Monarch

Role Description The primary responsibility of the Customer Service Representative is to provide superior customer service to each individual making contact with Monarch. Customer Service Representatives are responsible for managing inbound/outbound calls, scheduling appointments for Monarch’s behavioral health outpatient facilities, and providing general support and information to callers. - Answer inbound calls in a polite and professional manner to identify the needs of each caller and provide appropriate support using existing processes. - Forward messages when necessary and transfer calls to other Monarch personnel when appropriate while ensuring accurate and complete documentation of all interactions. - Answer general questions and provide callers with location addresses, driving directions, and other information regarding various agency sites throughout the state. - Provide excellent customer service and deal with calls in a diplomatic and sensitive way with due regard to HIPAA regulations and patient confidentiality. - Schedule patients for all Behavioral Health clinics, verify appointments, and direct to the proper person or site. - Perform related clerical duties including updating/entering information into the agency’s electronic health record system if required. - Obtain specific information to generate accurate financial and demographic records for people served to ensure maximum reimbursement. - Maintain an accurate schedule of all behavioral health clinics. - Route emergency calls appropriately and manage emergencies/crisis calls with a calm demeanor and in accordance with department training. - Attend and actively participate in meetings and training as required. Maintain certification in all agency, state, and federal training requirements. - Demonstrate knowledge of and comply with all agency policies and procedures, as well as state and federal statutes and regulations related to specific program areas. - Complete all other relevant responsibilities as assigned by the supervisor. - Minimal driving and travel may be required. Qualifications - High School Diploma (Required) - North Carolina Driver License (Valid) - NC Division of Motor Vehicles - Clerical Experience: 0-1 Years (Not Required) Requirements - Ability to manage inbound/outbound calls effectively. - Knowledge of HIPAA regulations and patient confidentiality. - Proficiency in using electronic health record systems. - Strong communication and interpersonal skills. Benefits - Competitive and flexible total rewards package. - Access to customizable benefits and perks, including comprehensive health coverage. - Retirement plans and professional development support. - Specific offerings tailored to the role, employment type, and location.

• Build trusted relationships with physicians • Identify and engage prospective physician partners • Assess fit for Monarch's membership model • Guide physicians through consultative evaluation process • Support physicians through professional transitions • Generate new opportunities and build partnerships

• Plan, execute, and follow up on Monarch's full event calendar, including national conferences, medical association events, field activations, and hosted experiences • Identify and execute market-specific events designed to connect Monarch with physicians at the local level • Partner with sales and marketing to identify which physicians to target, in which markets, and through which channels • Serve as the connective tissue between event execution and sales follow-through • Establish clear metrics for every event, including attendance, engagement, and leads generated, and use that data to make subsequent events better • Own the operational details across multiple simultaneous programs so nothing falls through the cracks

• Perform interviews with individuals and/or families to aid in identifying presenting problems, assessing mental status and dangerousness, gathering relevant facts of psychosocial history, and assigning accurate diagnoses (using all five Axes of the current DSM manual) that will help determine the best intervention to help the individual and his or her family achieve stated goals. • Provide individual, group, and family therapy to individuals of all ages using person-centered philosophies and best practices in all service delivery. • Provide expertise in assessing psychiatric crises and crisis intervention while working closely with psychiatrists. • Maintain necessary medical records in compliance with state, federal, and agency guidelines. • Assist individuals and families in meeting other psychosocial needs by referring them to appropriate outside agencies (such as doctors, social services, and Christian Ministries) and providing information needed within the guidelines of confidentiality standards. • Provide crisis assessments, stabilization, and service coordination in order to de-escalate crisis and potential crisis situations in an effort to maintain lowest level of care that promotes safety. • Provide coverage or back-up for Emergency Services during clinical hours and on-call coverage after hours and on weekends as needed. • Maintain licensure as required by licensing board and attend educational trainings/seminars to remain up-to-date on current best practices. • Maintain positive working relationships within the communities served, including with individuals, families, staff, monitoring and licensing agencies, organizations, funding resources, and other human service agencies. • Be an active participant in the ongoing continuous quality improvement activities of the agency. • Demonstrate knowledge of and comply with all agency policies and procedures. • Provide clinical consultation as required or requested by other professionals within Monarch to provide ongoing professional development and to process difficult client situations that may arise. • Drive and travel to community locations, various agencies, and other outreach destinations as assigned.

Role Description The primary responsibility of the Customer Service Representative is to provide superior customer service to each individual making contact with Monarch. Customer Service Representatives are responsible for managing inbound/outbound calls, scheduling appointments for Monarch’s behavioral health outpatient facilities, and providing general support and information to callers. - Answer inbound calls in a polite and professional manner to identify the needs of each caller and provide appropriate support using existing processes, forward messages when necessary, and transfer calls to other Monarch personnel when appropriate while ensuring accurate and complete documentation of all interactions. - Answer general questions and provide callers with location addresses, driving directions, and other information regarding various agency sites throughout the state. - Provide excellent customer service and deal with calls in a diplomatic and sensitive way with due regard to HIPAA regulations and patient confidentiality. - Schedule patients for all Behavioral Health clinics. Verify appointments and direct to proper person or site; perform related clerical duties including updating/entering information into the agency’s electronic health record system if required. Obtain specific information to generate accurate financial and demographic records for people served to ensure maximum reimbursement. - Maintain accurate schedule of all behavioral health clinics. - Route emergency calls appropriately and manage emergencies/crisis calls with a calm demeanor and in accordance with department training. - Attend and actively participate in meetings and training as required. Maintain certification in all agency, state, and federal training requirements. - Demonstrate knowledge of and comply with all agency policies and procedures, as well as state and federal statutes and regulations related to specific program areas. - Complete all other relevant responsibilities as assigned by the supervisor. - Minimal driving and travel may be required. Qualifications - High School Diploma (Required) - Clerical Experience | 0-1 Years | Not Required Requirements - Scheduled Weekly Hours: 40 - Schedule: Monday-Friday (8am-5pm) - Pay Range Minimum: $16.00 Benefits - Competitive and flexible total rewards package designed to support the diverse needs of our team members. - Access to a range of customizable benefits and perks, which may include comprehensive health coverage, retirement plans, professional development support, and more. - Specific offerings are tailored to the role, employment type, and location. - Details of personalized compensation and benefits package will be discussed during the interview process.

Role Description The Compensation and Workforce Strategy Specialist completes employee record data entry, auditing, bonus processing, job description maintenance, and position control management responsibilities. All work completed must be done accurately, on a timely basis, and per applicable guidelines with a high degree of confidentiality. This individual actively participates in outstanding customer service and accepts responsibility in maintaining a high level of customer service with the field. They work closely with the Vice President of Compensation & Workforce Strategy to benchmark and maintain integrity of compensation data and salary scales. This individual will also complete reporting and services related to Employee Engagement activities, including but not limited to surveys, turnover reporting, and regular check-ins with new employees. Qualifications - Associates (Required) Requirements - Data Entry Experience | 2-4 Years | Required - Human Resource Experience | 2-4 Years | Required - Payroll or Compensation Experience | 2-4 Years | Required - Workday Experience | Not Required What You'll Do - Enters all internal employee record data to Workday submitted by the field on Position Control Forms. - Creates and maintains all Job Requisitions and Positions in Workday in conjunction with Recruiters. - Processes personnel action forms and ensures proper approvals. - Keeps employee records up to date by processing job changes within the Core HCM functional area. - Manages position creation/movement/deletion/change through Workday. - Advises management of appropriate position movement to achieve placement goals. - Creates, maintains, updates, and audits job requisitions, including but not limited to Job Profile, qualifications, Recruiter assignments, training requirements, candidate questionnaires, and other applicable data. - Assists with audits of personnel and training files in compliance with applicable legal requirements. - Audits Employee Change Forms against current employee record and associated requisitions and guidelines for accuracy and completeness. - Inputs employee record and position changes. - Oversees and implements salary assignment, salary adjustments, bonus approvals, and compensation proposals. - Completes all work accurately, on a timely basis and per applicable guidelines. - Communicates directly with Managers in the field, Payroll, Benefits, HR, Talent Acquisition, the HRIS team, and others as required. - Maintains and updates job descriptions, including but not limited to compensation grades, qualifications, work experience, training requirements, duties, summary, and compliance codes. - Assists in the development, writing, editing, and modification of operating policies, guidelines, and procedures, as appropriate. - Ensures the accurate and timely processing and maintenance of compensation records to meet payroll deadlines. - Completes a variety of data entry functions, assisting Human Resources, the Workday team, and Talent Acquisition as needed. - Supports Vice President of Compensation & Workforce Strategy with special projects as requested. - Establishes regular check-ins with new employees at 30, 60, 90, and 120 days to support their integration and address any concerns. - Develops, maintains, and monitors turnover reports at the organizational, departmental, and managerial levels. - Partners with management to plan employee engagement initiatives, recognition programs, and events that promote a positive and inclusive workplace culture. - Conducts and analyzes retention interviews with both new and existing employees, providing insights and recommendations for improvement. - Evaluates the effectiveness of employee engagement programs using metrics. - Maintains trainings as required and requested. - Demonstrates knowledge of emergency procedures and assists in crisis situations. - Demonstrates knowledge of and complies with all agency policies and procedures. - Completes all other relevant responsibilities assigned by the supervisor. - Driving and travel may be required. Benefits - Competitive and flexible total rewards package designed to support the diverse needs of team members. - Access to a range of customizable benefits and perks, which may include comprehensive health coverage, retirement plans, professional development support, and more. - Specific offerings are tailored to the role, employment type, and location.

• Drive patient enrollment and panel growth during physician transitions • Manage outreach strategy and patient engagement across assigned practices • Monitor conversion pacing, funnel progression, and enrollment activity • Identify opportunities to improve outreach effectiveness and patient conversion • Serve as a trusted guide for patients navigating the transition to membership care and communicate the value of the membership model with empathy, confidence, and clarity • Conduct patient outreach via phone, text, email, and in-person engagement and use effective "nurture" techniques - creating necessary touchpoints without being overbearing or pushy • Address patient questions, concerns, and overcome objections thoughtfully and professionally • Deliver a high-touch, hospitality-oriented patient experience • Work onsite within physician offices during active transitions • Build strong relationships with physicians and staff • Help create alignment, readiness, and enthusiasm within the practice • Reinforce patient messaging and transition workflows with office teams • Identify friction, communication gaps, or workflow issues quickly • Operate as an embedded field operator during practice transitions • Surface operational risks, patient feedback, and transition insights quickly • Collaborate closely with other leadership responsible for the transition • Adapt workflows and engagement strategies based on physician and office dynamics • Help ensure transitions are executed with consistency and excellence • Capture recurring patient questions, objections, and feedback • Identify opportunities to improve workflows, communication, and conversion strategy • Contribute actively to evolving Monarch’s transition playbooks and operating systems • Share learnings and best practices across the Membership Growth Lead team.

• Provide outpatient behavioral health services to persons of all ages experiencing psychological difficulties • Perform interviews with individuals and/or families to aid in identifying presenting problems • Provide individual, group, and family therapy to individuals of all ages • Maintain necessary medical records in compliance with state, federal, and agency guidelines • Assist individuals and families in meeting other psychosocial needs by referring them to appropriate outside agencies • Provide crisis assessments, stabilization, and service coordination • Maintain licensure as required by licensing board and attend educational trainings/seminars

Role Description The purpose of this role is to provide assistance and support to the budget analysts with data entry, reporting, and administrative support. - Maintain trainings as required and requested - Demonstrate knowledge of emergency procedures and assist in crisis situations - Demonstrate knowledge of and comply with all agency policies and procedures - Complete all other relevant responsibilities assigned by the supervisor - Maintain the position control process for LTSS and BH - Distribute monthly financial reports from NetSuite and the budget software to operations - Upload financials to SharePoint - Organize and gather information from the EHRs and PowerBI for budget analysts - Assist with data entry and general analysis as requested by budget analysts Qualifications - College degree preferred or in pursuit of degree - High School Diploma (Required) Requirements - Flexible schedule (15 hours/week) - Target Weekly Hours: 15 Benefits - Comprehensive, competitive benefits package - Support for full-time and part-time team members and their families - Opportunities for professional growth and development Company Description At Monarch, we work together to provide life-changing care in communities across North Carolina and Rhode Island. We provide hope, promote wellness, and empower individuals and families impacted by mental illness, substance use disorders, intellectual and developmental disabilities, and traumatic brain injury.

Role Description The purpose of the Human Rights Committee (HRC) is to provide safeguards aimed at protecting the human and civil rights of all people supported. The HRC will review all practices that may restrict personal freedoms including, but not limited to: - Use of behavior programs - Use of medications - Violations of any rights - Use of restrictive interventions The HRC will also review cases of alleged or substantiated abuse, neglect, mistreatment, or exploitation committed by an employee and restrictive interventions of people supported. The HRC will monitor agency functions to ensure the safety and freedom of all. The HRC for Monarch shall also serve as the Intervention Advisory Committee required by APSM-95-2 in regard to the use and review of restrictive interventions. All procedures outlined below will apply to both HRC and Intervention Advisory Committee functions. What You'll Do - Review agency procedures that support NC G.S. 122C, Article 3, regulations regarding the protection of rights, incident reporting, and agency policy regarding confidentiality. - Review all medications used for or recommended for psychiatric diagnoses to support a behavioral support plan, ensuring: - Current best practices are included - The medication is for a current behavioral health diagnosis - Current, relevant data supports the need for the recommended interventions - Medical, environmental, and psychiatric causes have been ruled out - The behavior support plan contains educational strategies and positive interventions - The person supported, legal representatives, and people who know the person best have been involved in the plan’s development and have provided approval for the plan’s implementation - Review all substantiated reports of rights violations, including appeals, investigations, complaints, and incidents. - Ensure the agency maintains proactive procedures and practices to prevent the unapproved restriction of rights. - Review rights grievances brought by people served or their family members, making recommendations to the President/CEO for any needed follow-up. - Review any concerns or complaints regarding the use of restrictive interventions, making recommendations to the President/CEO for any needed follow-up. - Review incidents that result in the use of emergency restrictions, making recommendations for needed follow-up, if applicable. - Review recommendations for the use of physical restraint and the use of medication to manage behavior. - Review each incident involving alleged or substantiated abuse, neglect, mistreatment, or exploitation, ensuring proper reporting, investigation, and follow-up has occurred. - Initiate activities aimed at the promotion and protection of people’s rights, which may include: - Arranging direct contact with people served, with their permission, to discuss rights - Visiting people’s service sites and speaking with people with support if they are willing - Talking with staff of the agency - Complete all required initial and annual trainings. Qualifications - Strong understanding of human rights and civil rights protections. - Experience in behavioral health or related fields. - Ability to work collaboratively with diverse teams. - Excellent communication skills. Requirements - Commitment to the principles of dignity and respect for all individuals. - Ability to analyze and review complex information. - Willingness to engage with individuals and families in a supportive manner. Benefits - Positive and encouraging work environment. - Opportunities for professional growth. - Diversity and inclusion initiatives. Company Description Monarch is an Equal Opportunity Employer committed to supporting and celebrating all forms of diversity. Monarch does not accept paper applications. Any person with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Monarch job search or selection process, should contact HR@MonarchNC.org or call (704) 986-1550.