Behavioral Health Navigation Team Manager

Alight•Virtual, IL

3d•$88,000 - $92,000•Remote

About The Position

The Behavioral Health Navigation Team Manager is responsible for providing direction and process compliance to the Behavioral Health Engagement teams. The Behavioral Health team provides health coaching, educational information, and support to Alight participants by phone and other channels. Working within a physician-led team, Behavioral Health/Medical Allies coordinate the delivery of clinical educational content and other services to meet each participant’s unique needs.

Requirements

Be a Registered Nurse with a BSN or higher, Licensed Clinical Social Worker or Licensed Independent Clinical Social Worker. Possess clinical license in good standing.
Have experience in a call center and case management. Display proper skills and etiquette on phones.
Be experienced in a clinical setting providing direct support to patients and their families from diagnosis through treatment.
Have experience communicating medical information to a non-medical audience.
Be proficient in computer and internet navigation skills.
Be dedicated to providing high quality, professional, customer service.
Experience working with a variety of digital/internet media and interest in exploring new information technology. Must be proficient with Microsoft Applications (Word, Excel, PPT, Outlook).
Display enthusiasm and enjoy working independently and in a team environment.
Have excellent written and verbal communication skills.
Must be able to multitask while providing excellent customer service to our participants. Be comfortable with a fast-paced, evolving operation.

Responsibilities

Participating in Health Navigation Behavioral Health/Medical Ally interviews and recruiting. Overseeing onboarding new Behavioral Health/Medical Allies and providing a consistent training process for all.
Identifying gaps in training and existing processes and providing ongoing support/training to all behavioral health staff. Identifying opportunities to improve efficiency and address key business issues.
Developing and monitoring departmental and individual performance metrics for Behavioral Health/Medical Ally team and establishing plan for meeting goals and key performance indicators. Collaborating with QA teams to increase quality across the department.
Participating in clinical conferences with vendors/payers to maximize usage of support services offered through the employer or health plan.
Supporting the Sales and Account Management teams by providing clinical training sessions for clients and vendor partners.
Overseeing weekly rounds and ensuring accuracy of weekly huddle content.
Performing regular call assessments and coaching sessions with team to ensure consistent experience for Alight participants.
Completing bi-annual performance review sessions with all Behavioral Health/Medical Allies and Leads. Participating in leadership duties and service delivery leadership meetings.
Adhering to all confidentiality and HIPAA requirements as outlined within Alight’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
Fulfilling those responsibilities and/or duties that may be reasonably provided by Alight for the purpose of achieving operational and financial success of the Company.