Engagement Team Supervisor

JOB SUMMARY:

Working within MAHECs Patient Access Center the School-Based Therapy Engagement Team Supervisor is responsible for the direct supervision and daily oversight of the School-Based Therapy Engagement Team. This role is key to ensuring the smooth efficient operation of clinical support workflows for the School-Based Therapy specialty clinic. The ideal candidate will bring strong organizational skills effective interpersonal communication and a solid understanding of the mental health field.

SPECIFIC RESPONSIBILITIES:

• Provide daily supervision coaching and support to the School-Based Therapy Engagement Team ensuring efficient and high-quality performance across all referral and registration workflows.
• Oversee and ensure timely processing of all incoming referrals including appropriate follow-up chart creation and completion of initial registration steps by the Engagement Team.
• Monitor team workflows to ensure all compliance standards are met prior to patient scheduling including accurate verification of insurance demographics and legal documentation (e.g. guardianship or custody paperwork).
• Serve as a liaison between the Engagement Team referral sources schools clinical supervisors and therapists to coordinate patient contact efforts and resolve barriers to care.
• Collaborate with financial advocates clinical support and interpreting services to ensure seamless patient experience and access to care.
• Track and analyze phone and referral volume metrics; adjust workflows and team priorities to meet operational needs.
• Participate in program development process improvement efforts and implementation of new workflows or technologies to enhance efficiency and service quality.
• Train onboard and evaluate Engagement Team members in collaboration with departmental leadership.
• Foster a collaborative mission-driven team culture aligned with MAHECs values and support of school-based mental health services.
• Support and communicate divisional and organizational initiatives serving as a change agent and positive role model for the Engagement Team.
• Actively participate in school and community outreach effortsalongside School-Based Therapy leadershipto raise awareness of the program educate stakeholders about available services and provide direct guidance on how to refer students for care.

This role description is a general description of the essential job functions. It is not intended to describe all the duties the School Based Behavioral Health Operations Coordinator may perform.

KEY COMPETENCIES

• COMMUNICATION You are comfortable communicating in person over the phone and through email all with a friendly and professional tone. You prioritize prompt responsiveness recognizing the important role you play in moving processes forward through communication.

• DISCRETION You operate with the mindset that information that is not your own regardless of how trivial it may seem is confidential first and shared only with permission. You demonstrate confidentiality with clinical management and other organizational data/information.

• PROBLEM SOLVING You arent afraid to think on your feet and encounter a problem you dont know how to immediately solve. You are less concerned with being right and more concerned about connecting with various resources to assist in solving the problem and learning new things along the way.

• DETAIL ORIENTATION Details matter to you and you develop systems and processes to help you manage a large volume of them. You envision a process from start to finish and understand all of the details that need to be taken care of in between to keep things running smoothly. You take pride in owning the details and it brings you joy to be trusted in this regard.

• INITIATIVE You dont wait to be told what to do. Instead you anticipate needs and look for tasks you can take care of in the present to facilitate a smooth process in the future. You like to stay busy and love to jump in and help others when you have capacity. You respect and appreciate the work of a leader and view taking initiative as a primary way to support their work.

• TECH ADAPTABLE You are comfortable learning new technologies and web-based platforms. You view technology as a way to gain efficiencies. You recognize that you dont have to be an expert and view learning new technologies as an opportunity to grow professionally.

• PLANNING AND ORGANIZING - You effectively organize and plan work according to organizational needs by defining objectives and anticipating needs and priorities. You efficiently manage your own time and effectively handle multiple demands and competing deadlines. You identify goals develop plans estimate time frames and monitor progress. Swift implementation is your goal.

• ANALYSIS AND PROBLEM SOLVING - You like to solve difficult problems through careful and systematic evaluation of information possible alternatives and consequences. You integrate information from diverse sources and evaluate the information against possible courses of action.

EDUCATION AND EXPERIENCE

• MINIMUM QUALIFICATIONS:
  • Four year degree or Associate degree and three years relevant experience or comparable combined education and/or experience required
  • Previous experience in a hospital/medical office/clinical environment required.
• PREFERRED QUALIFICATIONS:
  • Previous supervisory/management experience in human services
  • Experience in Behavioral Health highly preferred
  • Familiar with the operations of community mental health services school-based therapy and/or child and family therapy services.

SPECIFIED SKILLS

• COMPUTER
  • Excellent skills in Microsoft Office including Word Excel PowerPoint and database applications required.
  • Experience with Outlook Teams and SharePoint for collaboration management.
  • Must function with advanced skills in a Medical Office Management software program.
• FOREIGN LANGUAGE
  • Spanish language skills preferred but not required.

PHYSICAL DEMANDS

• Occasional lifting of up to 20lbs

SUPERVISORY RESPONSIBILITIES

• This role will include direct supervision of a team of 2-4 employees

REQUIRED LICENSES:

• Valid NC drivers license required.

SCHEDULE:

This position will be a hybrid between remote and on-site. On-site attendance will be required 3 days a week with 2 days of remote work. Specific schedule of on-site days will be determined based on needs of the team. Typical business hours are Monday Friday 8:00 am to 5:00 pm (or flexed to best meet the needs of the clients and/or the Division); 40 hours per workweek.

POSITION COMPENSATION:

$29.90/hour full time full benefits available

At MAHEC we strive to equip all team members with Total Rewards (pay benefits) to honor their service support their health manage their financial security build their career and thrive.

All MAHEC employees and learners will be required to receive the Flu vaccine or have an approved exemption.

MAHEC Talent Management is located at 121 Hendersonville Road Asheville NC 28803. Equal Opportunity Employer.

MAHEC is a qualifying employer for the Public Service Loan Forgiveness (PSLF) Program. Employees who meet federal requirements may be eligible to have remaining student loan balances forgiven after 10 years of qualifying payments while working full-time at MAHEC.

If you are interested in this role and you have related experience and qualifications we encourage you to apply or reach out to for support in your job search process. You could be the talent we are seeking for this or other opportunities.