Behavioral Health Urgent Care Program Director

MONARCH•Concord, NC

3d•$83,000

About The Position

The primary purpose of this role is to lead and direct Monarch’s business and clinical operations at the Behavioral Health Urgent Care (BHUC) in collaboration with all administrative departments to include but not limited to all aspects of the customer experience, staff training and development, financial management and accreditation/compliance.

Requirements

To qualify for the Behavioral Health Urgent Care Program Director position, you must have at least two (2) years of Health Care Management Experience
Registered Nurse (RN)
Licensed Clinical Mental Health Counselor (LCMHC)
Licensed Clinical Social Worker (LCSW)
Licensed Marriage & Family Therapist (LMFT)
Bachelors (Required)
Drivers License (Valid) - USA

Responsibilities

Ensure that customers get the ultimate customer experience from all BHUC staff, whether in the waiting room, on the phone, or in a treatment experience.
Serves as a tactical point person as it relates to the care of the people we support, staff development, physician relationships, quality initiatives, program development and corporate-wide success.
Direct processes that meet or exceeds costs, quality, clinical, and utilization standards and performance measures. Responsible for monitoring customer wait times at the BHUC, customer satisfaction, timely and accurate documentation. Prepares and completes monthly and quarterly reports per the MCO contract and the State. This position will also work with the community integrated network to facilitate services from hospitals and referrals to BHUC.
Provides community outreach for the BHUC with external providers and the community-at-large. This position will engage in public speaking and develop presentations to educate community partners on BHUC and the services provided and foster collaboration when appropriate.
Ensure adequate supplies are available at all times and meet all accrediting body requirements.
Investigate complaints, prepare reports on resolution, and provide an avenue for timely resolution of all concerns and complaints; Work to minimize complaints by ensuring the BHUC and staff meet high standards in terms of customer experience, quality, and outcomes.
Ensure that the offices are appropriately staffed (to include adequate sub/ PRN staff) and well educated/trained working in conjunction with human resources for recruitment, hiring, orientation/onboarding, discipline, evaluation, and ongoing/ current training/education of all employees.
Leads and directs the operations of the business office functions to ensure compliance and maximum reimbursement. Reviews weekly error reports, either works to resolve them directly or assigns staff to resolve them. Identifies repetitive errors, makes recommendations to leadership on how to solve them systemically or works with staff to resolve them locally.
Prepare, administer, and oversee the budget in conjunction with the Senior Vice President of Operations, Director of Operations and the Budget Officer. Complete financial analysis on their location to ensure revenue and expenses are in alignment.
Ensures communication occurs across shifts, teams, professionals, outside agencies, families and management staff.
Develop collaborative relationships with other providers such as counselors, psychologists, and social workers, as well as physical health system including, hospitals, primary care specialty practices, and public health practices, to address access to care needs and coordinate care for individuals to promote whole person care.
Demonstrate knowledge of and complies with all agency policies and procedures, as well as state regulations related to the BHUC in lieu of service in accordance with the MCO; also demonstrates knowledge of emergency procedures and assist in crisis situations. Attend and actively participate in meetings and training as required.
Maintain current licensure and certification in all agency, state and federal training requirements.
Complete all other relevant responsibilities as assigned by the supervisor.
Driving and travel may be required.