Supervisor, Operations

Your Role

The Behavioral Health Care Management team provides care coordination, case management, advocacy, and education to members receiving behavioral health care. The Supervisor, Operations (Behavioral Health) will report to the Sr. Manager, Behavioral Health Care Management. In this role you will manage and coach a team of Clinical Service Coordinators, contribute to the leadership team of Behavioral Health Care Management, optimize member outcomes, improve care coordination processes, and ensure compliance with care management regulatory requirements. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning. 

Your Work

• Be responsible for routine operations and people management functions 
• Foster a great place to work communicating clear roles and responsibilities and building successful working relationships across the organization
• Consult and make recommendations to management on operational issues
• Use concepts and abilities to manage processes and operations, including procedural changes, inventories, and workload management
• Apply policies and procedures within health care operations
• Contribute to the behavioral health care coordination process to improve member engagement and outcome
• Assist with onboarding and training of incoming staff, providing proactive and guided support throughout the onboarding process 
• Oversee designated queues and workstreams, determining workloads for the Clinical Services Coordinators in production-based environments
• Manage the workflows for processing faxes, routing authorizations, coordinating with Case Management and Utilization Management clinicians, and member outreaches
• Collaborate with Case Management and Utilization Management leadership to improve processes and workflows supporting Behavioral Health Care Management teams

 

Your Knowledge and Experience

• Requires a minimum of 5 years of prior relevant experience
• Requires a minimum of 2 years of experience operating in a lead role or equivalent leadership training or manager training 
• Requires a high school diploma
• Requires at least 2 years of prior experience with managed health plans or case management departments, or a similar medical or behavioral management department
• Desired certification and/or training as a patient advocate, health coach, care navigator, or other relevant health plan experience
• Ability to work in a fast-paced production environment with occasional overtime needed (including weekends) to ensure regulatory standards are met
• Knowledge, desire, and interest in clinical workflows, especially those pertaining to behavioral health, such as case creation, member research, issue resolution, UM-related functions, and the ability to coach and teach others the same skills