24/7 Crisis Case Manager – Mental Health

Universal Hospital Services Inc.; Guaynabo (PR); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Excellent medical/dental/vision plans

401(K) with company match

Career development opportunities

Tuition incentives

Continuing education incentive

Vacation and sick leave

Job summary

Universal Health Services is seeking a Case Manager to support the Behavioral Health Contact Center in responding to individuals in need of services, orientation, and crisis support 24/7. You will document services, coordinate referrals, and ensure continuity of care with licensed clinicians and providers.

Responsibilities include needs assessments, emergency coordination, eligibility verification, and adherence to BHCC policies.

Qualifications

• Bachelor’s in social work or psychology required.
• Knowledge in Microsoft Office.
• Preferred fully bilingual.
• Customer service experience.
• Excellent interpersonal skills.
• Available to work rotating shifts.

Responsibilities

• Answer incoming calls within established timeframes, identify self and organization.
• Provide needs assessments, brief interventions, supportive engagement, referrals.
• Coordinate emergency calls with licensed clinician and emergency services.
• Consult with clinical supervisors/psychiatrists as needed.
• Direct members to appropriate levels of care and coordinate with emergency services.
• Follow reporting procedures for abuse, neglect, or risk and ensure emergency access.
• Verify member eligibility and educate on program offerings and benefits.
• Collect structured clinical data using approved scripts and interview over the phone.
• Maintain confidentiality per HIPAA and internal policies.
• Perform outbound calls, send materials, and complete follow-ups.
• Adhere to quality metrics like abandon rate, ASA, and first call resolution.
• Interact with providers, members, and care team for continuity of service.
• Validate admission registration for mental health services and input data in Web Census.
• Provide after-hours UR backup and status updates.
• Participate in trainings and ensure policy compliance.
• Assist in onboarding new Case Managers.
• Perform other duties as assigned.

Skills

Bachelor’s in social work or psych

Microsoft Office

Bilingual (preferred)

Customer service

Interpersonal skills

Rotating shifts available

Education

Bachelor’s in social work or psychology

Job description

Universal Health Services is seeking a Case Manager to support the Behavioral Health Contact Center in responding to individuals in need of services, orientation, and crisis support 24/7. You will document services, coordinate referrals, and ensure continuity of care with licensed clinicians and providers.

Responsibilities include needs assessments, emergency coordination, eligibility verification, and adherence to BHCC policies.