Engagement & Retention Specialist

Behavior Health Network Springfield , MA 01105

Posted 2 months ago

Be the catalyst to help local adults with mental, behavioral, or substance abuse issues receive the integrated care that they need to succeed!


In accordance with the BHN Mandatory COVID vaccine policy - all staff, interns, temps, residents and contractors are required to be fully vaccinated no later than day one of employment. Medical or religious exemptions will be offered and must be approved prior to starting work.

The same guidelines noted above apply during flu season (defined as December 1st - through end of flu season as announced by the CDC) for BHN's Mandatory Influenza Vaccine policy.

Additionally, BHN is a Tobacco Free workplace. All Staff, interns, temps, residents and contractors agree not to smell of or use Tobacco or ENDS products while on paid work time or within sight of any BHN facility.

Become a part of our team of competent and compassionate professionals as an Engagement & Retention Specialist

We focus on maintaining and building new relationships with providers and behavioral health clinicians, with the goal of engaging eligible consumers into a whole-health care management program. Engagement & Retention Specialist are experts in the benefits, qualifications, and services that are offered by care management programs operated by BHN in addition to other accountable care and managed care organizations. Engagement & Retention Specialist strive to provide high quality identification, outreach and engagement services to target care management populations while marketing the care management services to partner agencies. Through provider collaborations and the use of date, we identify care management eligible individuals. In addition, we work as a team with care coordinators and nurses to locate clients who have been assigned to one of BHN's care management programs. Staff is responsible for creating awareness about the benefits of both programs by giving presentations to local referral sources, and partnering with these sources to assist candidates with their enrollment. There are many opportunities for learning, growth, and advancement in this position. E&R Specialist learn about MassHealth and Medicare payers, as well as Accountable care and Managed care organizations. They can attend professional training offered by BHN's professional development department as well as free college courses as they become available.

Behavioral Health Network is a growing non-profit, community behavioral health agency that has been providing services to children, adults, families and communities in western Massachusetts since 1938. BHN provides comprehensive, outcome-driven behavioral health care. We are dedicated to offering high quality, affordable and culturally appropriate care to people of all ages and income levels in our constituent communities.

Engagement & Retention Specialists at Behavioral Health Network have the following qualities:

  • Knowledge of mental illness, the interface between mental health and medical conditions and systems, substance abuse, and care management

  • 1-2 yrs of work experience in related behavioral health field.

  • Knowledge of principles and methods for showing, promoting and selling products or services. This includes marketing strategy and tactics, product demonstration, and sales techniques

  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for service and evaluation of customer satisfaction.

  • Professional demeanor and phone skills in communicating with members and colleagues.

  • Ability to multi-task and remain organized and proficient in current work assignments

  • Familiarity with Internet, word processing and emails systems (required).

  • Spanish-English bilingual

  • Bachelor's degree (preferred but not required)

If you are interested in this opportunity, please visit our website at www.bhnworks.org and click on "Browse All Jobs" to apply!

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Regional Banking Center Specialist Springfield/Ludlow


Posted 4 days ago

VIEW JOBS 1/14/2022 12:00:00 AM 2022-04-14T00:00 Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank. Come join our team of dedicated and innovative individuals and contribute to our dynamic, successful organization! Regional Banking Center Specialist - Springfield/Ludlow Locations Summary: Demonstrates advanced knowledge and proficiency in providing exceptional customer service with emphasis on relationship development, market share growth, and regulatory compliance. Trains and mentors new team members in all aspects of the position, assisting with complex transactions, approving exceptions and providing overrides as appropriate. Essential Duties and Responsibilities include the following. Other duties may be assigned * Provides an exceptional customer experience with emphasis on relationship development, market share growth, and regulatory compliance. * Uses comprehensive knowledge of all bank products and services to evaluate customer needs and make appropriate recommendations to ensure customer satisfaction and a positive experience. Identifies opportunities for relationship retention and growth, including digital services, product options, and alternative programs. * Recognizes relationship deepening opportunities and refers customers to internal and external business partners including but not limited to Peoples Wealth Advisory Representatives, Mortgage Consultants, Business Banking/Cash Management Officers, Commercial Lending, Payroll Services and Merchant Services as appropriate. * Identifies and analyzes service issues, resolving them to the customer's satisfaction in accordance with bank-wide and department standards. Performs overrides and makes policy exceptions based on evaluation of customer relationship, and financial and reputational risk to the bank. Uses all resources to escalate and resolve complex issues. Addresses, researches and responds to customer complaints, documenting the resolution per PeoplesBank policy. * Reviews and approves exceptions and overrides transaction restrictions for BCS associates as appropriate, using detailed knowledge of operating procedures, regulatory requirements, and established banking center guidelines. Seeks management guidance for issues with no clear precedent. * Accurately completes all customer sales and service functions, including new deposit and loan account origination, account maintenance, transaction processing, and handling negotiable items. Utilizes detailed knowledge of all bank policies and regulatory requirements to ensure error-free processing and compliance. * Operates a cash box / recycler, and serves as Vault, ATM and/or Coin Machine custodian as needed. Accurately processes entries and reconciles cash, checks and negotiables at end of shift within Retail guidelines and performance standards. * Completes all yearly compliance training and testing and complies with bank policies and procedures, and federal and state regulations. * Obtains and verifies necessary information to complete applications, logs, BSA and CIP forms, and any other documentation as required by policy or regulation. * Acts as Safe Deposit custodian, including opening and closing safe deposit contracts and providing access per bank guidelines. * Demonstrates thorough knowledge of all PeoplesBank products and services, and satisfactorily completes annual product knowledge training * Represents the bank in a professional manner. Responds to incoming calls in accordance with department service standards. Communicates effectively verbally and in email, memos and business letters. * Participates in financial education and bank-at-work events at off-site locations. Assists with business development, sales management and community engagement activities to support achievement of assigned banking center goals. * Utilizes advanced knowledge of bank policies, procedures, and regulatory requirements to train and assists team members in all aspects of the position. * May be designated as a key-holder, assigned to open and/or close the Banking Center, ensuring service and security standards are maintained. Education and/or Experience Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Skills Needed Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Certificates, Licenses, Registrations Valid U.S. Driver's License Notary Public commission by the Commonwealth of Massachusetts and/or State of Connecticut. Federal NMLS Registration. Computer Skills Knowledge of computer applications including Word, Excel. Ability to use basic computer skills to enter and/or retrieve data. Other skills and knowledge Detailed knowledge of bank products and services, and PeoplesBank Relationship Building service and sales practices. Knowledge and required acknowledgement of regulations including but not limited to: Reg CC Reg DD Privacy Security BSA Fair Lending CIP Reg E Work Environment and Physical Demands: The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent travel to and from various banking centers and Executive office is a requirement of the Regional Banking Center Specialist position. Associate must have a valid U.S. driver's license and reliable transportation. While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel. The associate may work offsite at community, financial education and bank-at-work events several times a year, and occasionally makes business calls with the Banking Center Manager. Heavy volume during peak times, including the first and third of each month. Light Moderate Heavy N/A Light Moderate Heavy N/A Sitting Crawling and/or Kneeling Standing Crouching, Squatting Walking Stooping, Bending Lifting Reaching above shoulder height Carrying Grasping and/or Turning Driving Pulling and/or Pushing Keyboarding Traveling, i.e.Auto, Train, Plane Peoplesbank Springfield MA

Engagement & Retention Specialist

Behavior Health Network