Manager, Behavioral Health Services, Massachusetts Behavioral Health Help Line Hours: Sun – Thurs 4pm - 12:30am Location: 200 State St. Boston, Massachusetts 02109 Virtual: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. The Manager, Behavioral Health Services is responsible for supporting and mentoring the frontline phone staff and as a subject matter expert for accounts and within the department. Supporting frontline staffing, coaching, mentoring through 1:1s and Performance management. Partnering with Quality and Training teams. Attending meetings to review performance and functioning of the line, process changes and improvements, staff development. Hires, trains, coaches, counsels, and evaluate performance of direct reports. Managing a team of licensed clinicians and non-clinical support staff responsible for telephonic crisis intervention, crisis screening and assessments, and connecting callers or providers with available resources to optimize quality outcomes and cost effective care. Supports quality improvement by identifying new business processes, recommending revisions to policies/procedures and providing quality control to ensure adherence to the appropriate policy, best practices, relevant clinical standards and contracts for an inbound and outbound 24/7 call center managing BH Services. Manages case consultation and education to customers and internal associates of effective utilization of BH services and leads development and maintenance of positive relationship with members, clients and providers; serves as a resource for direct reports, vendors, account management, implementation teams, privacy and compliance and infrastructure support teams.