Collaborates with interdisciplinary teams when conducting assessments and evaluations to determine diagnoses, treatment plans, and the appropriate level of care, analyzes and evaluates data, participates in discussions and develops approaches for diagnoses, and proactively researches and identifies resources according to needs for discharge. Leverages knowledge to facilitate interventions, escalating to management when necessary, communicates and provides guidance to patients to share results and discuss treatment plans, provide resources, and answer questions, and assesses clinical situations to determine interventions and levels of care, providing assistance to clinicians. Serves as an advocate and resolves issues by seeking feedback and recommending solutions to complaints, drives and implements care standards and proactively seeks and applies feedback, and refers members, patients, and staff to the appropriate services and proactively shares information with providers. Evaluates the quality of programs and identifies opportunities for new program development, and proactively seeks updates and new knowledge on best practices and treatment options to recommend improvements to systems. Maintains up-to-date awareness of guidelines as well as regulatory policies, standards, and procedures, to ensure compliance, and proactively submits documentation, records, and reports according to regulations.

• Promotes learning in others by proactively providing and/or developing information, resources, advice, and expertise with coworkers and members; builds relationships with cross-functional/external stakeholders and customers. Listens to, seeks, and addresses performance feedback; proactively provides actionable feedback to others and to managers. Pursues self-development; creates and executes plans to capitalize on strengths and develop weaknesses; leads by influencing others through technical explanations and examples and provides options and recommendations. Adopts new responsibilities; adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; champions change and helps others adapt to new tasks and processes. Facilitates team collaboration to support a business outcome.


• Completes work assignments autonomously and supports business-specific projects by applying expertise in subject area and business knowledge to generate creative solutions; encourages team members to adapt to and follow all procedures and policies. Collaborates cross-functionally and/or externally to achieve effective business decisions; provides recommendations and solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Supports the development of work plans to meet business priorities and deadlines; identifies resources to accomplish priorities and deadlines. Identifies, speaks up, and capitalizes on improvement opportunities across teams; uses influence to guide others and engages stakeholders to achieve appropriate solutions.


• Provides effective client care by: serving as a trusted member, patient, and staff advocate and resolving care issues by seeking customer feedback and recommending solutions to patient care complaints to improve satisfaction; driving and implementing member, patient, and staff care, quality, and service standards and proactively seeking and applying feedback; and referring members, patients, and staff to the appropriate services and proactively sharing information with providers.


• Enables compliant services by: maintaining up-to-date awareness of organizational, state, and federal guidelines as well as regulatory policies, standards, and procedures, to ensure compliance; and proactively submitting written and electronic documentation, records, and reports (e.g., charting) according to department, federal, and state regulations.


• Provides evaluations and diagnoses by: collaborating with interdisciplinary teams when conducting patient psychological assessments and mental health evaluations to determine diagnosis, implement treatment plans and discharges, and determine the appropriate level or care; analyzing and evaluating patient data, participating in multidisciplinary discussions, developing evidence-based treatment plans, and identifying approaches for identified diagnoses; and proactively researching and identifying appropriate resources according to patient clinical needs for discharge.


• Contributes to program development and management by: evaluating the quality and effectiveness of therapy programs and identifying opportunities for new program development (e.g., in-/out-patient psychotherapy, chemical dependency) that consider the impact of services; and proactively seeking updates and new knowledge on industry best practices and new treatment options to maintain systems and processes for outcome management as well as recommending and implementing areas of improvement for clinical treatment programs, designs, or protocols.


• Provides high quality treatment and services by: leveraging advanced knowledge to facilitate individual and/or group-level psychological/behavioral interventions, escalating to management when necessary; communicating and providing guidance to patients in an empathetic and supportive way to share results, discuss treatment plans, provide resources, and answer questions; and assessing urgent or high-risk clinical situations (e.g., crisis events, suicidal behaviors) to determine appropriate interventions and levels of care, providing administrative-level assistance to clinicians directly dealing with patients.