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Position Summary

The Aetna Better of Health Louisiana on the Behavioral Health Crisis Call Center is a critical component of the Louisiana Department of Health overhaul of the state's Crisis System. This role serves as the initial contact for Aetna Better Health of Louisiana member Behavioral Health crisis calls.

Key Duties:

• Answer initial member Behavioral Health Crisis Calls, triage/assess risk, and transfer to Licensed Mental Health Clinicians.

• Answer calls to a secondary phone line from community Mobile Crisis Teams and record member updates and disposition as needed.

• Appropriately and accurately document state mandated Crisis Call metric

• Focus on prioritizing Medicaid member interaction, maximizing inbound and outbound touchpoints to solve members’ needs and create behavioral change by being passionate, caring and use behavioral interviewing techniques.

• Work closely with Licensed Mental Health Clinicians and Care Management Associates.

Care Management Associates provide support services to team members by answering telephone calls, taking messages, researching information, warm transferring of member calls to appropriate internal clinical colleagues, and assisting in solving problems. The Care Management Associate adheres to Compliance with policies & procedure/regulatory standards, maintains accurate & complete documentation of required information that meets risk management, regulatory, & accreditation requirements, and protects the confidentiality of member information & adheres to company policies regarding confidentiality.

Required Qualifications

• Must reside in Louisiana

• 2-4 years Healthcare experience (i.e., medical setting, hospital, managed care organization).

• 1-2 years Behavioral Health experience

• 1-2 years Call Center experience

• 1-2 years Customer Service experience

• 1-2 years Sensitive information and/or HIPAA experience

• Computer skills, including Microsoft Office suite

• Basic Medical Terminology

• Strong Organizational skills

• Verbal and Written Communication skills

• Ability to multitask, prioritize work, maintain flexibility, and manage expectations while meeting scheduled deadlines.

• Flexibility to work occasional nights and weekends outside of standard business hours which can span from 8:00 am to 5:00 pm.

Preferred Qualifications

• High Call Volume experience

• Crisis intervention skills and call center experience in handling life stress, substance misuse, depression/anxiety, symptoms of psychosis, thoughts/risk of self-harm/suicide, thoughts/risk of harm to others, change in youth’s living situation, disruptive behavior, and family conflict.

• Demonstrates ability to meet daily metrics with speed, accuracy, and a positive attitude.

• Adhering to Care Management Processes (privacy/confidentiality, quality management, regulatory, accreditation guidelines, company policies and procedures).

• Member Electronic Record experience

• Works independently

• Ability to effectively participate in a multi-disciplinary team including internal and external participants.

Education

• High School Diploma, G.E.D. or equivalent. (Required)

• Bachelors Degree in Human Services or related field (Preferred)

Pay Range

The typical pay range for this role is:

$18.50 - $31.72

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 10/26/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.