Behavior - Behavioral Health Manager (on-site)

Behavioral Health Program Manager

We are an FQHC community health center dedicated to embodying the values central to American Indian cultures. This includes respect for our patients, acknowledgement of the whole person, and a focus on working together to ensure health for the individual, and therefore the community. This position provides operational oversight to ensure timely patient access, efficient scheduling, optimal provider productivity, and high-quality patient-centered care.

The Behavioral Health Program Manager is responsible for monitoring workflows, managing patient access initiatives, improving referral processes, supporting and coordinating grant outreach activities, and ensuring operational performance aligns with organizational goals, HRSA requirements, and quality standards.

Must be able to demonstrate knowledge and skills necessary to perform all job-related activities as outlined below.

Essential Duties and Responsibilities

Primary Functions:

1. Oversee the daily operations of the Behavioral Health Department.
2. Monitor provider schedules to maximize patient access and provider productivity. Review provider schedules daily to identify opportunities to fill open appointment slots.
3. Collaborate with Behavioral Health Patient Service Representatives (BHPSRs) to maintain full provider schedules.
4. Monitor appointment utilization and implement strategies to minimize appointment gaps.
5. Coordinate with Insurance Plans authorizations for BH services, track session counts and authorizations. Update the BH Payer Matrix on a monthly basis.
6. Work in collaboration with the Grants department to streamline referral process and warm hand-offs to expedite and promote incoming referrals from the community.
7. Ensure appointment templates are maintained accurately.

Scheduling and Access to Care

1. Monitor and actively manage cancellation lists (sending out weekly updates to ensure timely updates) to promptly fill cancelled appointments.
2. Maintain and review provider caseload (sending out weekly reports to providers) lists to improve continuity of care.
3. Coordinate patient reengagement efforts to schedule overdue follow-up appointments.
4. Monitor no-show and reschedule rates and implement strategies to improve attendance.
5. Develop workflows that improve patient access while reducing appointment wait times.

Patient Outreach and Engagement

1. Coordinate outreach efforts with Grants department to build a streamlined referral process with warm handoffs when possible.
2. Work with patients who do not have an SDAIHC Primary Care Provider (PCP) to: Transfer their medical home to SDAIHC whenever appropriate. Obtain required referrals from outside PCPs when necessary.
3. Collaborate with insurance companies and managed care organizations to obtain external behavioral health referrals and authorizations.
4. Support patient navigation throughout the referral process.

Referral Management

1. Monitor internal and external behavioral health referrals.
2. Work collaboratively with the Grants Department to increase referrals into Behavioral Health programs.
3. Develop workflows that improve referral completion rates.
4. Monitor referral turnaround times.
5. Ensure referrals are processed timely and accurately.

Integrated Care Coordination

1. Collaborate with Medical and Dental leadership to strengthen integrated care initiatives.

Responsibilities include:

1. 1. Facilitating warm handoffs from Medical providers.
   2. Facilitating warm handoffs from Dental providers.
   3. Facilitating warm handoffs from Grants department Outreach staff.
   4. Coordinating same-day behavioral health appointments when clinically appropriate.
2. Improving communication between Behavioral Health, Medical, and Dental teams.
3. Participating in interdisciplinary care planning meetings.

Outreach and Community Engagement

1. Attend community outreach events representing Behavioral Health services.
2. Assist with:
• New patient registration
• Insurance eligibility verification
• Referral coordination
• Scheduling behavioral health appointments
3. Collaborate with the Outreach Team to facilitate warm handoffs into Behavioral Health services.
4. Promote behavioral health services within the community.

Electronic Health Record (EHR) Oversight

1. Ensure behavioral health documentation workflows are followed.
2. Monitor provider work queues.
3. Ensure "Jellybeans" (EHR messaging/tasks) are reviewed, assigned, and cleared timely.
4. Monitor outstanding provider tasks and facilitate timely completion.
5. Identify workflow improvements within the EHR.

Key Performance Indicators (KPIs)

1. The Behavioral Health Program Manager will be evaluated on measurable outcomes including:
2. Provider schedule utilization maintained at organizational targets.
3. Reduction in appointment no-show and cancellation rates.
4. Timely management of cancellation and waitlists.
5. Improved patient access and reduced appointment wait times.
6. Increased completion of internal and external referrals.
7. Increased successful warm handoffs from Medical, Dental, and Grants Outreach.
8. Timely resolution of EHR tasks ("Jellybeans").
9. Increased patient engagement and continuity of care through effective caseload management.
10. Improved collaboration with Medical, Dental, Outreach, and Grants departments.
11. Achievement of departmental productivity, quality, and patient satisfaction goals.
12. Compliance with organizational policies, HRSA requirements, and applicable regulatory standards.

Qualifications:

Minimum Qualifications:

1. Bachelor's degree in Healthcare Administration, Behavioral Health, Social Work, Public Health, Business Administration, or a related field.
2. Minimum three (3) years of healthcare operations or behavioral health management experience.
3. Experience supervising staff preferred.
4. Experience with integrated behavioral health.

Preferred:

1. Experience serving a multinational, multicultural population.
2. FQHC background.
3. Familiarity with Community Health Clinics and/or Indian Health Clinics.

Special Conditions of Employment:

1. CPR/ BLS certification: Maintain a current Basic Life Support (BLS) certification issued by the American Heart Association (AHA), the American Red Cross, or an equivalent organization. Certification must include an in-person, hands-on skills assessment. Online-only certifications are not accepted.
2. Annual background checks: Consent to annual background checks as a condition of continued employment, to ensure compliance with organizational standards and eligibility requirements.
3. For-Cause Drug Screening: Comply with drug screening requirements when initiated by the organization for cause, to support a safe, compliant, and drug-free workplace.
4. Ongoing Compliance Requirements: Maintain up-to-date compliance with all required annual renewals, including professional licenses, certifications, physical examinations, TB testing, and mandatory regulatory trainings as assigned by the San Diego American Indian Health Center (SDCHC).

Knowledge, Skills, and Abilities:

1. Excellent oral and written communication skills.
2. Excellent time management skills
3. Excellent organizational skills and attention to detail.
4. Ability to maintain confidentiality and meticulous records.
5. Effective interpersonal skills.
6. Able to deal effectively with a diversity of individuals.
7. Ability to establish and maintain cooperative working relationships with all during the course of work.
8. Able to perform basic mathematical calculations necessary to perform the job function.
9. Must be reliable and extremely trustworthy.
10. Demonstrated proficiency in Microsoft Suite or related programs.

Physical and Mental Requirements:

1. Able to lift/move up to 10 pounds, move from place to place.
2. Able to sit at a desk and work on a computer for prolonged periods.
3. Able to stand, bend and reach for prolonged periods.
4. Ability to do math, organize and prioritize workload, work effectively and efficiently under stress.
5. Ability to supervise, multitask, understand, and follow instructions.

San Diego American Indian Health Center