BH Specialist - Call Center

Date: Jan 26, 2023

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans



Position Summary/Position


Under the direction of Supervisor, Call Center, this position may engage in a variety of activities to serve IEHP members, including working as part of a telephonic team assisting members to access services, assisting providers in the BH Network to address concerns and questions, engaging in projects to improve member experience with care, and working in quality improvement projects and initiatives. This position, like all positions within the BH Department, is expected to model behavioral health principles of relationship-based care, as well engage in promoting education and understanding of behavioral health and its importance in whole health, to those within IEHP and in the community.

Major Functions (Duties and Responsibilities)


1. Assist Call Center to successfully meet quality standards, including completing calls within specified time, demonstrating empathy and skilled communication, addressing members and providers needs successfully, and ensuring members get access to needed services.
2. Skillfully develop therapeutic alliances with members, and utilize evidenced based communication skills in assisting members.
3. Establish and maintain effective goodwill relationships with coworkers, supervisors and other colleagues, and collaboratively work with team members.
4. Model the highest ethical behavior in care for members, as well as in relationships with co-workers, supervisors, and colleagues in the community.
5. Engage in call-line work, assisting members and/or BH network providers, in a professional, compassionate and effective manner.
6. Engage in outreach and engagement of IEHP members, as needed.
7. Participation in behavioral health team and department meetings.
8. Model continuous quality improvement philosophy, and engage in quality improvement initiatives and projects.
9. Model supportive and collaborative relationships with members, co-workers, and all community relations.
10. Participate in other committees as needed, or as directed by the BH supervisors, managers or senior director.
11. Engage in all IEHP employee training, and comply with all IEHP policies.

Supervisory Responsibilities

Leading: Self

Experience Qualifications


Experience working successfully within a team, and experience in developing and maintaining effective relationships with both customers/clients and coworkers is mandatory.

Preferred Experience


1 - 3 years Health/behavioral care agency, agency serving children with autism or developmental disabilities, health plan or customer services position preferred.

Experience in the social services, and/or in a service related industry is preferred (hotel, restaurant, sales) is preferred.

Education Qualifications


Bachelor’s degree in Social Work, Sociology, Psychology, or another Social Science or related area from an accredited institution required.

Drivers License Required


Skills Requirement


Excellent interpersonal skills. Proficient in the use of computer software to include but not limited to: (e.g. Microsoft Word and Excel, Power Point).

Abilities Requirement


The desire and ability to develop genuine, effective relationships with members, co-workers, supervisors and community partners. Ability to manage time, both in interactions with members, as well as in timely documentation and reporting. Ability to maintain positive working relationships with internal and external contacts at all levels. Able to use telephonic communication effectively, both with members and with professionals in the community.

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions


Minimal physical activity; may include standing and repetitive motion.

A reasonable salary expectation is between $48,110.40  - $59,425.60, based upon experience and internal equity.


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 7,000 and a team of more than 2,500 employees, IEHP provides quality, accessible healthcare services to more than 1.5 million members. And our Mission, Vision, and Values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and make a difference with us! IEHP offers a competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and state pension plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles