Behavioral Health Coordinator

 JOB DESCRIPTION

POSITION TITLE:

Behavioral Health Coordinator

POSITION SUMMARY:

The Behavioral Health Coordinator provides administrative and operational support to the Health Center's Behavioral Health Department. Working closely with behavioral health providers, primary care teams, and department leadership, this position coordinates provider in-baskets, medication refill workflows, referrals, prior authorizations, scheduling support, and care coordination to improve provider efficiency and patient access. The Behavioral Health Coordinator also supports department administration, data reporting, quality improvement, and workflow implementation.

REPORTS TO:

Behavioral Health Director

FLSA STATUS:

Non-exempt

PRIMARY RESPONSIBILITIES

1. Support Behavioral Health Clinical Operations

• Serves as the primary administrative support resource for the Behavioral Health Department, coordinating non-clinical workflows that improve provider efficiency and patient access.
• Manages provider in-baskets by triaging patient messages according to established protocols.
• Processes medication refill requests and routes those requiring clinical review to the appropriate provider.
• Coordinates behavioral health referrals, ensuring timely review, processing, and follow-up.
• Supports behavioral health scheduling workflows as assigned.
• Monitors provider schedules and collaborates with Practice Managers to optimize access and reduce no-show rates.
• Coordinates laboratory testing, referrals, and other follow-up services ordered by behavioral health providers.
• Documents patient communications and care coordination activities in the electronic health record.
• Monitors assigned work queues and routes urgent patient concerns to the appropriate clinician in accordance with established protocols.
• Coordinates prior authorizations, reauthorizations, and other payer requirements for behavioral health services, collaborating with providers, patients, and insurers to facilitate timely access to care.
• Supports clinicians in completing administrative requirements for MassHealth and other payer programs, including management of Virtual Gateway access, CANS-related workflows, and required documentation.

2. Coordinate Behavioral Health Department Activities

• Supports the day-to-day operations of the Behavioral Health Department.
• Maintains departmental forms, patient education materials, workflows, and department resources.
• Assists with data collection, grant reporting, and preparation of operational and quality reports.
• Supports implementation of new departmental workflows, administrative processes, and operational initiatives.
• Performs other administrative and operational duties in support of the Behavioral Health Department as assigned.

3. Support Care Coordination

• Coordinates care among behavioral health providers, primary care teams, community agencies, pharmacies, and hospitals.
• Facilitates communication between providers and interdisciplinary care teams.
• Assists patients in navigating behavioral health services and coordinating follow-up care, including transitions following hospitalization or emergency department visits.
• Obtains outside medical and behavioral health records as needed.

4. Support Quality Improvement

• Participates in quality improvement initiatives to enhance patient access, operational efficiency, and patient experience.
• Assists with development and implementation of departmental workflows and standard operating procedures.
• Supports collection and reporting of quality metrics and compliance with organizational, payer, grant, and regulatory requirements.

5. Communicate Effectively Across Teams

• Communicates effectively with patients, families, providers, and interdisciplinary team members.
• Shares pertinent information in a timely manner to promote coordinated, patient-centered care.
• Participates in department meetings and quality improvement activities.
• Demonstrates professionalism, teamwork, and respect in all interactions.

REQUIRED SKILLS, EDUCATION & EXPERIENCE

Education

Associate's degree in psychology, behavioral sciences, public health, health sciences, medical assisting, human services, social work, or a related field preferred. Equivalent education and experience will be considered.

Proficiency in written and spoken English required. Bilingual candidates are encouraged to apply.

Experience

• Two years of experience in a healthcare support role (e.g., Medical Assistant, Behavioral Health Assistant, Care Coordinator, or Patient Service Representative) preferred.
• Experience supporting behavioral health or integrated primary care teams preferred.
• Experience with referral management, scheduling, provider in-basket management, care coordination, and electronic health records (Epic preferred).

Skills

• Knowledge of behavioral health and integrated care principles.
• Strong organizational, customer service, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to manage a high-volume electronic in-basket with attention to detail.
• Experience working with MassHealth, commercial insurance authorization processes, or behavioral health payer requirements preferred.
• Knowledge of medical and behavioral health terminology.
• Proficiency with Microsoft Office and electronic health records.
• Ability to maintain confidentiality and comply with HIPAA and 42 CFR Part 2 requirements.
• Ability to work independently and collaboratively within an interdisciplinary team.

Physical Demands: 

The physical demands described here are representative of those required to perform the essential functions of this position, with or without reasonable accommodation. Duties may require standing, walking, sitting, use of hands and arms, climbing stairs, bending, kneeling, crouching, and lifting up to 25 pounds. Vision requirements include close, distance, color, peripheral, depth perception, and focus adjustment.

Working Conditions:

This position may require travel between health center locations and exposure to typical weather conditions. Duties may involve exposure to blood, body fluids, or tissues consistent with an outpatient healthcare environment.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

CHCFC is an Equal Opportunity Employer and does not discriminate on the basis of any protected status under federal or state law. CHCFC is committed to fostering a diverse and inclusive workplace.

DISCLAIMER

This job description reflects the general nature and level of work performed and is not intended to be an exhaustive list. It does not constitute an employment contract. Duties and responsibilities may be modified based on organizational needs.