• Serve as a consistent clinical point of contact for each member from first engagement through every stage of their wellness journey. • Assess members’ immediate risk and clinical needs using evidence-based models and clinical acumen. • Provide real-time crisis de-escalation, safety planning, and risk management. • Identify biopsychosocial needs and collaborate with the member to determine solutions and next steps. • Develop SMART goals that empower members to lead and maintain a healthy lifestyle. • Assess readiness to change and implement actions to assist members in moving through stages of change to reach their goals. • Shepherd members to appropriate clinical care, treatment programs, and community resources. • Incorporate a variety of modalities to educate members about benefit plans, coverage, and care navigation. • Leverage an evidence-based specialized curriculum in a wide range of clinical areas that support our members’ unique needs. • Perform research and provide relevant educational or support resources tailored to the member’s situation. • Partner with internal colleagues to ensure timely follow-up, case collaboration, and seamless care transitions. • Demonstrate agility in balancing real-time queue work with out-of-queue case management responsibilities. • Exhibit diplomacy, empathy, and professionalism—even in difficult conversations or with resistant participants. • Comply with HIPAA and uphold strict confidentiality and compliance standards while demonstrating sound clinical documentation practices. • Able to manage multiple health records and systems to accurately document customer interactions and progress. • Communicate effectively and succinctly in both verbal and written format.