) year of experience working successfully within a team, and experience in developing and maintaining effective relationships with both customers/clients and coworkers is mandatory
• Bachelor’s degree in Social Work, Sociology, Psychology, or another Social Science or related area from an accredited institution required

Key Qualifications

• Excellent interpersonal skills. Proficient in the use of computer software to include but not limited to: (e.g. Microsoft Word and Excel, Power Point)

Start your journey towards a thriving future with IEHP and apply TODAY!

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