SMI Program Operations Specialist

Valle del Sol•Phoenix, AZ

21h•$24 - $26

About The Position

The SMI Program Operations Specialist supports the daily operations, service coordination, and performance monitoring of Valle del Sol’s Serious Mental Illness (SMI) program. The role coordinates court-ordered treatment (COT) tracking, provider schedules, referrals, care transitions, member follow-up, and program documentation to promote continuity of care and effective service delivery. Using a strengths-based, trauma-informed, culturally responsive, recovery-oriented, and patient-centered approach, the Specialist helps identify service gaps, reduce barriers to care, support patient engagement, and facilitate timely coordination of services. The position works with patients, providers, interdisciplinary teams, and community partners while referring clinical questions and decisions to authorized staff. The role maintains operational trackers and records, monitors assigned quality indicators, prepares routine reports, and supports data validation, audits, workflow improvement, and follow-up on documentation gaps. Work may occur in clinical, office, or community settings and may involve local travel between Valle del Sol or community locations. Schedules may vary according to program needs and may include evening or weekend hours. The position requires compliance with confidentiality, safety, documentation, credentialing, training, and other applicable organizational and regulatory requirements.

Requirements

High school diploma or GED.
At least two years of experience in administrative operations, program coordination, care coordination support, or customer service in healthcare, behavioral health, social services, managed care, or a related setting.
Experience maintaining accurate records, tracking deadlines or service activity, and preparing reports or status updates.
Experience communicating with diverse individuals and coordinating information across teams while protecting confidential information.
Meet Valle del Sol’s applicable Behavioral Health Technician (BHT) qualification, credentialing, and competency requirements.
Perform assigned behavioral health services, including case management and care coordination, within demonstrated competencies, under applicable clinical supervision, and in accordance with organizational policies and payer requirements.
Practice within the scope of applicable credentials, consistent with organizational policies and populations served.
BLS certification, or ability to obtain it within five days of the start date.
Arizona Level I Fingerprint Clearance Card, or ability to obtain it within five days of the start date.
At least 18 years of age.
Authorized to work in the United States; applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available.
Able to pass pre- and continued-employment screenings successfully.
Ability to maintain COT trackers, service deadlines, referral and transition records, and follow-up lists accurately.
Ability to compile, validate, and interpret routine operational reports, performance measures, and care-gap data, and identify discrepancies for escalation.
Proficiency with EHR systems, Microsoft Outlook, Excel, Word, Teams, and related documentation and reporting tools.
Strong organizational skills, attention to detail, and ability to manage competing priorities and deadlines.
Ability to distinguish administrative tracking and coordination from clinical judgment, treatment decisions, and legal determinations.
Ability to communicate effectively with patients, staff, and community partners.
Ability to maintain accurate documentation and comply with regulatory requirements.
Ability to work effectively in a multidisciplinary team environment.
Ability to provide culturally responsive and trauma-informed services.
Ability to handle sensitive information discreetly and respond professionally to complex or emotionally charged situations.

Nice To Haves

Associate’s or bachelor’s degree in behavioral health, public health, social services, healthcare administration, or a related field.
Experience supporting SMI or community behavioral health programs, including COT tracking or related court documentation workflows.
Experience with EHR systems, healthcare quality measures, care-gap monitoring, referral workflows, or care transitions.
Familiarity with AHCCCS and Arizona behavioral health service systems.
Specialized training related to SMI.

Responsibilities

Coordinate provider schedules, team calendars, appointments, referrals, eligibility follow-up, and daily SMI program workflows.
Track hospital admissions, discharges, transfers, and transitions of care; communicate updates and outstanding follow-up needs to appropriate team members.
Participate in interdisciplinary meetings, document operational action items, and follow up with responsible staff.
Serve as an operational point of contact for members, families, providers, hospitals, courts, and community partners, referring clinical questions and decisions to authorized staff.
Maintain COT tracking lists, deadlines, appointments, required contacts, and supporting records in accordance with established procedures.
Coordinate collection and routing of court-related documents and status updates to designated clinical or legal personnel, escalating missing, overdue, or inconsistent information.
Track appointment attendance, reported medication follow-up needs, service engagement, and other required activities without independently determining treatment compliance or directing clinical care.
Monitor assigned operational and quality indicators, including behavioral health care gaps, service intensity, member engagement, hospitalizations, and outcome measures.
Prepare and maintain accurate census reports, tracking lists, dashboards, and routine performance reports; flag exceptions and trends for review.
Enter, scan, upload, reconcile, and maintain timely member and program documentation in the EHR and approved systems.
Support data validation, audit preparation, workflow improvement, and follow-up on assigned quality or documentation gaps.
Protect confidential member information and follow privacy, safety, documentation, and compliance requirements.
Collaborate respectfully across disciplines, participate in required training, and contribute to process improvement.
Perform other related duties as assigned.