Care Navigator
Care Navigator
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Job Description
Who are we
At 360 Behavioral Health we take pride in our long-standing commitment to providing exceptional care for individuals impacted by autism and other developmental delays. With over three decades of expertise we are one of the original and most established Applied Behavior Analysis (ABA)-based behavioral health services authorities.Today 360 Behavioral Health is one of the top ABA enhanced personal assistance and respite providers in the United States. The commitment dedication and approach to care that guided our founders when they opened their doors continues to guide all we do today. Our devotion to their philosophy landed us on the list for The 5 Best ABA Therapy Providers for 2023 and to us being labeled as a certified Best Place To Work!
What would this role do
As a Care Navigator with 360 Behavioral Health you report to the Supervisor of Care Navigation and Intake as part of the companys Operations team. Your focus is to ensure the company delivers an exceptional customer experience to all individuals initiating contact through a variety of avenues and for a variety of purposes across the entire 360 Behavioral Health organization. The key to your success is your ability to assess each individuals needs and resolve or refer the individual to other departments for follow-up or additional information.
What we offer (We like to get right to it!)
- Competitive compensation (we value transparency) $22.00-$24.00/ hourly
- Monday- Friday 9:00 AM- 6:00 PM- Remote
- Must be open to travel to Van Nuys HQ for training and meetings.
- Student loan repayment assistancefor eligible roles
- Bonus program(s)for eligible roles
- Career development and advancement opportunities
- Flexible scheduling
- Great and fun company culture
- Expansive Health Vision and Dental plans for our full-time partners
- 401(K) retirement savings program
- Mileage and phone reimbursement
- And so much more!
Role Responsibilities (Heres what it takes)
- Answer and triage live service inquiry and other calls that come into the corporate office main line - services corporate office main line front desk transfers corporate office main line Spanish mystery line and local office transfers during normal business hours; monitor and respond to service inquiry voicemail messages that come in after hours; track / monitor disposition of all calls to ensure effective follow up as appropriate.
- Receive and triage Consult Requests that come in through the company website; track / monitor disposition of all Requests to ensure effective follow up as appropriate.
- Answer and triage warm transfers that come in from the main call center during normal business hours; receive and triage messages that come in from the main call center after hours; track / monitor disposition of all calls to ensure effective follow up as appropriate maintain call log and notes for all call center calls.
- Receive and triage messages that come in through the teams direct inbox .
- Receive and triage messages that come in through the companys general email inbox at .
- Assist in adding potential clients to our waitlist and updating the waitlist when necessary.
- Triage and/or respond to referrals from various funding sources for 360 Behavioral Health and 360 Behavioral Health Support Services.
- Respond to Voicemails and emails sent by parents/caregivers or funding sources.
- Assist as appropriate and necessary with regular back-end audits of phone systems and protocols for all local offices and key departments engaged in customer service; help identify issues and issue resolution.
- Contribute as an active and enthusiastic member the Care Navigation team and continually monitor evaluate and make recommendations for enhancements to the care navigation process.
- Extensive knowledge of services available through 360 Behavioral health and 360 Behavioral Health Support Services.
- Participate in / contribute to the attainment of KPIs established for the department.
- Utilize data collection tools for reporting on tracking / monitoring of inquiries and/or other data relevant to the customer service process as well as for established KPIs.
- Ensure compliance with HIPAA and other relevant regulatory requirements.
- Assist with other projects or initiatives that support improvements in the customer experience.
NON ESSENTIAL FUNCTIONS AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
- Complete all duties and/or special projects assigned by leaders and/or the business.
- Assist with People Operations initiatives as assigned.
- Assist with administrative team duties as assigned.
- Ensure regulatory compliance with insurance protocols HIPPA and other federal state and local regulations.
- Participating in team meetings trainings and professional development opportunities.
- Providing support for any office needs if necessary to run the office more efficiently.
Must Haves (Yes we have needs!)
- High School Diploma or GED (minimum)
- Spanish bilingual preferred not required.
- Minimum of 1 year experience providing Customer Service
- Ability to work collaboratively with a multidisciplinary team.
- Excellent clinical and leadership skills.
- Fluency with all Microsoft Office programs.
- Self-motivated responsible honest articulate excellent time management skills and skills to work independently.
- Professional demeanor well-organized and attention to detail.
- Supervisory experience preferred.
Nice to haves (Very demure very mindful)
- Self-motivated responsible honest and articulate.
- Excellent organizational communications and time management skills.
- Customer service focus-with a professional demeanor boundaries and composure.
- Ability to politely interact with individuals and families from diverse backgrounds.
360 Behavioral Healthis an equal opportunity employer. If anyone is unable to fully access any portion of the 360 Behavioral Health on-line system we are committed to providing reasonable accommodations. Please contact us at for assistance.
EEO/Minorities/Females/Disabled/Veterans
Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability please send an e-mail toto let us know the nature of your more EEO information about applicant rightsclick here.
AmericansWith Disabilities Act
360 Behavioral Health does not discriminate on the basis of disability in its services programs or activities. Employment: 360 Behavioral Health does not discriminate based on disability in its hiring or employment practices and complies with the ADA title I employment regulations. Effective Communication: 360 Behavioral Health will upon request provide auxiliary aids and services leading to effective communication for people with disabilities including qualified sign language interpreters assistive listening devices documents in Braille and other ways of making communications accessible to people who have speech hearing or vision impairments. Modifications to Policies and Procedures: 360 Behavioral Health will make reasonable modifications to policies and procedures to ensure that people with disabilities have an equal opportunity to enjoy programs services and activities. For example people with service animals are welcomed in 360 Behavioral Health offices even where pets and other animals are prohibited. Requests: To request an auxiliary aid or service for effective communication or a modification of policies or procedures contact ADA Coordinator name and contact information as soon as possible preferably 30 days before the activity or event. For inquiries please contact us at
Employment Type
Full-Time
