Behavioral Health Care Navigator

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It's no wonder 98% of patients report being fully satisfied with Upward Health

Job Title & Role Description:

The Behavioral Health Care Navigator plays a key role in supporting the delivery of behavioral and mental health services by managing all aspects of patient scheduling and order coordination for assigned providers. As the primary point of contact for provider scheduling needs, this role ensures timely access to care, accurate follow-up, and smooth communication between patients and clinicians. This position is central to maintaining continuity of care, minimizing missed appointments, and reducing the administrative burden on clinical staff..

KEY RESPONSIBILITIES

• Monitor and manage provider-placed orders (e.g., therapy follow-ups, psychiatric medication follow-ups, referrals), ensuring appropriate action is taken and documentation is completed.
• Schedule, reschedule, and cancel patient appointments for assigned behavioral health and mental health providers, ensuring timely access and coordination.
• Monitor provider(s) calendars daily to ensure appropriate spacing, prioritization, and patient flow.
• Respond promptly to changes in provider availability and communicate updates to patients.
• Coordinate appointments for new patients and follow-up visits, ensuring all documentation is completed.
• Serve as the dedicated scheduling and coordination point for one or more behavioral health providers.
• Reach out to patients via phone and text to confirm appointments, discuss rescheduling needs, or follow up on no-shows.
• Provide clear, compassionate communication and ensure that all patient interactions support high satisfaction and engagement.
• Build strong working relationships with assigned clinicians and act as an extension of their daily workflow support team
• Document all interactions accurately and thoroughly in the EMR and CRM system

Skills Required:

• Strong organizational skills with the ability to manage multiple schedules and priorities
• Excellent interpersonal and communication skills, especially via phone and written communication
• High level of empathy and the ability to connect with patients experiencing behavioral or emotional challenges
• Comfortable with recognizing and appropriately escalating crisis situations in alignment with company protocols
• Detail-oriented with a commitment to accuracy in scheduling and documentation
• Comfortable working in a fast-paced virtual environment with multiple systems and technologies
• Professional, patient-centered demeanor with strong problem-solving skills
• Knowledge of behavioral health terminology and services preferred

Key Behaviors:

• Builds trusted relationships with assigned clinicians and supports seamless scheduling
• Communicates clearly and compassionately with patients
• Follows through on orders and appointments to ensure completion
• Adjusts quickly to changes in provider schedules and patient needs
• Prioritizes service excellence and patient engagement

Competencies:

• Scheduling Coordination: Manages all aspects of scheduling, rescheduling, and cancellation for BH/MH services
• EMR & CRM Proficiency: Accurately documents all interactions and updates in medical systems
• Patient Engagement: Ensures high-touch outreach and follow-up for patient appointments
• Team Collaboration: Partners closely with assigned providers as an extension of their support team
• Crisis Escalation: Recognizes when patients may be in crisis and follows escalation procedures
• Communication: Delivers clear and supportive communication to patients and clinicians

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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