BH Care Coordinator

The Behavioral Health (BH) Care Coordinator is a key member of the Behavioral Health Clinical Support (BHCS) team. This role is responsible for conducting telephonic outreach, completing screenings, and coordinating behavioral health and community-based services for identified members. The position supports both members and providers across various service areas and lines of business by facilitating access to appropriate treatment and promoting continuity of care.

The BH Care Coordinator works collaboratively with clinical staff and internal departments to ensure members receive timely behavioral health services. Core responsibilities include triaging referrals, supporting care transitions, conducting post-discharge follow-up calls and screenings, and responding to member inquiries related to behavioral health and substance use disorder treatment and community resources.

Responsibilities rotate based on departmental needs.

• Conduct telephonic outreach using motivational interviewing to engage members in care coordination.

• Educate members on behavioral health conditions, treatment options, and how to navigate resources within the healthcare system.

• Maintain up-to-date knowledge of community-based resources to ensure appropriate referrals based on member needs.

• Coordinate behavioral health and substance use disorder treatment and advocate for members throughout the care process.

• Receive and triage referrals from toll-free lines, email, and Population Health Management Platform; route to appropriate BH programs.

• Receive and manage calls transferred from internal departments regarding members with behavioral health needs.

• Conduct telephonic screenings, arrange wellness visits, and deliver appointment and preventive-care reminders when appropriate.

• Perform post-discharge outreach and complete behavioral health transition-of-care screenings.

• Serve as a liaison between members, providers, internal departments, and external partners to support timely access to services.

• Maintain accurate and timely documentation in the medical management information system (e.g., Jiva) in compliance with policies, contracts, and accreditation requirements.

• Support operational efficiency by prioritizing tasks, following workflows and SOPs, and triaging assigned work.

• Provide administrative support to the BH Case Management team and, when needed, the BH Utilization Management team.

• Participate in process improvement by identifying opportunities to enhance workflows and administrative activities.

• Perform additional duties as assigned by leadership.

• Reports to the Supervisor of Behavioral Health Clinical Support.

• Receives weekly and ad-hoc supervision.

• High School Diploma with significant experience coordinating behavioral health services or

• Associates degree in healthcare or a related field required or

• Bachelors degree in psychology, social work, or related field preferred

• Experience in a high-volume call center, healthcare office administration, or data entry environment required

• Customer service/call center experience

• Experience working with Medicaid populations

• Experience coordinating behavioral health and substance use disorder services

• Bilingual or multilingual abilities

• Strong motivational interviewing and engagement skills

• Excellent oral and written communication skills

• High attention to detail and accuracy

• Ability to work both independently and collaboratively

• Ability to prioritize and manage multiple tasks in a fast-paced environment

• Strong organizational and time-management skills

• Proficiency with Microsoft Office (Teams, Outlook, Word, Excel, PowerPoint)

• Knowledge of medical and behavioral health terminology strongly preferred

Rotating shifts:

• 8:00 AM 4:30 PM

• 8:30 AM 5:00 PM

• 9:30 AM 6:00 PM

Strong preference for candidates located in Massachusetts (MA) or New HampClient (NH).

Acceptable candidate locations are limited to the following U.S. states:

Alabama, Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New HampClient, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin.