Mindoula is a fast paced, growing Behavioral Health organization that is seeking a well-organized, punctual, and dedicated Behavioral Health Practice Manager with great work ethic and a positive attitude to manage staff and direct program activities. The ideal candidate is attentive, professional, customer service driven, organized, and committed to excellent client care. This person will be responsible for the oversight, coordination, and administration of operations within the 3 outpatient behavioral health clinics in partnership with the Medical Director. Specifically, this is the immediate oversight of the outpatient program’s admin team and management of the operational systems to support the organization's strategic direction. This individual will serve as a representative for the clinics, and promote the best interests of the staff and the clients served.
Essential Functions:
● Support the vision, mission, values, and principles of Mindoula while making continuous
improvements with energy and enthusiasm. Function as a champion of change.
● Oversee day-to-day management of clinic operations.
● In partnership with the Axis Chief of Staff and the OPC Medical Director, develop and
implement clinic policies and directives.
● Manage and mentor professional, administrative, and clerical staff from the MMS admin
team. Provide leadership, education, appraisal, and guidance to administrative and remote
staff for 3 outpatient clinics.
● Operationalize and achieve overall program goals and strategies with multidisciplinary team
support, including modification of existing program operations to maintain or enhance
program standing and to effectively meet the needs of clients and the organization.
● Monitor and meet with accountability all operational targets for areas within span of control
and make appropriate recommendations for operational changes.
● Oversee utilization management and look to increase efficiency in the delivery of quality
behavioral health services.
● Oversee administrative procedures to meet objectives set by the Mindoula Executive Team
and outlined within the program contracts; provide timely and thorough feedback where
applicable.
● Identify program needs and establish criteria and protocols for access, use, and provision
of services. Develop and maintain departmental policies, procedures, objectives, or client
service standards, based on evidence-based practice guidelines or expert opinion.
● Complete staff training and performance reviews and engage in ongoing performance
management and coaching with staff; document performance; ensure performance issues,
conduct and ethical issues are addressed and resolved in a timely manner; follow through
with disciplinary actions as necessary.
● Maintain proper staffing patterns to ensure appropriate staff/client ratios and program
coverage .
● Provide primary on-call support for staff and secondary on-call support for clients after
hours and on weekends and holidays as needed.
● Hold regular staff and employee supervision meetings; provide consistent leadership by
assuring face to face time with all team members.
● Coordinate daily with admin team.
● Schedule appointments that maximize financial potential of clinicians and manage
workflow with impeccable attention to detail and profitability
● Handle complicated outstanding accounts and find resolution
● Coordinate, and assist when necessary, with other team members billing, payment posting
and A/R follow up tasks
● Complete and present extensive data on the profitability of the outpatient clinics
● Monitor client care satisfaction for quality in all clinic locations, implement changes as
needed, and reassess for improvement.
● Promote customer service and positive client experience.
● Attend meetings, as needed.
● Maintain accurate, detailed reports and records, and client communication logs.
● Collaborate with clinical staff and service providers to ensure optimal client care.
● Schedule or facilitate scheduling appointments and follow-up services.
● Provide backup admin coverage to team which may include contacting clients to remind
them about upcoming appointments and/or missed appointments.
● Report critical incidents and information regarding the quality of care issues.
● Prepare and maintain all required records, reports, and paperwork, maintaining
confidentiality of clients at all times.
● Use clear and accurate communication skills (both verbal and written) to facilitate
communication with the clients, clients’ family/caregivers, with staff, and treatment team;
produce high quality documentation that enables the clients to receive the best treatment
possible.
● Maintain accurate records of communication and activities in a professional, timely manner.
● Perform special projects as assigned.
Competencies:
● Customer Service orientation to achieve high client satisfaction and improve client
experience in every interaction
● Supervision skills, ability to motivate staff to reach outcomes
● Complete short-term projects with tight deadlines.
● Ensure the team adheres to rigorous client record keeping data entry and standards and
procedures
● Competently relate to clients, their families, and agencies involved with clients through
above average interpersonal skills.
● Uphold professional standards as a representative of Mindoula Health.
● Improve our program and work environment through constructive suggestions and show
each individual respect and compassion without crossing therapeutic boundaries, infringing
on ethical standards, or being drawn into unethical situations.
● Work as part of the clinical team; promote teamwork and unity.
● Respond positively to supervision and to recommendations for improved performance.
● Work under high stress with multiple priorities maintaining the ability to respond to clients
and their support systems in a healthy manner.
● Ability to coordinate and prioritize multiple tasks in a fast-paced environment.
● Ability to work under pressure of deadlines without sacrificing quality of work.
● Relate to clients in a non-threatening manner that is not rude, impersonal, or degrading to
the client.
● Establish appropriate boundaries with each client that encourages his or her growth but
does not foster dependency.
● Compliance: Ensure care is delivered according to applicable laws, regulations, policies, and
procedures, supporting the organization’s corporate integrity efforts by acting in an ethical
and appropriate manner, reporting known or suspected violation of applicable rules, and
cooperating fully with all organizational investigations and proceedings. Ensure health
information management requirements are met.
● Relationship Management: Develop, maintain and strengthen partnerships with others
inside or outside the organization.
● Problem Solving: Identify needs and take independent action to implement change when
and where it is needed; results-oriented. Ability to plan, organize, manage time, and
prioritize multiple tasks and assignments. Use effective follow-through.
● Communication: Excellent listening, verbal and written communication skills. Clearly and
accurately, relay information to staff, business partners, stakeholders, and clients.
● Ability to work cooperatively and effectively with others to set goals, resolve problems, and
make decisions that enhance organizational effectiveness.
● Ability to provide service recovery and deescalate situations in instances of client
complaints.
● Clinical: able to obtain all the information required for medication pre-authorization.
● Strong data reporting skills
● Must be detail-oriented and able to multitask.
● Excellent oral and written communication skills.
● Must be able to work in a fast-paced environment and have a strong sense of urgency.
● Ability to read and interpret various insurance companies' EOB's
● Ability to handle confidential matters on day-to-day basis
● Professional appearance, demeanor and telephone etiquette
Required Education and Experience:
● Bachelor’s Degree in counseling or related human services profession; Masters Degree
preferred. Degree in healthcare Management a plus.
● Excellent computer skills and experience with Google Suite software (Google Sheets) and
Microsoft Office software (Excel).
● Previous experience in clinic management that involves budgeting, financial analysis and
projection
● Previous work experience with insurance verification and intakes for a psychiatry practice
preferred
● Leadership skills and experience
Travel: This position requires up to 10%travel within the region.