Bilingual Case Manager

Summary of Position  

Essential Duties and Responsibilities 

• Provide the best patient care for individuals via both video and phone interactions

• Assess patients’ mental health concerns and perform counselling

• Support our Mental Health Care and Employee & Family Assistance Programs

• Serve as the case manager for members during their Mental Health program participation, ensuring the highest possible member experience and proactive communication on case

  progression and next steps.

• Obtain a comprehensive health history by leading members through an intake assessment to capture all relevant data about their current condition and health history using a bio-psycho-

  social model.

• Contribute to completing outcome measures and assessment questionnaires such as assessment

  inventories/tests as directed by psychology and psychiatry experts on Teladoc’s team.

• Facilitate expedited procurement of member medical records.

• Schedule treatment action plan report discussions between members and Teladoc clinicians.

• Assist members to implement treatment, identifying best path to care as recommended in expert action plan report.

• Provide technical and case support to Teladoc clinicians.

• Meet defined service level standards for case progression, overall quality, and member satisfaction.

• Ensure compliance with privacy legislation such as the Personal Information Protection and Electronic Documents Act (PIPEDA) and Personal Health Information Protection Act (PHIPA).

• Utilize technology to ensure case coordination and integrity of information documenting all internal and external communications (verbal and written)

• Provide training and education to members, third party and internal partners on a variety of subjects, from administrative tasks such as how to use video conferencing tools to more in-depth

  topics, such as how the Mental Health program works.

• Assist in building the company’s network of quality mental health community resources and partners.

• Liaise with third party partners to ensure a seamless case management process with measurable outcomes and metrics. · Perform other duties, as directed. The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities 

None 

Qualifications Expected for Position 

• Experience working in the mental/behavioral health field and knowledge of the mental health system.

• Demonstrated knowledge of relevant policies and legislation surrounding mental health.

• Overall expert knowledge of mental health and addiction services.

• Knowledge and experience in both physical and mental health, bio-psycho-social model, determinants of health, mood disorders and respective treatment plans, prevention and functional aspects of disability, assessment methods and techniques.

• Experience providing clinical assessments and structured counselling for individuals presenting with a wide range of mental health conditions

• Additional training in the following therapeutic modalities: Cognitive Behavioural Therapy (CBT), Dialectical Behavioral Therapy (DBT), Acceptance and Commitment Therapy (ACT), Mindfulness Therapy, Motivational Interviewing (MI), Other therapeutic modalities are an asset

• ·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

• Proficiency in report writing and ability to summarize and synthesize reports.

• Exceptional networker or resourceful researcher (i.e. identifying partners, providers, etc.).

• Demonstrated ability to manage cases and multiple projects in parallel.

• Proven excellent interpersonal skills and effective oral/written communication skills.

• Demonstrated excellent organizational, problem-solving, decision-making, conflict resolution and critical thinking abilities.

• Ability to work independently but recognize when escalation is warranted.

• Ability to adapt to a fast-paced work environment in a growing company with expanding service lines and client base.

  · Competent using office productivity software (Microsoft Excel, Word, Outlook, PowerPoint, Adobe Acrobat), EMR’s and browser-based software applications to search for information and enter data

Required license or credentials needed:  

• Bilingual fluency (both written and verbal) in English & French required Bachelor’s/ Master’s Degree of Social Work/Nursing/Occupational Therapy is required and in good standing with governing college.
• 5+ years’ experience in a professional office environment required; hospital, physician practice, or other medical environment preferred.