Behavioral Health Licensed Care Manager

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health conditions and substance use disorders. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. We are building out a tech-enabled clinical team to improve access to mental health and substance use disorder care. We are driven by our mission of enabling better care for patients across the continuum. Join us in improving healthcare for all!

Summary:

Bamboo Health is building a team of compassionate clinicians who are committed to improving care access to those in most need. We are seeking a highly motivated full-time Behavioral Health Licensed Care Manager to help our team change the way people access behavioral health care. You will play a critical role in integrating behavioral health into physical health during care transitions by engaging, assessing and building trust with individuals with moderate to severe mental health and substance use disorder conditions, and navigating them to the necessary behavioral health, primary care and social services. You will work within the context of a team-based model, driving towards outcomes that are important to the individual as well as our provider and payer customers.

What You'll Do:

• Primarily work in a virtual setting to support individuals with mental health conditions and substance use disorders, diagnosed and undiagnosed, and unmet needs with respect to social services
• Identify, outreach and engage individuals using an omnichannel virtual approach (phone, text and email)
• Identify the individual's care goals
• Screen and assess for unmet behavioral health, social service and physical health conditions and needs
• Identify and address barriers to definitive behavioral health care
• Identify the appropriate level of evidence-based care for the individual, as applicable
• Navigate the individual to appropriate care, including behavioral health and/or primary care, as applicable, including scheduling
• Support the individual in getting care with pre-appointment check-ins
• Perform post-care follow-up
• Collaborate on care issues with the broader clinical team by participating in case reviews
• Use relationship-based strategies to engage individuals, understanding that many may have lived personal experiences causing them to be initially hesitant or distrusting of the health care system
• Leverage your deep understanding of the community and best-in-class customer service skills to gain trust with eligible individuals and enroll them in the program
• Provide clinical supervision as appropriate for other members of the care team
• Identify and develop workflow needs and work with leadership as needed to develop policies to efficiently and effectively operate the navigator team
• Meet key engagement metrics and to ensure you are supporting our mission to improve the wellbeing of underserved communities
• Effectively manage the end-to-end navigation funnel, ensuring individual's access to definitive assessment and/or treatment
• Provide consistent updates on funnel stages including delays and blockers
• Proficiency in all additional internal/external technology tools utilized for the position

What You Need:

Necessary qualifications

• Registered Nurse compact license
• Access to a quiet, HIPAA compliant and internet connected space to perform clinical duties
• 3+ years of experience working for a health plan or at-risk provider
• 2+ years of experience in care coordination or case management
• 2+ years of contact center experience including patient outreach and engagement, or similar background initiating patient relationships built on trust
• 2+ years of experience working in a metric/quota-driven environment and/or with high-volume targets
• Demonstrated professional or personal lived experience working closely with individuals experiencing complex chronic needs, homelessness, mental health conditions or substance use disorders
• Strong interpersonal communication skills, written communication skills, and excellent active listening skills
• The ability to perceive and understand how others may be feeling or thinking based on nuances, uncomfortable silences, or questions they ask
• Strong technical skills and comfort with CRM databases, omnichannel technology (email, text and video conferencing) and learning how to use new technology, including Bamboo Health's products
• Strongly empathetic with a keen desire to reduce barriers to behavioral health and social services for the underserved
• A high level of judgment, analytical ability and creativity in investigating problems that require original and innovative solutions
• Ability to work effectively in a remote-first environment, ensuring high-quality virtual interactions with minimal distractions

Preferred qualifications

• Accountable to fulfilling individuals' care needs
• Experience working in an inbound and/or outbound contact center environment
• Excellent oral and written communication skills
• Enjoys problem solving and willing to iterate on and inform the development of new clinical workflows
• Someone who can thrive in a dynamic, fast-paced, and ever-changing startup environment, demonstrating the ability to navigate ambiguity and embrace challenges with resilience and flexibility

What You Get:

• Join one of the most innovative healthcare technology companies in the country.
• Have the autonomy to build something with an enthusiastically supportive team.
• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.
• Receive competitive compensation, including equity, with health, dental, vision and other benefits.

Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our solutionsenable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time - regardless of physical, behavioral, or social barriers.

We're a great place to work because we care.We continually seek to learn about our differences and ensure the unique identities and contributions of all employees are welcome, valued and celebrated.

Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams, cultivating a sense of belonging, combating biases, and actively removing barriers to equity.

Bamboo Health is proud to be an Equal Employment Opportunity and affirmative action employer.

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