At Blackbird Health our commitment is to provide precision care, with powerful outcomes for children, adolescents and young adults struggling with social developmental and school related challenges. We believe that our youth deserve the very best care, not only for their physical health, but also their mental health. Through an integrated community-centered care approach, our skilled clinical team delivers exceptional virtual and in-person care across a wide range of specialties. If you're excited to work for a mission driven company that values compassion, dedication and the holistic approach to care, Blackbird Health is a great place to advance your career.

The Care Navigator Clinical Lead serves as an expert on all aspects of Blackbird Health services and care model. As such, they are primarily responsible for engaging and supporting patients who have complex needs to ensure a high standard of customer experience as well as execute broader administrative functions that support patients engagement in evaluative and treatment services.

WHY WORK WITH US:

• Remote opportunity
• Comprehensive benefits package; medical and dental coverage is available day 1 of employment
• 401k(with a company match)
• Paid time off
• Employer paid life insurance coverage.
• Clinician-led leadership team
• Explore your career advancement potential by receiving opportunities to grow with tenure
• Supportive work culture
• Blackbird Health is made up of intelligent, humble, compassionate and hardworking people. Joining the ranks means you'll have an automatic network to turn to for best practices, professional development, and opportunities to share your expertise

ESSENTIAL FUNCTIONS:

Under Direction of the Care Navigator Manager:

• Support a positive patient care experience from the point of contact through to the completion of treatment services by ensuring patients complex clinical care questions are answered or navigated to the applicable provider

• Support Care Navigator with complex care navigation situations that may involve multiple provider or external providers

• Ensure adherence to best medical care practices and the Blackbird care model

• Reschedule canceled med management type appointments within 14 days or less of originally scheduled appointment

• Coordinate with the Nursing Team to alert of patient care scheduling needs that deviate from the 14 day best practice time window.

• Coordinate with Nursing team on complex records requests

• Communicate and deliver provider requests for updated evaluations, labs, or assessments

• Navigate scheduling concerns such as conflicting same day appointments, double booking, or other scheduling errors negatively impacting patient care

• Schedule time-based care appointments such as progress monitoring appointments and annual psychological evaluations

• Triage returning patient requests based on urgency and timeline from last visit. Responsible for ensuring patient eligibility, compliance, and care coordination:

• Verify patient insurance and payment method to ensure patient has active coverage and no outstanding balance.

• Check attendance policy compliance by confirming the patient has not been discharged in the last 3 months due to attendance violations.

• Schedule overdue annual psychiatric evaluations as needed.

• Manage re-entry process for new patients and patients absent from care 3+ years.

• Work closely with RN to coordinate/refer patients for HLOC/step-down navigation as needed.

• Download documents from required sites to gather patient information to be shared with the care team/providers (Mindprint, BASC, etc

• Adhere to confidentiality and data protection standards, including HIPAA regulations, to ensure patient privacy and secure handling of sensitive information.

• Support Managers in training initiatives for all new care navigator onboarding

• Attend team meetings to support organizational success and participate in ongoing training required by organization to ensure high quality services are delivered

• Able to independently problem solve and organize time to consistently achieve productivity and quality standards for role

• Use new technologies as directed by leadership (e.g., Luma platform, new EHR)

• You may be assigned other duties as needed

REQUIREMENTS:

• Certified Medical Assistant or degree in Healthcare Administration or related field

• Minimum 2 years of experience working in a medical office or healthcare setting

• Experience in mental or behavioral health preferred

• Minimum 1 year experience in a team lead or other leadership role

• Telephonic outreach experience

• Customer service experience required

• Computer skills; Windows, Microsoft, Excel, Google docs, Google Meet

• Experience working in an electronic health record or patient engagement platform required

• Passion for helping others

• Works efficiently, and is able to maintain the daily/monthly volume of work consistently

• Ability to connect with and engage people from diverse backgrounds, experiences, cultures

• Genuine, empathic, listening skills

• Eagerness to work in an environment that values ongoing learning and growth

• Excellent time management, strong self-organization, confidence, and independence

• Excitement to work in a growing, mission driven organization

KNOWLEDGE AND SKILLS:

• Exceptional customer service skills.

• Outstanding communication skills and ability to collaborate effectively with patients and colleagues.

• Computer Skills – Must be PC literate with proficiency typing, navigating email, calendaring and word processing.

• Interpersonal/Communication Skills - Must be able to read, write and speak fluently and effectively in English.

• Quality and Efficiency of Work – Accurately completes assigned work within the timeline designated, while making efficient use of the organization’s resources.

• Professionalism – Upholds client confidentiality and maintains professional boundaries, demeanor, dress and interaction with clients, family members, visitors and co-workers. The employee strives to provide outstanding customer service and promote a positive reputation for the organization.

• Employee Partnership – Maintains collaborative peer relationships and demonstrates courtesy and respect of others. The employee acts as a role model by displaying enthusiasm, positive problem solving and commitment to help both co-workers and the organization reach its goals.

• Ethical and Legal Compliance - Performs all duties to the highest ethical standard and complies with all organizational policies regarding ethical business practices and standards of patient care. The employee complies with all standards established by agencies accrediting the organization

This a fully remote position

FOSTERING AN INCLUSIVE ENVIRONMENT:

Blackbird is committed to cultivating and preserving a culture of inclusion and belonging. We are able to grow and learn better together with a diverse team of employees. In recruiting for our team, we welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs. Blackbird provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type.