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Mental Health Case Manager

Collabera • Eden Prairie, MN

Posted 23 days ago

Job Snapshot

Travel - None
Experience - 1 to 5 years
Degree - 4 Year Degree
$17.00 - $18.00/Hour
Healthcare - Health Services
Health Care

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Job Description


·         Advocates are in a call center environment and serve as the first point of contact by answering inbound calls from customers. Our customers are calling in regards to their Employee Assistance Program/Behavioral Health, Substance Abuse benefits, or claims inquires

·         Responsibilities include but are not limited to:

·         1. Multi-tasking; listening, typing, taking notes, maneuvering through different systems we utilize, paying attention to the queue, etc.

·         2. Registering customers in the intake system, opening case files for documenting

·         3. Ability to deescalate callers and being able to appropriately address sensitive issues with callers.

·         4. Assisting customers with requests for services, verifying eligibility for the requested service, and addressing other issues complex in nature.

·         5. Educating customers with respect to parameters of services and benefits design.

·         6. Providing customers with names and phone numbers of nearest clinicians according to contract, clinical specialty, and/or geographic need.

·         7. Writing authorizations for the appropriate level of care to insure claims are paid correctly.

·         8. Provide timely follow-up calls to customers as needed.

·         9. Demonstrate an awareness and understanding of the responsibilities and workflows of the various departments within the business unit, other areas within and matrix partners.

·         10. Participating in staff meetings and in-service seminars.

·         11. Completing additional tasks and projects as assigned.

·         12. Monitoring and following daily schedule as assigned.

·         13. Consistently is ready to take callsatthe start of their shift and manages their daily

·         Scheduled as assigned by the resource planning team.                   

·         14. Responsible for meeting Quality Score of 92% or greater each month

Job Requirements


·         Independent problem solving

·         Time management

·         Team work

·         Interpersonal skills

·         Experience in a health related field required.

·         Proficient typing skills and the ability to toggle between multiple computer applications.

·         Ability to maintain professional and positive interactions with customers and internal matrix partners.

·         Ability to take on additional tasks as assigned and remains productive and supportive to the team and the incoming call volume.

·         Independent problem solving skills within a team setting.

·         Customer service experience strongly preferred.



·         Experience level: 2-4 years.

·         Bachelor’s degree in mental health field or psychology/social work related field required.

·         Master’s degree in mental health field or psychology/social work related field preferred (special note: this educational level may be required by some CBH customers as designated specifically within their contracted services)

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