Navigator, Behavioral Health

About the Role

The Navigator serves as a crucial link for Behavioral Health (BH) services within the CHC clinical network. This role focuses on connecting patients to BH services and improving access to timely patient care. The Navigator supports BH clinicians by performing case management, care coordination, and referral linkage.

Key Responsibilities

• Ensure behavioral health charts are complete and accurate, verifying insurance, payer status, physical address, and emergency contact information.
• Assist patients with form completion, demonstrating professionalism, diplomacy, and advocacy for cultural, linguistic, and diversity needs.
• Inform patients about available CHC network services and programs, making appropriate referrals.
• Provide quality customer service using AIDET Standards.
• Answer telephones courteously and professionally.
• Manage a high volume of patients and customers, adapting to frequent changes and unexpected events.
• Prepare BH medical records according to established protocols.
• Schedule patients per protocol and triage medical/medication management calls to nursing staff or the Psychiatric Nurse Coordinator.
• Confirm BH clinician appointments within 24 hours.
• Process referrals from primary care providers to connect patients with BH services.
• Participate in service coordination activities to enhance patient care continuity and effectiveness.
• Provide clerical and case management support to BH clinicians, including scheduling, screenings, and maintenance calls.
• Assist patients in navigating the mental health system and linking them to appropriate county agencies and community resources.
• Document all service contacts, including interviews, collateral and networking contacts, and correspondence, maintaining case records.
• Assist with support groups, psycho-educational groups, community outreach, and health fairs.
• Support clinic staff in de-escalating patient behavioral health issues, with guidance from BH clinicians.
• May assist the primary care team with clerical duties as needed.
• Meet regularly with the Director of Behavioral Health, Psychiatry Nurse Coordinator, and Health Center Manager for professional growth and care coordination review.
• Act as a liaison with community and external agencies for high-risk behavioral health patients.
• Attend required trainings and staff meetings.
• Understand the scope of services within the CHC clinical network.
• Adhere to safety policies, including infection control and BH Department procedures.
• Maintain confidentiality of patient, employee, and corporation information.
• Demonstrate knowledge and skills for providing care appropriate to the age of patients served.
• Demonstrate knowledge of domestic violence and child/dependent abuse protocols.
• Exhibit cultural sensitivity and competence.
• Adhere to HIPAA regulations.

Requirements & Tech Stack

• Self-management strategies
• Communication skills
• Organization skills
• Attention to detail
• Proficiency in word processing, spreadsheets, email, and keyboarding.
• Microsoft Office and Google Suite skills.
• Working knowledge of EHR is preferred.
• Possession of a current, valid, unrestricted California Driver's License (Class C).
• Willingness to have a flexible work schedule that may include evenings/weekends and travel.
• Ability to work in a fast-paced environment.

Qualifications

• High school diploma or GED equivalent.
• Associate's degree in Human Services, Addiction Studies, Psychology, or related field OR minimum five (5) years of progressive front office medical and/or behavioral health experience.
• Ability to read, analyze, and interpret documents.
• Ability to respond effectively to sensitive inquiries or complaints.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups.
• Ability to calculate figures and amounts.
• Ability to apply sound judgment and follow instructions.
• Ability to make appropriate job decisions.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret technical instructions and deal with abstract and concrete variables.
• Ability to provide care appropriate to the age of patients served.
• Knowledge of domestic violence, child and dependent abuse protocols.
• Cultural sensitivity and competence with patients.

Bilingual (English and another language) reading, speaking, and writing ability is preferred, not required.