Engagement Team Supervisor

JOB SUMMARY:

Working within MAHEC’s 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 MAHEC’s 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 efforts—alongside School-Based Therapy leadership—to 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 aren’t afraid to think on your feet and encounter a problem you don’t 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 don’t 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 don’t have to be an expert and view learning new technologies as an opportunity to grow professionally.