Care Facilitator (Behavioral Health)

UnitedHealth Group•Quincy, MA

6h•$20 - $36•Hybrid

About The Position

This role supports coordinated, patient‑centered care for at‑risk individuals by facilitating care plans, monitoring adherence, and serving as a key liaison between primary care, behavioral health teams, and patients or their families. Responsibilities include assessing social, cultural, and health literacy factors affecting care; tracking appointments, referrals, tests, and medication compliance; and conducting outreach through phone. The position manages and analyzes data, prepares summary reports and presentations for clinicians, and ensures accurate documentation in the electronic medical record. Schedule: Monday – Friday, 8-hr shift between the business hours of 8:30am – 5pm; schedule will be determined my manager upon hire. Location: 1250 Hancock St. Quincy, MA OR Wellesley, Beverly, Kenmore, Chelmsford, or Medford will be the primary home site depending on candidate's location. Training will take place at Quincy site and/or other sites as arranged depending on candidate's location. This will be a hybrid role, requiring work onsite one day per week, but is flexible based on need, and available space at site(s). May be requested to work at all of the above noted locations, depending on need. If you reside in Quincy, MA, you will enjoy the flexibility of a hybrid-remote role as you take on some tough challenges.

Requirements

High School Diploma/GED
1+ years of experience in a social services or healthcare setting
Beginner level of proficiency with electronic medical records (EMR) and Microsoft Office (Word and Excel)
Strong interpersonal and communication skills needed with the ability to interact effectively with patients and medical professionals required
Ability to demonstrate a high level of cultural competence and sensitivity to patient needs and concerns. Ability to engage patients in problem solving. Sound judgment with the ability to work and make decisions in a fast-paced environment required
Excellent telephone skills, strong customer service and ability to build relationships with patients are required
Able to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications

Nice To Haves

Bachelor’s Degree in related field (typically in healthcare administration, psychology or healthcare related field)
Experience in a behavioral health setting
Pediatric experience or experience supporting pediatric families

Responsibilities

Facilitates the process of care for at risk patients, coordinates an accessible plan of care and tracks adherence
Serves as a liaison between the primary care team, behavioral health clinicians and patient and/or patient’s family
Develops an understanding of patient’s circumstances, health literacy, language and cultural beliefs or other social challenges impacting patient care or compliance and documents in medical record, as appropriate. Shares information learned with health care team
Tracks patient adherence with scheduled appointments, labs, studies, referrals, and prescription compliance
Serves as a resource in the collection and management of data, generation of reports, patient outreach and tracking of patient progress. Extracts and analyzes data; creates presentations to inform clinicians of analysis and summary reports
Contacts patients via telephone calls, MyHealth and/or direct mailings. Guides patients through process of care including transitions, providing directions, identifying barriers and approaches, serving as advocate and facilitator. Supports communication with clinicians and validates patient understanding. Confers with primary care case manager or other resources to facilitate assistance for patient
Ensures all necessary documentation is entered into patient’s electronic medical record
Assures that all medical records and documents are obtained from providers and schools in a timely fashion to have readily available for patient visits and roster reviews
In collaboration with clinical team, identifies relevant patient education materials and community resources and distributes to patients
Maintains a list of current community resources for frequently encountered issues. Confers with primary care social workers as needed
Documents processes and standard work. Works with clinicians and management to identify opportunities to improve quality performance and implement recommended changes. Actively participates in care improvement activities
Ability to assist with cross coverage
Performs other duties as assigned
Performs all job functions in compliance with applicable federal, state, local and company policies and procedures. Accesses only the minimum necessary protected health information (PHI) for the performance of job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information