Behavioral Intake Counselor

Overview

Optum is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Behavioral Intake Counselor (BIC) is a master’s level clinical position for the County of San Diego's 24/7 Access and Crisis Line (ACL) which provides free, confidential access to behavioral health services and crisis intervention for the 3.3 million San Diegans.

As the clinical work is done strictly on the telephone and computer (chat), this position requires a unique set of clinical skills. Clinicians need to rely on their graduate education in psychology/sociology or related field, formal clinical training, and experience to exercise discretion and clinical judgment when providing access to behavioral health services and crisis work. Clinicians need to quickly triage calls/chats in the queue to ensure safety and meet contractual performance standards.

This is a fast paced, clinically heavy position; it is time sensitive and integral to the success of the entire operations.

Behavioral Health Access - Mental Health & Substance Use Disorder Treatment Services within the system of care. ACL clinician needs to quickly establish an emotional connection with the individual seeking help, identify their need(s), conduct a behavioral health screening including an adapted ASAM screening, recognize and follow up on risk factors, and help provide linkage to the most appropriate type and level of care based on the screenings and caller preferences.

Crisis Work - Mental or Emotional Distress;
Intimate Partner Abuse;
Child/Elder Abuse;
Suicide prevention, intervention and postvention. This service meets National Suicide Prevention Lifeline (NSPL) standards for risk assessment and engagement of individuals at imminent risk of suicide. ACL clinicians establish a therapeutic alliance, de-escalate using brief solution focused therapy, motivational interviewing and ASIST to ensure safety, and collaborate on next steps and treatment options.

This position is part of a union-represented bargaining unit and is subject to the applicable bargaining agreement (CBA).

Schedule: Friday - Monday, 3:30am - 2pm PST

Location: Remote Nationwide

You will enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Uphold and model Our Cultural Values
• Adhere to all applicable laws and ethics and Optum/UHG organizational policies (HIPAA, Exceptions to confidentiality, Reporting Abuse, Duty to Warn etc.)
• Answer calls/chats/texts within standard service levels
• Apply sound clinical judgement and consult with fellow clinical professionals when indicated
• Triage calls/chats/texts based on presenting mental health and/or substance use disorder symptoms
• Conduct appropriate behavioral health screenings, including suicide, homicide (when indicated) and adapted ASAM
• Provide customized, behavioral health referrals
• Conduct crisis work and ensure safety
• Document all interaction in a succinct, clinical manner in the designated database; documentation must adhere to DHCS requirements
• Access and enter accurate relevant clinical information into Medi-Cal beneficiary electronic health record (EHR)
• Meet or exceed individualized performance goals or metrics as determined by leadership
• Participate in the monthly self and peer monitoring process
• Complete mandatory ongoing continuing education and cultural training
• Problem solves technical issues
• Ability to work in fast paced environments and be adaptable to change
• Elevate operational issues/concerns to supervisor or manager
• Adapt to changes and maintain flexibility as processes and policies are implemented to ensure compliance and quality standards

You'll be…