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Become a part of our caring community and help us put health first

The BH Care Coach (Crisis Service Care Coordinator) is a pivotal position serving members who access high-intensity services such as Mobile Crisis Response, Community Stabilization, 23-Hour Crisis Services, and Residential Crisis Service Units, or may have high emergency department (ED) utilization. This role is established to address the cycle of repeated utilization of costly crisis interventions by connecting individuals to appropriate follow-up services and community resources, supporting their transition to lower levels of care, and promoting stability within the community. The Crisis Care Coordinator collaborates extensively with providers, members, and collateral contacts, and supports discharge planning and referral processes.

Position Responsibilities:

+ Provide timely telephonic outreach and active care coordination to members receiving Mobile Crisis Response, Community Stabilization, 23-Hour Crisis Services, and Residential Crisis Service Unit, or those who have high ED utilization.

+ Ensure seamless transitions between levels of care, including step-downs from higher-intensity services and diversions from unnecessary inpatient admission.

+ Engage natural supports and coordinate with community resources to address member needs and promote stabilization.

+ Work collaboratively with provider agencies to verify transition appointments, support medication management needs, and facilitate warm handoffs to specialized programs.

+ Assists in identifying recovery goals to help health plan members realize improved personal health outcomes through shared decision making and health literacy/education activities.

+ Assess barriers to engagement, including noncompliance or lack of connection with lower levels of care, and support members through motivational interventions and advocacy.

+ Participate in discharge planning with providers, members, and their support systems to ensure appropriate aftercare and reduce recidivism in crisis service utilization.

+ Document all activities, appointments, and member contacts in the Care Management System in compliance with HIPAA regulations.

+ Establish and maintain strong partnerships with community and advocacy organizations, including NAMI, Mental Health American Chapters, community-based, and peer run organizations.

+ Communicate regularly with internal utilization management (UM) teams to address gaps in care and ensure authorizations for needed services.

+ Participate in team meetings and rounds to review member and provider trends, collaborate on solutions, and maintain up-to-date knowledge of community resources and gold-star providers for step-down services.

+ Building and leveraging working relationships with providers and community programs to support member’s stability in the community

Use your skills to make an impact

Required Qualifications

+ Bachelor’s degree in mental health, human services, or related field.

+ Minimum one year of experience working with individuals with SMI/SUD/SDOH needs, preferably in a crisis or care coordination setting.

+ Demonstrated knowledge of crisis service modalities, including Mobile Crisis Response, Community Stabilization, 23-Hour Crisis Services, and Residential Crisis Service Units.

+ Strong communication, advocacy, and collaboration skills.

+ Experience with electronic health record documentation and data management platforms.

+ Ability to work independently and as part of an interdisciplinary team.

+ While this position is primarily telephonic, (up to 90%), some in-person engagement with members may be required to support the members in the community or attend community events to build partnerships with providers and community resources

Preferred Qualifications

+ Bilingual preferred (Spanish, Arabic, Vietnamese or other)

+ Experiences in providing crisis services in the community

Additional Information

+ **Workstyle:** This is a remote position

+ **Workdays and Hours:** Monday – Friday; 8:00am – 5:00pm Eastern Standard Time (EST).

+ **Language Assessment Statement:** Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

WAH Internet Statement

+ To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

+ At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

+ Satellite, cellular and microwave connection can be used only if approved by leadership.

+ Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

+ Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Interview Format

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$53,700 - $72,600 per year

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.