Care Navigator

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 company’s 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 individual’s needs and resolve or refer the individual to other departments for follow-up or additional information.

Role Responsibilities

• 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 team’s direct inbox carenavigation@360bhmail.com.
• Receive and triage messages that come in through the company’s general email inbox at info@360bhmail.com.
• 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

• 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.

What we offer

• Competitive compensation (we value transparency) $22.00-$24.00/ hourly
  • Monday- Friday 9:30 AM- 6:30PM- Remote
  • Must be open to travel to Van Nuys HQ for training and meetings
  • Student loan repayment assistance for 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! 

360 Behavioral Health is 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 855-360-4437 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 to benefits360hr@360bhmail.com to let us know the nature of your request.  For more EEO information about applicant rights click here. 

 Americans With 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 benefits360hr@360bhmail.com 

Salary : $22 - $24