The Director of Behavioral Health Operations efficiently manages the operational delivery of patient care and supports BH providers so that patients experience care that is seamless, responsive and of high quality.
With respect to operations, evaluate, plan, coordinate, and supervise BH operational work flows health center wide. Oversee operational work flows with respect to referrals, scheduling, prior authorizations, check in process, delivery of care, LOS coding, productivity, re-authorizations, denials, and patient communications. Work with health center middle managers on the effective operation of current work flows and protocols. Use quality improvement tools to create more efficient work flows. Supervise, train, and coach Practice Manager, BH PASS supervisors in their role managing front desk operations at BH 20 Central, 280 Complex Addiction Team, and School Based Health Center. Supervise Operational Management team, including the project managers, data managers, and quality improvement managers, scheduling/provider productivity manager, and behavioral health department administrative coordinator. Supervise Utilization Review team. Utilize data, staff feedback, and observations to monitor operational quality and trends. Respond to operational problems with team-based solutions appropriate to the situation. Ensure effective communication with other LCHC departments when needed to maintain effective operations. Ensure effective communications with MCO’s with regards to contract expectations, performance meetings, and authorizations. Oversee hiring and on boarding of BH support staff as well as progressive discipline process.
Work with BH clinical managers to support providers, ensure efficient management of provider’s daily schedules balancing patient access with provider needs. Supervise the Practice Manager to ensure the timely management of patient communications, faxing, responding to outside agency requests, and other patient care related tasks including medication prior authorizations. Work collaboratively with clinical managers to trouble shoot problems, manage patient complaints, provider complaints, and ensure smooth patient flow. In conjunction with clinical managers oversee room schedule, on call schedule, biweekly time sheets, vacation, CME, and sick requests, and schedule change requests. Oversee on-boarding and exit process. Manage appropriate transfer of patients.
Meet regularly with the CBHO to review operational performance and provider support needs. Ensure management staff is prepared to report out on high priority operational measures including call answer rates, check in volume, referral management metrics, no show rates, outcome measures, patient experience of care results, productivity, schedule utilization, and denials. Manage and create data reports as needed. Ensure team is prepared to report successes and problems and are prepared to brain storm solutions. Work with CBHO and clinical managers on program development, project implementation, and expansion of services.
Participate in joint commission reviews and on compliance activities. Utilize quality improvement tools and a team-based approach to improving operations and delivery of patient care. Participate in management, planning and committee meetings as appropriate. Be involved in program development and lead project teams. Participate in conferences and represent the agency to the external professional community as needed. Build relationships with stakeholders at a variety of levels and communicate effectively verbally, non-verbally, and electronically. Actively train, mentor, and coach BH managers so they can perform at a high level and function independently. Promote team work and problem solving at a front line and managerial level. Train managers to gather identify problems, understand causes, and present issues and solutions synthesizes managerial observations, data, and input from multiple stake holders.
The Director position is a regular full-time position under the direction of the Chief Behavioral Health Officer but is responsible to multiple stake holders across the organization.
DUTIES AND RESPONSIBILITIES:
Leadership and Direction:
- Establish performance goals based on the Operational Plan and track/report progress against goals.
- Provide vision for program development by identifying trends and opportunities.
- Work with outside agencies in developing and providing mental health services as contracted.
- Represent the department to other organizations, especially MCO’s, and help to maintain partnerships.
- Meet regularly with appropriate administrators to review programs.
- Foster teamwork and leadership in department with special emphasis on administrative and clinical managers working in a highly collaborative manner.
Staff Supervision, Development, Training and Education
- Supervise Practice Manager in his/her duties, ability to collaborate effectively in the organization, and supervise reception staff, office coordinator staff, intake coordinators, and integration associates.
- Supervise Operational Management team, including project/quality managers, data managers, scheduling/provider productivity manager, and behavioral health department administrative coordinator.
- Supervise Utilization Review team.
- Provides center-wide direction and mentoring for managers and administrative support staff members on BH operations and provider support staff needs.
- Recruit high quality managers and staff and train them to become high performers.
- Regularly evaluate and give feedback on staff and team performance. Utilize progressive discipline when needed.
- Provide appropriate staff development and training opportunities to ensure a high level of organizational and operational skills with knowledge of mental health issues.
- Manage orientation and training for all new BH employees.
- Provide ongoing feedback to clinical staff in BH department on following operational and administrative procedures and policies.
Administrative, patient, and provider support
- Work with CBHO and health center to determine appropriate staffing levels related to operational needs, annual budget, and strategic plan.
- Work with CBHO and health center to set yearly performance goals and manage to achieve them, collaborate to create mediation plan if not meeting goals.
- Oversee process for appropriate assignment and processing of new referrals.
- Oversee process of prior authorizations, authorizations, and denial management.
- Oversee scheduling process to ensure appropriate utilization of clinical schedules.
- Oversee office space assignment process to ensure optimal utilization of space.
- Oversee process for payroll approval and schedule changes.
- Participate in Quality Assurance meetings related to service delivery and participate in creating corrective action plans as needed.
- Participate in Compliance activities related to insurance audits, DPH audits, and JACHO and other accreditation activities.
- Ensure operational procedures are compliant with LCHC policies and procedures. Recommend updates to policies and procedures as needed.
- Review data analytics related to operations including, no show rates, schedule utilization, authorization reports, referral processing, and provider productivity.
- Coordinate service recovery process for patient complaints for BH department with appropriate clinical managers.
- Collaborate with appropriate clinical and BH front line managers and other health center staff for dealing with high risk waiting room behaviors including training, intervention, safety assessment, and debriefing. Involve appropriate health center and department staff in process.
- Oversee process of data flow to department managers and providers.
- Work with data specialist to monitor the internal and external data collection and reporting needs.
- Contribute to grants and various initiatives as determined by Chief of Behavioral Health Officer.
- Monitor and report to Chief of Behavioral Health Officer on budget line items and review billable hours and staff productivity on a weekly basis.
- Provide guidance concerning day-to-day delivery of practice elements to ensure smooth operations.
- Assist in implementation of Quality Improvement Program, “True North”, initiatives, and goals.
- Manage Behavioral Health on-call coverage.
- Conduct annual staff performance evaluations as determined by HR department.
- Conduct employment interviews to meet the department’s staffing needs.
- Responsible for the administrative supervision of all support staff members of the Behavioral Health Department.
- Demonstrates an understanding of customer service principles by successfully completing on-line Customer Service training.
- Utilizes the principles of customer service when interacting with patients/clients, team members and staff from other departments.
- Appropriately handles or seeks support when customer service breakdowns occur.
- Demonstrates a knowledge of culture by successfully completing the on-line training on Cultural Competence.
- Utilizes an appreciation of and respect for diversity when interacting with patients/clients, team members and staff from other departments.
- Responds appropriately or seeks support when confronted with cultural biases or conflicts.
- Is aware that in order to respond promptly and appropriately to emergencies, any staff member may be assigned duties that differ from those in the job description or may be assigned temporarily to a different location or schedule.
- Understands that all staff should have a Personal Emergency Plan in place to best respond to his/her job responsibilities should health center emergency arise.
PROFESSIONAL EXPERIENCE AND QUALIFICATIONS:
- Master’s Degree in Health Administration or equivalent is preferred.
- At least five years of administrative/supervisory experience in the health care field, preferably nonprofit sector.
- Ability to provide leadership and operational team management.
- Ability to use independent judgment and discretion in making decisions which may impact the organization.
- Ability to effectively supervise onsite and remote workforce.
- Demonstrated experience in working on sustainable program development initiatives.
- Experience with quality improvement methodologies.
- Extensive experience in and understanding of behavioral health work flows, insurance requirements, regulatory requirements, and standards of care.
- Experience working with multi-cultural vulnerable populations and sensitivity to issues pertaining to stigma of mental illness as well as cultural, religious, racial, disability, and gender issues.
- Knowledge of HIPAA, compliance management and program administration regulations.
- Up to date immunization and annual TB testing is required.
- Hepatitis B vaccine and annual flu immunization are strongly recommended.
- All necessary vaccines are available at no charge at the health center.
- Results of inquiry to Criminal Offender Record Investigation (CORI) must be acceptable under health center standards.
Lynn Community Health Center (LCHC) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LCHC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. LCHC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LCHC’s employees to perform their job duties may result in discipline up to and including discharge.
Job Posting ID # 18-106