Job Description

HealthPartners is hiring a Behavioral Health Network Guide in our Member Services department.

POSITION PURPOSE:

• To answer phone calls from HealthPartners health plan members and providers regarding the locations, qualification, specialties, and services of providers in the HealthPartners Behavioral Health Network.
• To assist the HealthPartners health plan members, their family representatives and/or their providers by scheduling the first appointment with a provider in the behavioral health network.

ACCOUNTABILITIES:

• Assist callers with network information in a timely, effective, and efficient manner and identifies appropriate behavioral health provider(s) to match the requests of the HealthPartners health plan member.
• Assist with scheduling an initial behavioral health appointment as needed
• Documents all network information calls according to protocol.
• Meets specific department goals regarding quantity and quality of calls.
• Gathers data on provider services and reports new and/or changed information on an ongoing basis to help ensure proper information about the provider network
• Monitors and reports network access trends which may impact service delivery to patients.
• Maintains excellent customer service relationships with providers and provider representatives, as well as inter and intradepartmental colleagues.
• Participates in continuous service improvement activities.
• Maintains member focus and excellent customer service in a rapidly evolving environment.
• Works collaboratively in achieving goals and objectives of the department.
• Performs other duties as assigned.

REQUIRED QUALIFICATIONS:

• Bachelor's Degree in human services or related area and/or relative work experience.
• Strong verbal communication skills including active listening skills and accuracy in relaying information.
• Ability to develop effective relationships with external and internal partners.
• Familiarity with and ability to master use of technology systems.
• Strong commitment to customer service.
• Other skills needed are ability to work under pressure, empathy, ability to prioritize, good organizational and time management skills, and demonstration of good judgement.

PREFERRED QUALIFICATIONS:

• Experience handling a high volume of telephone calls in a call center environment.
• General understanding of health care delivery systems, Medicaid, and Government programs, and /or HMO industry.
• Working knowledge of Minnesota behavioral health provider network.

DECISION-MAKING:

• Uses the provider network database to identify providers matching the member’s requests.
• Uses excellent customer relations judgement and network knowledge to assist members and providers.
• Identifies complex questions or situations and consults with the appropriate Behavioral Health Improvement and Operations staff and/or the Manager of the Nurse Navigator Program.
• Makes recommendations to Nurse Navigator Leadership for service and workflow improvements.

At HealthPartners we believe in the power of good – good deeds and good people working together. As part of our team, you’ll find an inclusive environment that encourages new ways of thinking, celebrates differences, and recognizes hard work.

We’re a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world.

At HealthPartners, everyone is welcome, included and valued. We’re working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.

Benefits Designed to Support Your Total Health

As a HealthPartners colleague, we’re committed to nurturing your diverse talents, valuing your dedication, and supporting your work-life balance. We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities. Our goal is to help you thrive physically, mentally, emotionally, and financially, so you can continue delivering exceptional care.

Join us in our mission to improve the health and well-being of our patients, members, and communities.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identify, status as a veteran and basis of disability or any other federal, state or local protected class.