Behavioral Health Client Liaison

Job Summary:

Behavioral Health Subject Matter Expert accountable for developing a strategic approach to BH management at the market and account level by establishing relationships with key accounts (C-suite on down) in support of internal customer needs (CBU). Charged with delivering results that demonstrate value to the customer derived from identifying, demonstrating and supporting sales of behavioral health care and cost solutions as well as client retention activities. In depth knowledge of local and national challenges and solutions associated with BH. Accountable for ensuring contract compliance, developing and executing strategic plans in partnership with business units, leading cross functional teams in support of achieving client commitments for BH. Takes leadership role in working with CBU to insource BH program for clients historically outsourced to other vendors.

Responsibilities:

• Creates and maintains partnerships with internal and external customers through the development, implementation and execution of BH strategic business plans that support client upsell and retention of profitable relationships for all lines of business (Commercial, Medicare and Medicaid).

• Serves as the face and voice of Horizon Behavioral Health and represents enterprise at a variety of external meetings and calls including but not limited to external sales presentations, external account presentations, operational meetings, benefit planning meetings, meetings with consultants on behalf of new/existing accounts, etc.

• Manages VIP cases and requests for elevated customer support; clinical and administrative needs.

• Effectively maintains relationships with key decision makers (internally and externally including CBU leadership and client account leadership).

• Serves as client consultant regarding BH regulatory environment and compliance requirements – Mental Health Parity and Addictions Equity Act (MHPAEA) both nationally and NJ specific; 42 CFR Part 2 etc.

• Directs operations team in resolving BH customer service issues and actions supportive of the achievement of customer service requirements including attainment of performance guarantees and minimization of performance penalty exposure.

• Provides active team leadership in addressing and resolving customer issues and complaints.

• Identifies opportunities, develops and implements programs and solutions effecting utilizing organizational resources.

• Creates ongoing  and adhoc client reporting related to BH programs and services as needed.

• Provides in-person and virtual trainings as needed for clients, client partners (EAP’s etc.) and internal team members around BH challenges, programs and services.

• Ensures BH customer and account-facing services are provided in a consistent timely fashion.

• Demonstrates the value of BH solutions (unit cost, UM and patient care enhancement)

• Identify/create opportunities for upselling additional services to support unmet BH needs in partnership with CBU.

• Responds to RFP’s for new and existing business related to BH.

• Owns overall account satisfaction related to behavioral health operations.

• Stays abreast of market trends and assists with development of strategic approach to management of national/corporate accounts.

• Responsible for BH education, implementation and monitoring of relationships with ASO clients.

• Creates BH presentation materials and facilitates client presentations and meetings – internal and external.

Disclaimer:
This job summary has been designed to indicate the general nature and level of work performed by colleagues within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of colleagues assigned to this job.

Education/Experience:

• High School Diploma/GED required.

• Bachelor degree preferred or relevant experience in lieu of degree.

• Masters preferred. 

• Independently licensed BH clinician preferred.

• Requires a minimum of 5 years of managed behavioral healthcare or related experience.

• Thorough knowledge of account management, customer relations and business management is essential.

Additional licensing, certifications, registrations:

• Requires valid driver’s license and access to a car.

• Prefer candidate with independent clinical license i.e. LCSW, LMSW, LMFT, LPC

Knowledge:

• Requires familiarity with contracting concepts.

• Requires knowledge of the regulato