Behavioral Health Urgent Care Program Director

Monarch • Concord, NC

23h

About The Position

The Behavioral Health Urgent Care Program Director leads and directs Monarch’s business and clinical operations at the Behavioral Health Urgent Care (BHUC), working with administrative departments on customer experience, staff training and development, financial management, and accreditation and compliance. The role oversees operational processes and performance measures, customer wait times and satisfaction, documentation, reporting, supplies, staffing, business office functions, and location budgets. It also coordinates with community providers, hospitals, families, and other partners to improve access to care and promote whole-person care. Driving and travel may be required.

Requirements

• Bachelor’s degree required.
• Two to four years of healthcare management experience required.
• Must hold one of the following qualifications: Registered Nurse (RN), Licensed Clinical Mental Health Counselor (LCMHC), Licensed Clinical Social Worker (LCSW), or Licensed Marriage and Family Therapist (LMFT).
• Valid U.S. driver’s license.
• Maintain current licensure, certification, and required agency, state, and federal training.

Responsibilities

• Ensure customers receive a high-quality experience from BHUC staff in the waiting room, over the phone, and during treatment.
• Serve as a tactical point person for care delivery, staff development, physician relationships, quality initiatives, program development, and organization-wide success.
• Direct processes to meet or exceed cost, quality, clinical, utilization, and performance standards.
• Monitor customer wait times and satisfaction, and ensure timely and accurate documentation.
• Prepare monthly and quarterly reports required by MCO contracts and the State.
• Work with the community integrated network to facilitate services from hospitals and referrals to BHUC.
• Conduct community outreach, public speaking, and presentations to educate partners about BHUC services and foster collaboration.
• Ensure supplies are available and requirements of accrediting bodies are met.
• Investigate complaints, report on resolutions, and support timely resolution of concerns; help prevent complaints by maintaining high standards for customer experience, quality, and outcomes.
• Ensure appropriate office staffing, including substitute and PRN staff; work with Human Resources on recruitment, hiring, onboarding, discipline, evaluations, and ongoing training and education.
• Lead business office operations to support compliance and maximum reimbursement; review weekly error reports, resolve or assign errors, identify recurring issues, and recommend systemic solutions.
• Prepare, administer, and oversee the budget with the Senior Vice President of Operations, Director of Operations, and Budget Officer; analyze location finances to ensure revenue and expenses are aligned.
• Ensure communication across shifts, teams, professionals, outside agencies, families, and management.
• Develop collaborative relationships with behavioral and physical health providers, hospitals, primary care and specialty practices, and public health practices to coordinate care and address access needs.
• Comply with agency policies, procedures, and state regulations related to BHUC services; maintain knowledge of emergency procedures and assist in crisis situations.
• Attend and actively participate in required meetings and training.
• Maintain current licensure, certification, and required agency, state, and federal training.
• Perform other relevant responsibilities assigned by the supervisor.
• Drive and travel as required.

Benefits

• Competitive and flexible total rewards package, with offerings that may include comprehensive health coverage, retirement plans, and professional development support.
• Comprehensive, competitive benefits package for full-time and part-time team members and their families.
• Opportunities for professional growth and development, including promotion from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager