Behavioral Health Care Advocate

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Position Summary:

Master’s level cleared behavioral health, California License: Licensed Marriage and Family Therapist (LMF), Licensed Clinical Social Worker (LCSW), Licensed Professional Counselor (LPC) or Licensed Psychologist for position for the County of San Diego’s 24/7 Access and Crisis Line (ACL). The ACL provides free, confidential access to behavioral health services and crisis intervention for the 3.3 million San Diegans. The ACL also provides afterhours pre-authorization for behavioral health inpatient, crisis residential and residential substance use disorder treatment. As the clinical work is done strictly on the telephone and computer (chat), this position requires an incredibly 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 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 behavioral 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 high precision and intensity like that of an emergency department- everyone has a crucial, time sensitive task to complete which is integral to the success of the entire operation. This is a fast-paced, clinically heavy position not for the faint of heart but equally rewarding as one can play a pivotal role in someone’s journey to recovery and save lives.

Behavioral Health Access - Mental Health & Substance Use Disorder Treatment Services within San Diego’s system of care. ACL clinician needs to quickly establish an emotional connection with the individual, identify their need(s), conduct a behavioral health screening which includes an adapted ASAM (American Substance Abuse Medicine) screening. The clinician will also conduct clinically relevant screenings such as CalAIM (California Advancing & Innovating Medi-Cal) to determine the appropriate level of care; suicide, homicide, and Mobile Crisis Response Team (MCRT). The clinician needs to recognize, properly intervene, and follow up on any risk factors. The clinician will also 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 postvention etc. ACL clinician needs to quickly establish a therapeutic alliance, screen for risk factors, seek to help de-escalate the individual using brief solution-focused therapy, motivational interviewing skills and Applied Suicide Intervention Skills Training (ASIST). Clinicians help ensure safety by using the least invasive intervention on a continuum to the most invasive which may include initializing active rescue services as a last resort. Once de-escalated, the clinician will collaboratively work with the individual to explore next steps and treatment options. This service meets 988 National Suicide Prevention Lifeline (NSPL) standards for risk assessment and engagement of individuals at imminent risk of suicide. ACL accepts calls from 988 for individuals who have a San Diego related area code. The ACL has been accredited with American Association of Suicidology (AAS) for both telephonic and chat services.

Utilization Management Afterhours – Review behavioral health pre-authorization documentation for inpatient, crisis residential and residential substance use disorder treatment requests for Medi-Cal beneficiaries. These reviews are completed via an online review process. The documentation is completed in the County’s Electronic Health Record (EHR); you must be able to access the County’s EHR. A successful clinician must quickly switch between answering access and crisis calls and chats and processing pre-authorizations.

If you are located in California, you’ll enjoy the flexibility to work remotely *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 ASAM, CalAIM, MCRT, suicide, and homicide (when indicated).
• Provide customized, behavioral health referrals using a client-centered approach
• Conduct crisis work and ensure safety at all costs
• Document all interaction in a succinct, clinical manner in the designated database; documentation must adhere to Dept. of Health Clinical Service (DHCS) requirements
• Utilize our Central Contact Tracking Database and place Medi-Cal clients on the wait list per contractual guidelines.
• Ability to access and enter accurate relevant clinical information into Medi-Cal beneficiary electronic health record (EHR)
• Meet individualized performance goals
• Complete mandatory ongoing continuing education and cultural trainings
• Problem-solve technical issues
• Elevate operational issues to the manager
• Adapt to changes and maintain flexibility as processes and policies are implemented to ensure compliance and quality standards

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.

• Undergraduate degree or equivalent experience.

Required Qualifications:

• Master's degree in Psychology, Social Work, Counseling or Marriage or Family Counseling; OR Licensed Ph.D.; OR Registered Nurse
• Current, unrestricted license to practice in the state of residence
• 2+ years of experience in behavioral health

Preferred Qualifications:

• Inpatient experience
• Dual diagnosis experience with mental health and substance abuse
• Experience working in an environment that required coordinating benefits and utilizing multiple groups and resources for patients
• Proficiency with Microsoft Office Suite programs (Word, Outlook, Internet)

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Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer 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.

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