Shift: 3:00pm - 11:30pm in the employee's local time zone.As a Behavioral Licensed Clinician on our 24/7 Clinical Support Team, you will deliver expert, compassionate care across a wide spectrum of behavioral health needs. This team is designed to ensure continuity-each Behavioral Licensed Clinician remains with the customer throughout their journey, becoming a trusted clinical partner. While every team member supports various clinical populations and needs, we value and will leverage subject matter expertise in the development of training, curriculum, and clinical consultation. You'll be called on to bring depth into your areas of specialization while remaining flexible and responsive across all cases.
The successful candidate will have demonstrated clinical excellence with mental health, substance use disorders, crisis call work, and case management with a passion to deliver a service experience that exceeds the member's or provider's expectation. The team works in a fast-paced environment, on a queue, taking telephonic calls in the moment, balanced with scheduled calendar appointments. The team operates 24/7/365 in support of the full organization.
Duties and Responsibilities- Serve as a consistent clinical point of contact for each member from first engagement through every stage of their wellness journey
- Assess members' immediate risk and clinical needs using evidence-based models and clinical acumen
- Provide real-time crisis de-escalation, safety planning, and risk management
- Identify biopsychosocial needs and collaborate with the member to determine solutions and next steps
- Develop SMART goals that empower members to lead and maintain a healthy lifestyle
- Assesses readiness to change and implements actions to assist members in moving through stages of change to reach their goals
- Sheppard members to appropriate clinical care, treatment programs, and community resources
- Incorporate a variety of modalities to educate members about benefit plans, coverage, and care navigation
- Leveraging an evidence-based specialized curriculum in a wide range of clinical areas that support our members' unique needs
- Perform research and provide relevant educational or support resources tailored to the member's situation
- Partner with internal colleagues to ensure timely follow-up, case collaboration, and seamless care transitions
- Demonstrate agility in balancing real-time queue work with out-of-queue case management responsibilities
- Exhibit diplomacy, empathy, and professionalism-even in difficult conversations or with resistant participants
- Comply with HIPAA and uphold strict confidentiality and compliance standards while demonstrating sound clinical documentation practices
- Able to manage multiple health records and systems to accurately document customer interactions and progress
- Communicate effectively and succinctly in both verbal and written format
- Perform other related duties incidental to the work described herein
Qualifications- Master's degree or PhD in a mental health field (e.g., Social Work, Counseling, Psychology) or RN with psychiatric specialization.
- Current independent clinical license (e.g., LCSW, LPC, LMFT, LPCC, PhD, PsyD, PMHNP, or RN with psychiatric focus)
- Minimum 5 years of post-licensure experience as a behavioral health or substance use clinician preferred
- Demonstrated use of evidence-based approaches, including brief therapy, cognitive-behavioral therapy, and motivational interviewing
- Experience working in or with managed care environments preferred
- Experience with direct member communication (written and verbal), experience in telephonic counseling/coaching preferred
- Required to obtain AAS Crisis Specialist Certification within the first year of employment
- EAP (Employee Assistance Program) experience and CEAP certification preferred but not required
- Strong clinical acumen, interpersonal communication skills, and comfort working in a dynamic and rapid pace environment
- Proven administrative abilities, with strong computer and software application skills
REQUIRED WORK HOURS: Full-time job with a minimum of forty hours per week. Shift days and times may vary due to business need. All staff schedules include rotating shifts, weekends, and holiday time.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 67,100 - 111,800 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
