BEHAVIORAL HEALTH SPECIALIST

Reports To: Director of Behavioral Health
Department: Behavioral Health
Classification: Non-Exempt

Job Summary

The Behavioral Health Specialist (BHS) provides a range of client-centered services that link clients with healthcare, psychosocial support, and other services. The BHS connects community members with resources such as health screening information, healthcare providers, assistance with publicly funded health insurance, financial assistance, mental health and substance abuse treatment, and transportation services.

This position enhances the Care Coordination team’s ability to provide proactive patient management, increased patient and provider satisfaction, and continuity of patient care.

Duties and Responsibilities

• Provides outreach to individuals in a variety of settings, including but not limited to health fairs, clinic outreach, and patient lists for targeted outreach.
• Manages patient check-in processes, including insurance verification, copay collection, intake documentation, consents, and release-of-information compliance.
• Delivers culturally appropriate and accessible health education and information, often utilizing educational tools within the EHR. Arranges for bilingual providers or translators and assists with culturally appropriate education as needed.
• Helps clients access resources by scheduling appointments and assisting with program applications.
• Manages referrals and insurance, including scheduling appointments, verifying coverage, and completing prior authorizations.
• Assists the Behavioral Health team with coordination of care by tracking and supporting patients when they obtain services outside of the agency.
• Provides mental health psychoeducation regarding symptoms, treatments, and coping skills to reduce stigma; works with clients to build trust; follows up to ensure appointment compliance; and helps prevent social isolation.
• Builds relationships within the community to promote mental health wellness among community members and leaders.
• Assists patients as needed with managing appointments, schedules, and patient self-management goals utilizing motivational interviewing skills.
• Manages departmental calls, messages, scheduling, follow-up appointments, and communicates concerns to the team as needed.
• Serves as a liaison between the Behavioral Health Division and other departments within the agency and externally for patients to address social determinants of health as needed.
• Understands and follows policies and procedures and produces and submits reports and documentation in a timely manner.
• Collects historical information on clients and intake documentation, including releases, medication lists, treatment history, and collateral information, and documents the information in the EHR system.
• Maintains excellent communication within the Behavioral Health staff and documents actions in the patient’s medical record as appropriate.
• Serves as a patient advocate and acts as a liaison between the patient care team, behavioral healthcare facilities, and community agencies among all Franklin Primary Health Center clinics.
• Performs other related duties as assigned.

Customer Satisfaction

Must provide the very best customer satisfaction to patients, visitors, and coworkers at all times in a professional and courteous manner.

• Provides assistance in resolving customer problems.
• Coordinates efforts and interfaces with other departments to resolve problems.
• Actively protects customer confidentiality.
• Actively keeps the environment clean and safe with a professional and welcoming image.
• Always treats customers as welcome guests and provides a warm and sincere greeting.
• Consistently presents a professional appearance in dress and grooming by adhering to the dress code policy.
• Effectively and regularly demonstrates the values of the organization.
• Effectively involves customers in decisions that affect them.
• Follows through in a timely manner on commitments made to customers.
• Takes ownership of one’s attitude toward Service Excellence.

Performance Standards

Performance will be evaluated by the Program Coordinator or designee annually, wherein a satisfactory overall rating is considered the minimum acceptable level of performance.

Health and Safety

• Must adhere to safety policies and procedures.
• Must receive Safety and Hazardous Communication training annually.
• Must exercise universal precautions and comply with safety standards and procedures.
• Must be knowledgeable of OSHA and CLIA requirements to assure compliance.

Privacy Rule Compliance Requirements

• Adheres to Health Insurance Portability and Accountability Act (HIPAA Privacy Rule) policies and procedures.
• Must successfully complete Privacy Rule compliance training annually or as revisions are made to the policies and procedures.
• Must comply with Privacy Rule guidelines by learning to protect FPHC patient medical privacy.
• Must comply with Privacy Rule guidelines by appropriately maintaining patient information in compliance with national standards.
• Must comply with Privacy Rule guidelines by providing appropriate security of FPHC patient records.

Protected Health Information (PHI) Access

Restricted: For purposes of HIPAA compliance, there are four workforce categories that define the level of access to Protected Health Information granted to the incumbent. This position is classified under Social Services and is granted restricted access for the purpose of providing patient assistance and for other uses and disclosures according to the purpose for which the use is intended. Use and disclosure must be in accordance with applicable privacy policies and procedures.

Qualifications

Education and Experience

A bachelor’s degree in Health Education, Health Promotion, Psychology, Sociology, Social Work, or a related field, or an equivalent combination of education and experience, is preferred but not required, along with relevant professional experience.

Strong written and verbal communication skills are required. Must possess strong organizational and analytical skills and the ability to work with minimal supervision while managing multiple priorities. Must demonstrate the ability to delegate duties effectively and possess a valid Alabama driver’s license. Familiarity with social service agencies and Medicare and Medicaid regulations is preferred.

Knowledge, Skills and Abilities

Knowledge of organizational policies, regulations, and procedures necessary to carry out assigned duties. Skills in establishing and maintaining effective working relationships with patients, medical staff, and the public are required.

Must possess skills in preparing and maintaining records, writing reports, and responding to correspondence. Must have the ability to maintain quality-control standards; interpret, adapt, and apply guidelines and procedures; communicate clearly; and maintain confidentiality.

Other Qualifications

English as a first language preferred. Bilingual/bicultural candidates will be considered.

Physical/Mental Demands

Requires working under stressful conditions or irregular hours. Requires some exposure to communicable diseases. Must occasionally lift and carry items up to 30 pounds and possess the ability to distinguish letters and symbols.