Behavioral Health Case Manager

Universal Health Services; Guaynabo (PR); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Career development opportunities

401(k) with company match

Tuition incentive

Continuing education incentive

Paid time off

Job summary

Universal Health Services seeks a Case Manager to support the Behavioral Health Contact Center in Puerto Rico. The role involves responding to individuals in need of services, conducting needs assessments, coordinating referrals, and ensuring access to appropriate levels of care.

Responsibilities include handling emergency situations with licensed clinicians, documenting interactions, maintaining confidentiality, and meeting quality metrics.

Qualifications

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

Responsibilities

• Answer incoming calls within established timeframes per BHCC standards.
• Provide support via needs assessments, brief interventions, referrals.
• Manage emergency calls with licensed clinicians and coordinate with emergency services.
• Consult with supervisors and escalate cases outside scope.
• Direct members to levels of care and coordinate with emergency services.
• Follow reporting procedures for abuse/neglect and suicidal/homicidal risk.
• Verify eligibility and educate on program offerings and benefits.
• Conduct structured data collection using approved scripts and BT triage platform.
• Maintain confidentiality and document services per HIPAA and policies.
• Perform outbound calls, send materials, and complete follow-ups.
• Meet quality metrics: abandon rate, ASA, routing, first call resolution.
• Interact with providers and care team to ensure continuity of services.
• Validate admissions and document in Web Census; provide after-hours UR backup.
• Participate in training and uphold Code of Conduct and Ethics.

Skills

Bachelor’s degree in social work or PS

Microsoft Office

Bilingual (preferred)

Customer service

Interpersonal skills

Rotating shifts availability

Education

Bachelor’s degree in social work or psychology

Tools

Microsoft Office

Job description

Universal Health Services seeks a Case Manager to support the Behavioral Health Contact Center in Puerto Rico. The role involves responding to individuals in need of services, conducting needs assessments, coordinating referrals, and ensuring access to appropriate levels of care.

Responsibilities include handling emergency situations with licensed clinicians, documenting interactions, maintaining confidentiality, and meeting quality metrics.