Care Facilitator – Behavioral Health

About the position Optum is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 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, will be working an 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 (home site) Will be at Quincy, MA site to start for training. Will also be required to support additional sites on a rotating basis in the South area (starting with Plymouth and eventually including Braintree, Weymouth, Easton, Taunton). If you reside in Quincy, MA, you will enjoy the flexibility of a hybrid-remote role as you take on some tough challenges. This is a hybrid role. Will be required to work onsite one day per week.

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

Requirements

• High School Diploma/GED (or higher)
• 1+ years of experience in a social services or healthcare setting (behavioral health setting preferred)
• 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
• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Nice-to-haves

• Bachelor’s Degree in related field (typically in healthcare administration, psychology or healthcare related field)

Benefits

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

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