Crisis Intervention Specialist (Contract)

Job Posting: JP00043325

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading.

We are looking for contract workers (via BCforward) who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?

This is for a 24/7/365 call center environment. This role is responsible for assessing individuals who are in crisis, providing in the moment brief support, and applying an appropriate intervention that meets the needs of the member while ensuring their safety. This position will be primarily remote and will be heavily based in technology including but not limited to, computer, web applications. Responsible for managing incoming calls, including triage, opening of cases and authorizing sessions. Supporting a Crisis Hotline for Beacon.

Primary duties may include, but are not limited to:

• Verifies benefits and/or eligibility information.
• Responds to telephone and written inquiries from clients, providers and in-house departments.
• Obtains intake (demographic) information from caller.
• Managing incoming calls or incoming post services claims work.
• Conducts clinical screening process.
• Conducts a thorough radius search in Provider Finder and follows up with provider on referrals given.
• Determines contract and benefit eligibility; provides authorization for inpatient admission, outpatient precertification, prior authorization, and post service requests.
• May act as liaison between Medical Management and internal departments.
• Processes incoming requests, collection of information needed for review from providers, utilizing scripts to screen basic and complex requests for precertification and/or prior authorization.
• Refers cases requiring clinical review to a nurse reviewer; and handles referrals for specialty care.

Requirements:

• Customer service skills
• Bachelor's degree
• Requires HS diploma or equivalent; 2 years customer service experience in healthcare related setting and medical terminology training; or any combination of education and experience, which would provide an equivalent background.
• Experience working on a text/chat platform completing assessments preferred
• De-escalation skills
• Motivational interviewing or similar skills
• Strong oral, written and interpersonal communication skills
• Mental Health Assessment experience preferred
• Problem-solving skills
• Crisis line or mental healthcare experience preferred

Additional Details:

• Work from home/ remote. Temp to possible Hire
• Work schedule: Tuesday - Saturday,4am-12:30pm
• Experience with mental health crisis and or assessment needed, ability to engage, build rapport with individuals reaching out for help in a crisis, and to de-escalate crisis and provide support.
• This is a position supports the 988 Text/Chat back-up team, working will people from all over the country.
• High quality customer service must be able to type comfortably, at ease with technology.
• Training is M-F, 10a-6:30p, regardless of hired shift, and training must be attended in its entirety. Training for this program is approximately 2 weeks.

BCforward is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.

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