Part-Time Nurse Mental Health (Brighton / Remote)

Teladoc Health
Brighton, UK
23 Aug 2019
06 Sep 2019
Contract Type
Full Time
This is a rare opportunity to join a leading global health organisation that provides a unique service to some of UK's largest Insurers and employers.

We're looking for an outcome-oriented nurse with direct clinical experience in providing mental health services for patients. The Mental Health Navigator is the key player on a team responsible for the delivery of clinical support and case management for members with mental health illnesses and/or symptoms. The Mental Health Navigator will ensure efficient management and progression of member cases across all functions within the Company.

Essential job duties & responsibilities

• manage and work directly with member through entire process of their assessment and subsequent treatment
• liaise with third party partners to ensure a seamless case management process with measurable outcomes and metrics,
• proactive communication to members on case progression
• setting up appointments with all clinicians
• Conduct preliminary intake and psychological inventories (tests) as directed by psychology and psychiatry experts
• Support member through their entire assessment process
• Assess member situation, and support member, in identifying best path to care as recommended in expert report
• Serve as the "concierge" for member during entire experience, ensuring the highest possible member/customer experience
• Provides clear, concise communication on case progress to members and internal staff with a focus on providing the highest level of customer service; escalates concerns to manager immediately
• Organizes and schedules final Mental Health Action Plan discussions between members and Best Doctors' clinicians
• Accountable for meeting defined service standards for speed of case progression, overall quality, and member satisfaction, which are measured via individual and team scorecards
• Ensures compliance with privacy legislation (GDPR) rules and regulations at all times

Responsibilities include but are not limited to:

• Works with a designated clinical team to ensure member's scheduled call back appointments are met on time.
• Obtain a comprehensive health history by leading members through a systematic and dynamic intake assessment to capture all relevant data about their current condition and health history.
• Direct members to the most appropriate Teladoc Health service based on their medical condition; set appropriate member expectations for each process.
• Escalate questions/concerns regarding cases to nurse team lead.
• Ensure clear and thorough documentation on intake templates as well as within each case via Sales Force.
• Work in partnership with the clinical team as needed in support of case development.
• Liaise with Members as their "Personal Advocate", keeping them informed of the progress of their cases and connecting with the Member on a regular basis. In addition, this involves acting as a resource to members for information about the local health care system access, as well as diseases/illnesses.
• Provide clinical support and guidance to support staff in regards to case related inquiries.
• Review and classify medical information received (including medical notes / medical correspondence, copies of imaging studies and pathology material if necessary).
• Assure medical information is complete for the case to be reviewed.
• Review medical clinical summaries
• Comply and commit with the Quality Management System implemented at Teladoc Health, performing the tasks necessary to maintain the quality system and its tools (detection of non-conformities, customer complaints, control and monitoring of process indicators, etc.).

Coordinates with
- Sales, Product and the clinical teams in USA and Madrid

Terms of employment
- Part time Role based in Brighton or remote

Required Skills and duties:
- Direct mental/behavioural health experience
- Exceptional networker or resourceful researcher (i.e. identifying partners, providers, etc.)
- Demonstrated ability to manage cases and multiple projects in parallel
- Strong technology proficiency with software programs including Word, Excel, Outlook, CRM, video conferencing
- Proven ability to work effectively as part of a multidisciplinary team and demonstrate competence in performance of the facilitator/care coordinator role, case management, clinical assessment and intervention and documentation of care.
- Proven excellent interpersonal skills and effective oral/written communication skills.
- Demonstrated ability to provide leadership
- Demonstrated excellent organizational, problem-solving, decision-making, conflict resolution and critical thinking abilities.
- Demonstrated knowledge of relevant policies and legislation surrounding mental health
- Overall expert knowledge of the mental health and addictions service system
- Advanced assessment and diagnostic reasoning skills
- Ability to work independently
- 7+ years' experience in a professional office environment; hospital, physician practice, or other medical environment preferred

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