Practice Manager, Central Intake Call Center
The Practice Manager is responsible for the day-to-day operational effectiveness, administrative oversight, and client experience across BHN’s CBHC and Behavioral Health Urgent Care: BHUC outpatient services. Working collaboratively with CBHC and BHUC leadership, the Practice Manager oversees operational performance, access, efficiency, and compliance with regulatory and contractual requirements across multiple sites. The Central Intake Practice Manager collaborates effectively with outpatient CBHC and BHUC clients while working closely with Access Intake, scheduling, administrative support, and crisis teams.
The Practice Manager ensures organizational initiatives are implemented with fidelity, identifies operational gaps, and leads workflow redesign, training, and change initiatives as needed. This position provides strength-based, systems-focused leadership that promotes consistency, accountability, and alignment with organizational goals and best practices.
What you will do:
- Ensures customer service excellence in individuals served scheduling, Crisis, SUD, and Mental health call handling, and facilitates effective connections to care.
- Collaborates with program management and intake supervisors to support efficient, timely, and high-quality BHN service delivery.
- Improves access to care by efficiently routing individuals to available clinicians and reducing wait times.
- Manages telephone and voicemail systems in a timely, professional, and welcoming manner.
- Maintains knowledge of insurance carriers and oversees collection of copayments and self-pay processes.
- Manages and maintains telephone and voicemail systems, in a timely and welcoming manner, addressing individual served concerns/complaints timely.
- Reassigns and addresses phone tree needs during emergent situations, inclement weather, and site closures.
- Assists with scheduling, reassigning clinicians, and addressing scheduling needs in collaboration with CBHC & BHUC staff.
- Demonstrates knowledge and understanding of all workflows and processes of the division. Implements change when needed.
- Monitors and evaluates key operational metrics to ensure alignment with organizational and divisional expectations, including access scheduling, call standards, KPI’s, and contractual requirements of CBHC & BHUC programs.
- Monitors, audits and reviews incoming calls and monthly reports on a regular (weekly -monthly) basis to ensure quality screenings, appropriate call destination and customer service excellence from all staff.
- Leverages performance data and KPIs to enhance access to care and enable staff to adjust practices based on client needs
- Manages remote hybrid staff efficiently, ensuring productivity, accountability, and compliance with organizational standards.
- Provides quality assurance oversight, ensures timely correction of staff errors, and addresses complaints efficiently, develops performance improvement plans when standards are not met.
- Trains, coaches, and mentors staff on workflows, policies, corrective action plans (CAPs), performance improvement plans (PIPs), and documentation standards per BHN guidelines.
- Works to improve individuals served satisfaction and experience.
What you will bring:
- Master’s Degree in Human Services, Public Health, Business Administration, Organizational Psychology, or related field required.
- Minimum 3 years’ call center or intake experience.
- Minimum 2 years’ previous supervisory experience required.
- Minimum 3 years’ experience in the mental health/substance use field.
- Excellent verbal and written communication skills.
- Experience and/or training (or willingness to learn) working with individuals with co-occurring mental health and Substance Use Disorders (SUD).
- Must have broad knowledge of mental illness.
- Must have familiarity with collecting and organizing data from various sources, internet, word processing and email systems.
- Demonstrates willingness and ability to treat challenging and diverse populations.
- Demonstrates cultural competence in dealing with individuals with a variety of different cultural backgrounds.
PAY RANGE: $75,000 - $97,500 per year
We Hire for HEART!
Since 1938, BHN has delivered high-quality, culturally responsive behavioral health care across Western Massachusetts. Our core values — Humanity, Empowerment, Accountability, Respect, and Teamwork — guide how we serve, how we collaborate, and how we support one another. If you’re ready to use your organizational and communication skills to support clinicians and help individuals access timely behavioral health services, we’d love to hear from you.
How do I apply?
If you are interested in this opportunity, please click “Apply for Job” below or visit our website at www.bhnworks.org and click on “Browse All Jobs” to apply!
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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