Behavioral Health Navigation Team Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Lead and ensure adherence to processes for the Behavioral Health Engagement teams.

• Engage in interviews and recruitment for Behavioral Health/Medical Allies.

• Supervise onboarding and maintain a uniform training process.

• Identify training and procedural gaps, providing ongoing support and training to staff.

• Create and track departmental and individual performance metrics, as well as plans to achieve KPIs.

• Work collaboratively with QA teams to enhance departmental quality.

• Attend clinical conferences with vendors and payers to optimize support-service utilization.

• Assist Sales and Account Management teams with clinical training for clients and vendor partners.

• Manage weekly rounds and ensure the accuracy of weekly huddle content.

• Conduct regular call assessments and coaching sessions.

• Perform bi-annual performance evaluations with Behavioral Health/Medical Allies and Leads.

• Participate in leadership responsibilities and service delivery leadership meetings.

• Comply with confidentiality and HIPAA regulations.

• Carry out additional duties assigned to achieve operational and financial success.

⛳️ Requirements

• Must be a Registered Nurse with a BSN or higher, or a Licensed Clinical Social Worker or Licensed Independent Clinical Social Worker.

• Hold a clinical license in good standing.

• Experience in a call center and case management is required.

• Possess strong phone skills and professional etiquette.

• Background in a clinical environment providing direct support to patients and families from diagnosis to treatment.

• Ability to communicate medical information effectively to a non-medical audience.

• Proficient in computer skills and internet navigation.

• Commitment to delivering high-quality, professional customer service.

• Familiarity with digital/internet media and a keen interest in new information technology.

• Skilled in Microsoft Word, Excel, PowerPoint, and Outlook.

• Exceptional written and verbal communication abilities.

• Capacity to multitask while maintaining excellent customer service.

• Comfortable in a fast-paced and evolving work environment.

• Must possess work authorization that does not currently or in the future require visa sponsorship in the employing country.

🏝️ Benefits

• Health, dental, and vision coverages effective from Day One.

• Wellbeing programs.

• Retirement plans with contribution matching.

• Generous time-off policies.

• Parental leave options.

• Opportunities for continuing education.

• Career advancement opportunities.

• Flexible working arrangements wherever feasible.

• Competitive total rewards package.

• Ongoing education and training.

• Bonus and/or incentive eligibility based on role and level.