Mindoula Health

Lead and coach a team of Care Extenders to deliver personalized case management and achieve clinical, operational, and financial outcomes in a remote interpersonal violence reduction program. | Active or eligible QMHP license in specified states, master's degree in behavioral health or related field, experience leading teams and programs, and preferably health coaching or medical social work experience. | The Program Manager will lead a team of Care Extenders in Mindoula's Interpersonal Violence Reduction Program, serving members, and delivering outcomes to our health plan partners. Their team of Care Extenders empower members to actively participate in improving their own health and wellness through personalized case management that targets each member’s specific needs. An innovative Program Manager seeks creative solutions to support Care Extenders and program goals, leading the team toward the desired operational, clinical and financial outcomes. As the leader of a community-based team, they model a hands-on approach, empowering the team to meet members where they are and tapping into the wide range of local resources to deliver whole-person care. Location and Hours... 100% Remote in the United States. Hours: Monday-Friday 8am to 6pm What you'll do... Act as a player/coach, working alongside Care Extenders to build their skills in everyday situations and to directly support members in more challenging situations or as needs arise, such as: Create service plans using all available information about the member, including screenings, conversations, data, and knowledge of community resources. Guide members in developing skills and/or strategies for managing problems and triggers to increase relapse prevention and reduce risk. Encourage members to develop work skills and to participate in social, recreational, or other therapeutic activities that enhance interpersonal skills and develop social relationships. Educate members about mental or physical illness, abuse, violence prevention, medication, and available community and social resources. Monitor, evaluate, and record members’ progress according to measurable goals described in members’ plans. Build accountability communications about upcoming appointments. Interact continuously with members, families, physicians (s), and other providers utilizing clinical knowledge and expertise to lower over-utilization of unnecessary resources. Request consultation and diagnostic reports from network specialists as needed to support members in reaching their goals. Report critical incidents and information regarding the quality-of-care issues. Build communication strategies to ensure the team is engaging and building relationships with the member cohort in order to support members in reaching their goals. Assess members for risk, make quick evaluations for risk, and respond within the parameters outlined within their safety plan, formulating and performing crisis intervention that ensures the safety of members as necessary to support the Care Extender team. Develop and coordinate the development of community resource guides with an emphasis on medical health, behavioral health, violence prevention, and social services. Identify Member’s behavioral health diagnoses and ensure that the Member’s service plan is comprehensive and appropriate for the Member’s needs. Lead our Care Extender team to ensure member needs are assessed adequately and that all members have an appropriate care plan and are making consistent progress toward their goals and graduation from the program. Coordinate caseloads and assist in referring new members to appropriate Care Extenders. Ensure the team’s schedules meet program needs. Participate in the screening, interviewing, and hiring of new team members. Provide orientation and training for new team members, conduct performance reviews, and continuously coach the team to build skills and improve performance. Lead enrollment activities as needed to build a new market or maintain the current cohort, depending on where the program is in its lifecycle. Ensure the team meets all Key Performance Indicators, coaching and training the team as necessary to keep the team on track to meet/exceed expectations and deliver outcomes for individual members and health plan partners. Perform regular documentation reviews to ensure quality and for training purposes. Analyze team performance to identify gaps and challenges and create plans to improve performance as needed. Collect and synthesize data that highlights member outcomes to support team training, improve high-quality engagement, deepen internal understanding across markets, strengthen relationships with our partners, and enable us to continually drive toward results. Lead regular internal case review sessions, with individuals and with the team, for quality and training purposes. Participate in external case management meetings with health plan partners as needed. Perform required duties to maintain all program-related and administrative data/reports, statistical records, and other data collection activities. Partner with the billing team to review prepared claims to ensure they accurately reflect services provided and provide additional information as needed. What you'll need... A Qualified Mental Health Professional (QMHP) holding one of the following licenses: Licensed Clinical Social Worker (LCSW) Clinical Professional Counselor (CPC) or Licensed Professional Counselor (LPC) Licensed Marriage and Family Therapist (LMFT) Licensed Psychologist (PhD or PsyD), or equivalent Licensure needs to be active or able to be added in one of the following states where this program is active: Indiana, Louisiana, Nevada, Tennessee, Texas, or Florida. Experience leading, building and implementing programs and delivering outcomes. Strong experience leading a team. Experience with Health Coaching or Medical Social Work preferred. Master's degree in behavioral health, social work or health care management from an accredited university required.

The Lead Outreach and Enrollment Coordinator is responsible for enrolling members into Mindoula’s Population Health programs and providing oversight and support to the enrollment team. This role includes managing outreach campaigns, coaching team members, and ensuring high-quality documentation and performance metrics are met. | Candidates should have at least three years of experience in sales, outreach, or enrollment campaigns, preferably in a behavioral health or healthcare environment. Proficiency in Microsoft Office and Google Suite, along with strong communication and customer service skills, is essential. | We are seeking a Lead Outreach and Enrollment Coordinator that has top-notch communication and customer service skills, and exceedingly pleasant phone and in-person manner, the ability to work as part of a team as well as independently, and a high degree of professionalism. The primary role of the LOEC is to enroll members into one of Mindoula’s Population Health programs within the area of greatest need across all markets including Louisiana, Missouri, Nevada, and new markets. The LOEC demonstrates a high degree of comfort when speaking to young adults, seniors, and adults with behavioral health and medical needs. The ideal candidate will have experience with high-volume telephonic, outreach campaigns, telemarketing, sales, and other general enrollment activities. The candidate will also be extremely organized, self-motivated, and at ease with a variety of computer programs including electronic health records and Google’s suite of products. Location: 100% Remote Schedule: (in your local time zone) Weekends (Sat & Sun) 9:00am - 5:30pm required. Weekdays 11:00am - 7:30pm. Two weekdays off (days can vary) Managerial Responsibilities: Collaborate with Program Directors during enrollment campaigns for new program launches. Act as a player/coach for a team of OECs. Triage team requests and inquiries by serving as the first point of contact for resources and inquiries from the team. Responds to team questions in accordance with Mindoula operational guidelines, policies, procedures, and best practices at the forefront of decision-making; determine when and if escalation to PM or PD is necessary. Provide oversight, coaching, and support to the member enrollment team during large-scale member enrollment projects associated with new program launches. Participate in the onboarding, and act as a resource and mentor for new and existing employees. Manage a team of Outreach and Enrollment Coordinators (OEC’s), including participation in hiring, firing, and team development over time, during enrollment campaigns for new program launches and special projects. Identify opportunities for improvement while working, individually or collaboratively, with new or existing team members, and provide pertinent feedback to management to assist in developing workforce capacity. Managing Key Metrics including: Valid Referral to Intake conversion rate (e.g., % of valid referrals that complete an intake) OEC conversion rate; Practice and account conversion rate; OEC daily call log; The weekly referral tracking sheet, ensuring all data is accurate for reporting. Develop analysis of individual and team performance at each step of the process and creative solutions for overcoming challenges to increase success Complete staff training and key performance indicators and engage, in collaboration with managers and directors, in ongoing performance management and coaching with OEC’s; document performance concerns; ensure performance issues, conduct, and ethical issues are addressed and resolved in a timely manner; follow through with disciplinary actions as necessary. Monitor and meet all operational targets for areas within the span of control and make appropriate recommendations for operational changes. Organize and lead the OEC team for special projects, across markets, as needed, on enrollment or other priorities. Lead Outreach and Enrollment team meetings during new program launches to ensure all efforts to enroll pending members are meeting quality standards and enrollment target milestones. Audit case notes to ensure high-quality documentation that enables the members to receive the full array of enrollment screenings. General Responsibilities: Maintaining established census for the local program they are associated with Demonstrate accountability for the Specialty Population Health Management outreach and enrollment process from referral receipt (pending) to successfully completed enrollment (to active). This includes both the administrative (insurance verification, inputting data to MMR, etc.) and outreach and engagement portions of the workflow During outreach, provide appropriate education and answer questions about Mindoula’s Interpersonal Violence Reduction Program, Specialty Population Health Management Program, and other Mindoula programs and service offerings as needed. Complete initial member screenings to determine enrollment eligibility as necessary Following the agreement of enrollment, completion of a warm hand-off to the assigned Care Extender if possible, and if not, scheduling an initial call/appointment for completion of enrollment. Support enrolled members and team members by completing resource development and outreach in support of members served. Assist with coordination and participation in community engagement events. Produce high-quality documentation that enables the members to receive the best treatment possible. Prepare and maintain all required records, reports, paperwork, and members’ diagnostic records, maintaining the confidentiality of members at all times. Accurately complete all case notes in a professional and timely manner. Enter data into multiple locations in a timely manner without error. Uphold professional standards as a representative of Mindoula Health Improve our program and work environment through constructive feedback and show each member respect and compassion without crossing therapeutic boundaries, infringing on ethical standards, or being drawn into unethical situations. Work as part of the team; promote teamwork and unity. Use clear and accurate communication skills (both verbal and written) to communicate with members over the phone and through email. Respond positively to supervision and to recommendations for improved performance. Relate to members in a non-threatening manner that is pleasant, personal, and meaningful. Support outreach and engagement efforts in IVRP, MPMP, SPP, and CCP as necessary and requested. Perform other tasks as they arise. Education & Work Experience: Three years of experience working on, leading or participating in sales, outreach, engagement and/or enrollment campaigns preferred Three years of experience in the behavioral health field and/or healthcare environment is preferred or a combination of experience, and education which provides the candidate with the requisite qualifications. Three years of experience in a high-volume call center position. Experience working with high-risk, complex adults is preferred Customer service experience is required Crisis Intervention Training / Crisis Training preferred Proficient in Microsoft Word, Google Suite (calendar, docs, sheets, slides, etc.), and Excel Strong data entry experience Work experience with an EHR Experience with health information management/data