[Hiring] Behavioral Intake Counselor @UnitedHealth Group

Role Description

The Behavioral Intake Counselor (BIC) is a position for the County of San Diego’s 24/7 Access and Crisis Line (ACL) which provides free, confidential access to behavioral health services and crisis intervention for the 3.3 million San Diegans.

Behavioral Health Access:

• Mental Health & Substance Use Disorder Treatment Services within the system of care.
• ACL clinicians need to quickly establish an emotional connection with the individual seeking help.
• Identify needs and conduct a behavioral health screening which includes an adapted ASAM screening.
• Recognize and properly follow up on any risk factors.
• Help provide linkage to the most appropriate type and level of care based on the collective screenings and preferences of the caller/chatter.

Working Schedule:

• 4–10-hour shifts in PST.
• Schedule to be determined upon hire, will require evenings and weekends, and is subject to change depending on business need.

Location:

• Remote. You will enjoy the flexibility to telecommute from anywhere within the U.S.
• Dedicated work from home space is required.

Primary Responsibilities:

• Manage calls coming from 988 Lifeline.
• Adhere to all applicable laws and ethics (HIPAA, Exceptions to confidentiality, Reporting Abuse, Duty to Warn etc.).
• Answer calls/chats within standard service levels.
• Apply sound clinical judgement and consult with fellow clinical professionals when indicated.
• Triage calls/chats based on presenting mental health and/or substance use disorder symptoms.
• Conduct appropriate behavioral health screenings, including suicide, homicide (when indicated) and adapted ASAM.
• Provide customized, behavioral health referrals.
• Conduct crisis work and ensure safety.
• Document all interaction in a succinct, clinical manner in the designated database; documentation must adhere to Dept. of Health Clinical Service (DHCS) requirements.
• Access and enter accurate relevant clinical information into Medi-Cal beneficiary electronic health record (EHR).
• Meeting individual performance goal.
• Problem solves technical issues.
• Elevate operational issues/ concerns to supervisor or manager.
• Gain experience training crisis line staff to support adherence to established protocols, quality benchmarks, and compliance requirements, while strengthening personal competency on the crisis line.
• Other duties as assigned.

Qualifications

• Master’s Degree or Doctorate degree within human services or behavioral health field.
• 2+ years of post graduate behavioral clinical experience (i.e. but not limited to: psychosocial assessments, individual therapy, substance use disorder drug/alcohol treatment, case consultation with multidisciplinary team, case management).
• 1+ years of crisis management experience.
• 1+ years of experience working with diverse multi-ethnic/socioeconomic populations.
• 1+ years of experience working with psychological disorders and addictions.
• Bilingual: Spanish/English.

Preferred Qualifications

• 1 or more years of prior experience in a call center.
• Willing and able to access and enter accurate relevant clinical information into Medi-Cal beneficiary electronic health record (EHR).

Benefits

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays.
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account.
• Dental, Vision, Life & AD&D Insurance along with Short-term disability and Long-Term Disability coverage.
• 401(k) Savings Plan, Employee Stock Purchase Plan.
• Education Reimbursement.
• Employee Discounts.
• Employee Assistance Program.
• Employee Referral Bonus Program.
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.).