Practice Manager, Central Intake Call Center

Practice Manager Central Intake Call Center

The Practice Manager is responsible for the day-to-day operational effectiveness administrative oversight and client experience across BHNs CBHC and Behavioral Health Urgent Care: BHUC outpatient services. Working collaboratively with CBHC and BHUC leadership the Practice Manager oversees operational performance access efficiency and compliance with regulatory and contractual requirements across multiple sites. The Central Intake Practice Manager collaborates effectively with outpatient CBHC and BHUC clients while working closely with Access Intake scheduling administrative support and crisis teams.

The Practice Manager ensures organizational initiatives are implemented with fidelity identifies operational gaps and leads workflow redesign training and change initiatives as needed. This position provides strength-based systems-focused leadership that promotes consistency accountability and alignment with organizational goals and best practices.

What you will do:

• Ensures customer service excellence in individuals served scheduling Crisis SUD and Mental health call handling and facilitates effective connections to care.
• Collaborates with program management and intake supervisors to support efficient timely and high-quality BHN service delivery.
• Improves access to care by efficiently routing individuals to available clinicians and reducing wait times.
• Manages telephone and voicemail systems in a timely professional and welcoming manner.
• Maintains knowledge of insurance carriers and oversees collection of copayments and self-pay processes.
• Manages and maintains telephone and voicemail systems in a timely and welcoming manner addressing individual served concerns/complaints timely.
• Reassigns and addresses phone tree needs during emergent situations inclement weather and site closures.
• Assists with scheduling reassigning clinicians and addressing scheduling needs in collaboration with CBHC & BHUC staff.
• Demonstrates knowledge and understanding of all workflows and processes of the division. Implements change when needed.
• Monitors and evaluates key operational metrics to ensure alignment with organizational and divisional expectations including access scheduling call standards KPIs and contractual requirements of CBHC & BHUC programs.
• Monitors audits and reviews incoming calls and monthly reports on a regular (weekly -monthly) basis to ensure quality screenings appropriate call destination and customer service excellence from all staff.
• Leverages performance data and KPIs to enhance access to care and enable staff to adjust practices based on client needs
• Manages remote hybrid staff efficiently ensuring productivity accountability and compliance with organizational standards.
• Provides quality assurance oversight ensures timely correction of staff errors and addresses complaints efficiently develops performance improvement plans when standards are not met.
• Trains coaches and mentors staff on workflows policies corrective action plans (CAPs) performance improvement plans (PIPs) and documentation standards per BHN guidelines.
• Works to improve individuals served satisfaction and experience.

What you will bring:

• Masters Degree in Human Services Public Health Business Administration Organizational Psychology or related field required.
• Minimum 3 years call center or intake experience.
• Minimum 2 years previous supervisory experience required.
• Minimum 3 years experience in the mental health/substance use field.
• Excellent verbal and written communication skills.
• Experience and/or training (or willingness to learn) working with individuals with co-occurring mental health and Substance Use Disorders (SUD).
• Must have broad knowledge of mental illness.
• Must have familiarity with collecting and organizing data from various sources internet word processing and email systems.
• Demonstrates willingness and ability to treat challenging and diverse populations.
• Demonstrates cultural competence in dealing with individuals with a variety of different cultural backgrounds.

PAY RANGE: $75000 - $97500 per year

We Hire for HEART!

Since 1938 BHN has delivered high-quality culturally responsive behavioral health care across Western Massachusetts. Our core values Humanity Empowerment Accountability Respect and Teamwork guide how we serve how we collaborate and how we support one another. If youre ready to use your organizational and communication skills to support clinicians and help individuals access timely behavioral health services wed love to hear from you.

How do I apply

If you are interested in this opportunity please click Apply for Job below or visit our website at and click on Browse All Jobs to apply!

Required Experience:

Manager