Intake and Compliance Manager
About The Position
The Intake and OMHC Compliance Manager oversees the day-to-day operations, coordination, and quality management of the agency’s intake process and related client-access functions. The role also monitors therapist productivity and compliance with agency productivity expectations, documentation requirements, and operational policies. The manager works closely with the OMHC Director, contract clinical supervisors, therapists, intake staff, and administrative personnel to support efficient client intake and admission and ensure that clinical staff meet agency expectations. The position provides administrative and operational oversight of assigned intake and support functions and may provide administrative supervision to 10 or more designated staff. It may monitor productivity, documentation, attendance, scheduling, policy compliance, and other employment-related performance expectations. Clinical supervision of licensed clinicians remains the responsibility of designated qualified clinical or contract supervisors, consistent with applicable requirements and agency policy.
Requirements
- A Maryland license as an LCSW-C, LCPC, or LMFT is required.
- Experience in behavioral health, mental health, social services, or an OMHC environment.
- Knowledge of behavioral health documentation, productivity standards, and clinical operations.
- Strong organizational, communication, problem-solving, and leadership skills.
- Ability to monitor staff performance and address performance concerns professionally.
- Ability to work effectively with licensed clinicians, contract supervisors, administrative staff, clients, and external referral sources.
Nice To Haves
- Master’s degree in social work, Counseling, Psychology, Human Services, Healthcare Administration, or a related field preferred.
- Five years of supervisory or management experience preferred.
Responsibilities
- Supervise and manage the day-to-day operations of the Intake Department and maintain standardized intake workflows and procedures.
- Monitor referrals from receipt through scheduling, assessment, admission, or appropriate disposition, and ensure responses meet agency timeframes.
- Monitor pending referrals, scheduled intakes, missed appointments, cancellations, admissions, waitlists, and client access.
- Identify intake-process barriers and delays and implement corrective measures.
- Ensure intake staff follow agency policies, procedures, documentation requirements, and applicable regulatory standards.
- Coordinate with clinical staff and contract supervisors on assignment of new clients.
- Monitor the quality and completeness of intake documentation and maintain accurate intake reports and statistics.
- Identify and report trends in referrals, admissions, no-shows, and client access to the OMHC Director.
- Monitor therapist productivity against agency policy and standards; review reports, identify deficiencies, follow up with therapists, and document interventions.
- Work with therapists to address barriers to productivity, including scheduling, cancellations, documentation delays, and caseload concerns.
- Monitor therapist schedules and completion of required documentation within agency timeframes.
- Provide productivity reports and updates to the OMHC Director, implement performance-improvement measures, and escalate persistent or significant concerns.
- Coordinate with contract clinical supervisors when productivity or performance concerns have a clinical component.
- Monitor staff compliance with agency policies and procedures and periodically review intake, scheduling, productivity, and documentation processes.
- Identify operational deficiencies, recommend corrective action, and assist with quality-improvement initiatives.
- Participate in internal audits and preparation for regulatory, payer, licensing, or accreditation reviews.
- Ensure staff understand policy and procedure changes and assist with developing and updating departmental procedures and workflows.
- Provide day-to-day administrative supervision and support to assigned staff and assist with onboarding and orientation.
- Provide performance feedback, conduct or assist with evaluations as assigned, address routine employee concerns, and escalate significant issues.
- Recommend disciplinary or corrective action to the OMHC Director when warranted and identify and coordinate training opportunities.
- Address operational barriers to client access and assist with complaints related to intake, scheduling, interpreter services, or access to care.
- Coordinate with clinical and administrative personnel to resolve service-delivery issues and assist with difficult or complex intake situations.
- Develop and maintain reports on referral volume, intake completion, admissions, referral disposition, therapist productivity, documentation compliance, scheduling, appointment availability, no-shows, and cancellations.
- Identify operational trends and recommend improvements; participate in staff and management meetings.
- Assist the OMHC Director with special projects and agency initiatives and perform other duties consistent with the position as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
