Job Information
Allameda Alliance for Health Member Liaison Specialist, BH Bilingual Vietnamese Job Req 772019717 in Alameda, California
::: {#textEditorContainer_7} ::: {contenteditable="false"} PRINCIPLE RESPONSIBILITIES
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The Member Liaison Specialist (Behavioral Health), MLS, is responsible for the intake and triage services for telephonic (call center) or online (member portal), chat, behavioral health (BH), and autism spectrum disorder (ABA) related referrals and inquiries to all care coordination programs within AAH and external provider network. MLS will ensure members seeking assistance will have a pathway to care that is both timely and adequate to meet their behavioral health care needs. Member Liaison Specialist will excel at communicating with members, both internal and external partners ensuring that each referral is triaged to the most appropriate program, including a warm handoff.
The Member Liaison Specialist (Behavioral Health) position requires a basic understanding of mental health disorders to determine the appropriate level of care for Members and interface with Behavioral Health Team regarding appropriate BH and ASD member referrals.
The MLS may occasionally function as a Member Service Representative in high call volumes or staffing shortages.
Principle responsibilities include
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Responsible for managing incoming Behavioral Health (BH) requests through the BH call center phone queue and online (member portal).
Ensures the privacy and security of PHI (Protected Health Information) as outlined in AAHs policies and procedures relating to HIPAA compliance.
Ensures documentation is accurate and in compliance with regulatory requirements and accreditation standards.
Understands the importance of excellent customer service and timely processing of requests as it pertains to behavioral health and autism spectrum disorder.
Understand the Call Center Service Level agreements and work to ensure that they are met.
Collaborate and communicate with management on issues and processes that impact Care Management and other organizational entities internally and externally.
Triage/screening to assist members in securing behavioral health services.
Practice active engagement with callers and establish sufficient rapport to promote the callers collaboration in securing their safety.
Assists members in securing outpatient follow-up appointments in a manner synonymous with a warm handoff to support connection to ongoing care.
Assess the needs of members seeking an assessment and ensure their referral to the service or resource that best addresses those BHT needs.
De-escalation/resolution of behavioral health crisis calls.
Follows Behavioral Health guidelines and protocols in coordinating with Behavioral Health Care Managers and the Behavioral Health Department for Triage and Referral for members with urgent or complex needs.
Coordinates members behavioral and social service needs both within and outside AAH to coordinate members care.
Collaborates and communicates with the member, conservators, authorized member representative(s), physicians/provider office staff, health networks, and other health care providers to support and accomplish goals identified.
Serves as an advocate to assist in coordinating the members identified psychosocial needs, utilizing community resources and support when appropriate.
Develops and maintains a network of current community resources and services where members can receive appropriate assistance.
Maintain documentation of member interactions within the Member Services Management System (HealthSuite/Qualitysuite).
Initiates referrals to both internal care management departments and other government agencies.
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