Manager, BH Services, Massachusetts Behavioral Health Help Line
About The Position
Manager, Behavioral Health Services, Massachusetts Behavioral Health Help Line Hours: Sun - Thurs 8 am -4:30 pm Location: 200 State St. Boston, Massachusetts 02109 Hybrid 2: This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office. 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.
Requirements
- Requires current, active, unrestricted license in Massachusetts such as LCSW, LICSW (as applicable by state law and scope of practice), LMHC, LPC, LMFT, RN or Clinical Psychologist to practice as a health professional within the scope of licensure in Massachusetts.
- Prior experience in Managed Care setting required.
- MS in social work, counseling, psychology or related behavioral health field or a degree in nursing and minimum of 5 years of clinical experience with facility-based and/or outpatient psychiatric and chemical dependency treatment and prior utilization management experience; or any combination of education and experience, which would provide an equivalent background.
Nice To Haves
- Prior experience in Crisis Work and call center environment is strongly preferred.
- Previous leadership experience strongly preferred.
- Experience applying clinical and policy knowledge on the continuum of Behavioral Health treatment strongly preferred.
Responsibilities
- 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.
Benefits
- In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
- medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
