Duties and Responsibilities

• Major Duties & Responsibilities (include, but not limited to):
• Supervises daily BH Care Coordination operations and staffing.
• Assists in the oversight and training of BH Care Coordinators including monitoring performance standards.
• Monitors and provides direction to the BH Care Coordinators to ensure implementation of defined workflows, follow-through of calls, and task completion, and provides support to staff when questions arise concerning covered services and contracted providers.
• Assists in maintaining BH Care Coordination Center policies and procedures related to behavioral health needs of membership through the call center intake tool, referral and authorization entry into CenCal Health’s interface.
• Monitors telephone coverage daily using Cisco and Finesse systems to ensure service goals are met and implement interventions to improve service as necessary;
• Assists in recognizing problematic areas and helps develop effective and efficient workflow processes in conjunction with BH Care Coordination Manager
• Establish and maintain effective relationships with coworkers, supervisors and other colleagues, and collaboratively work with cross-department team members;
• Assist members in crisis by connecting to County Mental Health services; 
• Assist the Plan’s “BH Provider Network” with escalated needs related to eligibility, status of referrals, status of authorizations, claims and pharmacy medication status inquiries;
• Must demonstrate a thorough understanding of the relationship between the various health program agencies, Department of Social Services (DSS), Social Security Administration (SSA), Tri-Counties Regional Centers, County Mental Health, California Children’s Services and their relationship to CenCal Health’s membership;
• Establish and maintain effective and cooperative working relations with outside collaborative agencies such as DSS, Tri-Counties Regional Centers, County Mental Health and network providers;