Behavioral Health Complex Care Manager

Boston Medical Center; United States; On-site; USD 66,000 - 96,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Discretionary annual bonuses

Flexible Spending Accounts (FSA)

403(b) savings matches

Paid time off

Career advancement opportunities

Well-being resources

Job summary

Boston Medical Center is seeking a Behavioral Health Complex Care Manager to engage high-risk clients in intensive clinical care management across Boston, with in-person community visits and collaboration with therapists, psychiatrists, pharmacists, and PCPs.

The role requires strong outreach, advocacy, and coordination skills, with experience in Medicaid behavioral health conditions and a commitment to reducing barriers to care.

Qualifications

• Master’s Degree in Social Work or Counseling.
• Experience providing case management services.
• Experience with vulnerable patient populations.
• Experience with clients with serious mental illness and/or substance use disorders.

Responsibilities

• Identify and engage appropriate clients for complex care management.
• Perform comprehensive bio-psycho-social-spiritual assessments and develop client-centered care plans.
• Refer clients to medical, behavioral health, housing, and social services.
• Provide outreach and support to enable utilization of clinical treatment.
• Monitor care utilization across ED visits and inpatient admissions.
• Collaborate with providers and community partners.
• Conduct risk assessments and crisis planning as needed.
• Maintain HIPAA compliance and data in the EMR.

Skills

Care management

Vulnerable populations

Behavioral health

Engagement

Interpersonal skills

Documentation

Multilingual (preferred)

Time management

Team collaboration

Education

MSW or Counseling Master's

Tools

Electronic Health Record (EMR)

Billing systems

Job description

POSITION SUMMARY: The Complex Care Manager works with relevant stakeholders to identify and engage clients in intensive clinical care management with a focus on successfully addressing client’s behavioral health and social determinants of health, improving patient experience, advancing health and reducing cost. The services focus on high risk and complex clients who have a pattern of inpatient admissions, high utilization of emergency services, difficulty engaging with outpatient treatment and may also be medically complex. The role requires assertive outreach, advocacy, service coordination, monitoring, follow up and general assistance to help clients manage barriers that may impede access to clinical services and progress in their recovery. This position supports clients across Boston and will require in-person visits to members in the community. Excellent interpersonal skills, patient engagement skills and the ability to work independently and collaboratively are key requirements of the job. Clinical experience working with behavioral health conditions prevalent within the Medicaid population including psychotic disorders, personality disorders, and substance use disorders is necessary. Care managers collaborate closely with providers throughout the health system including outpatient therapists, psychiatrists, pharmacists, and PCPs as well as develop partnerships with other community resources.

Position: Behavioral Health Complex Care Manager Department: Pop-Health Care Management Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Identify and engage appropriate clients for complex care management from lists and referrals, in collaboration with supervisor and other program leads.
• Ability to execute core care management duties: Comprehensive assessment: bio-psycho-social-spiritual Collaboration with client and care team to develop client-centered care plan.
• Refer clients to all necessary services including, but not limited to, medical treatment, behavioral health/substance use treatment, financial assistance, child-care, housing, food, clothing, vocational services, and transportation.
• Provide consistent outreach and support services to enable clients to utilize clinical treatment.
• Monitor clients’ utilization of care across the care continuum, including Emergency Department Visits and inpatient admissions.
• Collaborate with community partners, such as medical providers, substance use disorder/mental health service providers, and social service agencies.
• Assessment of goal completion, with transition of client to ongoing supports upon graduation from program.
• Provide mobile care management in the community to meet client’s needs including participating in off‑site discharge planning meetings, and visiting clients at local programs, shelters or their homes if indicated.
• Facilitate interdisciplinary consultation on client’s behalf through participation in team meetings, clinical reviews, and collaboration with client’s providers.
• Independently address client’s behavioral health crises by completing risk assessments, referring to appropriate levels of care, developing crisis treatment plans, and consulting with program manager when clinically indicated.
• Develop working relationships with collateral resources and other community service providers.
• Participate in all training requirements and opportunities as designated by program manager.
• Actively participate in growth and development of program.
• Take lead on clinical needs of program caseload in absence of program manager and when indicated.
• Comply with established metrics for performance and adhere to documentation and workflow standards including clearly documenting all progress and submitting accurate billing within expected time frames.
• Utilize the electronic health record and other IT interfaces as necessary to track and monitor patients.
• Maintain HIPAA standards and confidentiality of protected health information.
• Adhere to departmental/organizational policies and procedures; Must adhere to all of BMC’s RESPECT behavioral standards.

JOB REQUIREMENTS EDUCATION:

• Master’s Degree in Social Work or Counseling

EXPERIENCE:

• Experience providing case management services
• Experience working with vulnerable patient populations
• Experience working with clients with serious mental illness and/or substance use disorders

KNOWLEDGE AND SKILLS:

• Strong understanding and familiarity with common diagnoses across behavioral health and medical settings
• Strong understanding and familiarity with levels of care and how to navigate behavioral health system
• Extensive knowledge of healthcare systems and relevant community resources
• Sensitivity to ethnic, cultural, gender, and sexual orientation diversity, values, beliefs, and behaviors
• Excellent interpersonal skills and ability to work collaboratively
• Self-management skills, including ability to prioritize and set patient-centered goals
• Excellent written and verbal communication
• Able to maintain professional boundaries
• Ability to work with diverse, safety-net population
• Skilled at engaging difficult to engage patients—build rapport, trust
• Ability to work in a fast paced environment, inclusive of organizational skills, time management skills, critical thinking, and problem solving abilities
• Computer competency, inclusive of the ability to access and enter data through the electronic medical record system, submit billing, assist clients with scanning/faxing/printing and manage personal email system
• Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population serviced, is preferred

Compensation Range: $66,000.00- $96,000.00. This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. Boston Medical Center is an equal employment/affirmative action employer.

If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [e-mail] or call 617-638-8582 to let us know the nature of your request.

Boston Medical Center participates in the Electronic Employment Verification Program. As an E-Verify employer, prospective employees of BMC must complete a background check before beginning their employment at the hospital. BMC requires all staff to be vaccinated against COVID-19 and flu, as well as receive a booster dose of the COVID-19 vaccine.