Behavioral Intake Counselor

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The Behavioral Intake Counselor (BIC) is a master’s level, clinical 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.

As the clinical work is done strictly on the telephone and computer (chat), this position requires a very unique set of clinical skills more astute than those required for face-to-face interactions as there are no visual cues from which to draw upon in order to help paint a comprehensive clinical picture. Clinicians need to rely on their graduate education in psychology/sociology or related field, formal clinical training, and experience to exercise discretion and clinical judgment when providing access to appropriate behavior health services and crisis work. Clinicians need to quickly triage calls/chats in the queue to ensure safety and meet contractual performance standards. Must be able to work both independently and collaboratively with the high precision and intensity similar to that of an emergency department- everyone has a crucial, time sensitive task to complete which is integral to the success of the entire operations. This is a fast-paced, clinically heavy position not for the faint of heart but it’s equally rewarding as one can play a pivotal role in someone’s journey to recovery and literally save lives.

Behavioral Health Access - Mental Health & Substance Use Disorder Treatment Services within the system of care. ACL clinician needs to quickly establish an emotional connection with the individual seeking help, identify their need(s), conduct a behavioral health screening which includes an adapted ASAM screening, recognize and properly follow up on any risk factors, and help provide linkage to the most appropriate type and level of care based on the collective screenings and preferences of the caller/chatter.

Crisis Work - Mental or Emotional Distress; Intimate Partner Abuse; Child/Elder Abuse; Suicide prevention, intervention and post-vention etc. This service meets National Suicide Prevention Lifeline (NSPL) standards for risk assessment and engagement of individuals at imminent risk of suicide. ACL clinician needs to quickly establish a therapeutic alliance, seek to help de-escalate the individual using brief solution-focused therapy, motivational interviewing skills and Applied Suicide Intervention Skills Training (ASIST) to ensure safety using the least invasive intervention up to and including initializing active rescue services. Once de-escalated, clinician will collaboratively work with the individual to explore next steps and treatment options.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Uphold and model Our Cultural Values
• 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)
• Meet individualized performance goals
• Participate in the monthly self and peer monitoring process
• Complete mandatory ongoing continuing education and cultural trainings
• Problem solve technical issues
• Elevate operational issues/ concerns to supervisor or manager

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Master’s Degree or Doctorate within human services such as psychology, sociology or equivalent
• 2+ years, post graduate degree providing direct clinical services: psychosocial assessments, individual therapy, substance use disorder drug/alcohol treatment, case consultation with multidisciplinary team; case management; develop treatment plans with short/long-term goals; maintain confidential files; in-service trainings and discharge planning
• Experience working with diverse multi-ethnic/socioeconomic populations; myriad of psychological disorders and addictions
• Demonstrated ability to access and enter accurate relevant clinical information into Medi-Cal beneficiary electronic health record (EHR)

Preferred Qualifications:

• Specialty services/certifications (Intimate Partner Abuse, Gambling Addiction etc.)
• Applied Suicide Intervention Skills Training (ASIST)
• Community mental health experience
• Substance use disorder experience
• Call center experience
• Knowledge of managed care principles or managed care experience
• Bilingual: Spanish, Vietnamese, Tagalog, Arabic, Farsi

• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only: The hourly range for this role is $23.22 to $45.43 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.