Navigator - Behavioral Health

Community Health Centers of the Central Coast, Inc.; Santa Maria (CA); On-site; USD 29,000 - 32,000; Full time

Job summary

Community Health Centers of the Central Coast, Inc. seeks a Navigator to bridge Behavioral Health services across CHC clinics in San Luis Obispo and Santa Barbara counties. You will link patients to BH care, support clinicians, and coordinate referrals while ensuring accurate records and timely communication.

The role requires strong organization, patient advocacy, and attention to detail with a focus on culturally competent service delivery and coordination across the BH network.

Qualifications

• High school diploma or GED equivalent required.
• Associate’s degree in Human Services, Addiction Studies, Psychology, or related field OR minimum five (5) years of progressive front office medical and/or behavioral health experience may substitute Associate’s degree.
• Ability to read, analyze, and interpret documents; strong communication and organizational skills; bilingual ability preferred.

Responsibilities

• Verify insurance and payer status, and obtain accurate patient contact information at every visit.
• Assist patients with forms with professionalism and cultural sensitivity.
• Provide referrals and information about BH services within the CHC network.
• Deliver quality customer service using AIDET standards.
• Answer calls professionally and manage a high volume of patient inquiries.
• Maintain BH medical records and support care coordination with clinicians.

Job description

Job Title: Navigator

Department: Behavioral Health

Reports To: Health Center Manager/Director of Behavioral Health

FLSA Status: Non-Exempt

Wage Range the Company Expects to Pay: $21.00 - $23.15 per hour

Summary

The Navigator is the bridge for the Behavioral Health (BH) services within the CHC clinical network throughout San Luis Obispo and Santa Barbara counties. Under the supervision of the Director of Behavioral Health and Health Center Manager (if applicable), the primary role of the Navigator is to link patients into BH services as well as supporting the clinics with increased access to timely patient care. The Navigator will support the BH clinicians (Psychiatrist, LCSW, ACSW, and LMFT) by conducting case management activities, care coordination, and referral linkage. The Navigator must possess strong self-management strategies and communication, organization, and attention to detail skills. It is the primary purpose of CHCCC to provide the highest quality of total care possible to the patient population it serves. Such a level of quality depends ultimately on the staff's desire and ability to work together, individually, and as a team. The employee is expected to be professional, punctual, maintain regular attendance, cooperative, motivated, and organized at all times.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensures behavioral health charts are in order with appropriate and completed forms, and verifies insurance and payer status as well as physical address and emergency contact information for all patients at every visit.
• Assists patients with the completion of appropriate forms with professionalism, diplomacy, and advocacy for patients cultural, linguistic, and diversity needs.
• Informs patients about all services and programs available throughout the CHC clinical network and makes appropriate referrals.
• Provides quality customer service using AIDET Standards.
• Answers telephone with a courteous and professional manner.
• Handle high volume of patients and internal/external customers, and handle frequent changes, delay or unexpected events.
• Assists with the preparation of BH medical records per protocols outlined in the Behavioral Health Policies and Procedures.
• Schedules patients per protocol outlined in the Behavioral Health Policies and Procedures and refers medical or medication management triage calls to nursing staff or Psychiatric Nurse Coordinator.
• Confirms appointments for BH clinicians within 24 hours of appointment i.e. hard and soft confirmations.
• Receives referrals via task from primary care providers in order to link patients with BH services. Participates in service coordination activities as directed to improve service continuity and effectiveness for patients within the CHC network.
• Provides clerical and case management support to BH clinicians including, but not limited to scheduling and rescheduling patient appointments, conducting screenings, and maintenance calls at regularly scheduled intervals.
• Assists patients in navigation of the mental health system, and appropriate linkage to various county agencies and other community resources based on patient care need and availability.
• Documents all service contacts on a timely basis including face-to-face interviews, collateral and networking contacts, correspondence and maintains the case records in accordance with agency standards and requirements.
• Assists in a variety of support activities including, but not limited to support groups and/or psycho-educational groups, community outreach activities, and health fairs.
• Assists clinic staff with de-escalating patient behavioral health issues and concerns in the clinic, as needed, with supervision and support from BH clinicians and other licensed staff.
• May assist the primary care team with clerical duties such as greeting patients, checking-in, scheduling, etc. when necessary.
• Meets regularly with the Director of Behavioral Health, Psychiatry Nurse Coordinator, and Health Center Manager (if applicable) as a means of enhancing professional growth, reviewing and processing the provision of care coordination services, and dealing with appropriate administrative issues.
• Acts as a liaison with community and external agencies on behalf of CHC in matters pertaining to high risk behavioral health patients.
• Attends trainings and staff meetings as required.
• Understands the scope of services available within the CHC clinical network throughout San Luis Obispo and Santa Barbara counties.
• Demonstrates adherence to and observes all safety policies and procedures, inclusive of infection control rules and regulation and Behavioral Health Department policies and procedures.
• Maintains and adheres to confidentiality, and privileged communications (patient, employee, and corporation).
• Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served (infants, pediatrics, adolescents, adults or geriatrics).
• Demonstrates knowledge of domestic violence, child and dependent abuse protocols.
• Demonstrates cultural sensitivity and competence with patients.
• Maintains and adheres to HIPAA, employee confidentiality, and privileged communications (patient, employee, and corporation).

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

Education And/or Experience

High school diploma or GED equivalent required. Associate’s degree in Human Services, Addiction Studies, Psychology, or related field OR minimum five (5) years of progressive front office medical and/or behavioral health experience may substitute Associate’s degree.

Language Skills

Ability to read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, policy and procedure manuals. Ability to respond effectively to the most sensitive inquires or complaints. Ability to write routine reports and correspondence. Ability to speak effectively before groups of patients or employees of organization.

Bilingual ability to read, speak, and write in English and another language is preferred, not required.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY

Ability to apply sound judgment in understanding to carry out instructions in written or oral form. Ability to make appropriate job decisions following standard office policies and past precedents. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills

Experience with word processing, spreadsheets, email, and keyboarding required. Microsoft Office and Google Suite skills required. Working knowledge of EHR preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

Possession of current, valid, unrestricted California Driver's License (Class C) required.

Other Requirements

Required to pass a criminal history background check and drug screen upon hire. Annual health examination; annual Tuberculosis skin test clearance or chest x-ray; proof of immunity to MMR, Varicella, and Hepatitis B; proof of Tdap vaccine; during current flu season, must provide proof of influenza vaccine or a signed declination form. If declined, a flu mask is mandatory during flu season.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is moderate (i.e. office and clinic setting with computers, phones, and printers). Must be able to work in a fast-paced environment.

Required: Must be willing to have a flexible work schedule that may include evenings/weekends, and travel as needed.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.