Behavioral Health Advocate (Remote)

Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals. If this describes you, we want to speak with you. You can help us achieve our vision to lead nationally in innovating equitable whole-person health.

We’re hiring for exciting roles supporting our behavioral health optimization initiative!

Are you someone with previous experience in customer service/contact centers, social work, behavioral health, or a related field? If so, bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

We are pleased to have created multiple job opportunities within our Behavioral Health Operations Contact Center that address behavioral health needs and support our equitable, whole-person health strategy by helping our members access the appropriate care.

We’re looking for candidates who can use their experience and skills to define and assist our members and providers with behavioral health needs, including but not limited to, quoting benefits, reviewing claims, utilizing de-escalation skills, connecting our members with services, and accurately identifying a psychiatric crisis or behavioral health emergency in a timely manner. Determine whether the psychiatric crisis is urgent or emergent and ensure the caller is connected to the appropriate care solution.

The ideal candidate would have previous experience in a contact center setting for behavioral health, social work, or a related field. The Behavioral Health Advocate performs the following:

• Adheres to organizational policies and procedures, including a designated quiet workspace and appropriate internet speed to work remotely.
• Utilizes critical thinking skills and asks probing questions to identify customer needs and support their healthcare and benefit journey.
• Uses a customer relationship application or database to record activities and research product information.
• Exhibits active listening and empathetic behavior when interacting with and assessing the caller’s needs.
• Analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer, utilizing de-escalation skills when necessary.
• Additional duties, such as outbound calls and special projects to support the business needs.
• Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries.
• Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
• Resolves problems and communicates solutions or requested information to the customer.
• Adheres to the documented behavioral health processes when engaging in urgent/crisis situations and assisting business partners.
• Answers incoming member and provider calls to assist with reviewing member benefits, claims, authorization and completing provider searches, and connecting members with care.

Qualifications - External

• Previous experience in behavioral health, social work, or related fields is desired, but not required.
• Uses prescribed guidelines or policies to analyze and resolve problems. Receives a moderate level of guidance and direction from more senior-level roles.
• Has working knowledge and experience in own discipline.
• Continues to build knowledge of the organization, processes, and customers.
• 2 – 4 years of experience related to customer advocacy.
• Bachelor’s degree preferred or equivalent.
• Performs a range of mainly straightforward assignments.

Fully Remote:

This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. However, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania