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Monarch · 1 week ago

Behavioral Health Urgent Care Program Director

Concord, NC

Full-time

Onsite

Mid, Senior Level

$83K/yr - $83K/yr

2+ years exp

Monarch is a company that provides life-changing care in communities across North Carolina and Rhode Island. They are seeking a Behavioral Health Urgent Care Program Director to lead and direct business and clinical operations at the Behavioral Health Urgent Care, ensuring high standards in customer experience and staff development.

Non Profit

Responsibilities

Ensure that customers get the ultimate customer experience from all BHUC staff, whether in the waiting room, on the phone, or in a treatment experience

Serves as a tactical point person as it relates to the care of the people we support, staff development, physician relationships, quality initiatives, program development and corporate-wide success

Direct processes that meet or exceeds costs, quality, clinical, and utilization standards and performance measures. Responsible for monitoring customer wait times at the BHUC, customer satisfaction, timely and accurate documentation. Prepares and completes monthly and quarterly reports per the MCO contract and the State. This position will also work with the community integrated network to facilitate services from hospitals and referrals to BHUC

Provides community outreach for the BHUC with external providers and the community-at-large. This position will engage in public speaking and develop presentations to educate community partners on BHUC and the services provided and foster collaboration when appropriate

Ensure adequate supplies are available at all times and meet all accrediting body requirements

Investigate complaints, prepare reports on resolution, and provide an avenue for timely resolution of all concerns and complaints; Work to minimize complaints by ensuring the BHUC and staff meet high standards in terms of customer experience, quality, and outcomes

Ensure that the offices are appropriately staffed (to include adequate sub/ PRN staff) and well educated/trained working in conjunction with human resources for recruitment, hiring, orientation/onboarding, discipline, evaluation, and ongoing/ current training/education of all employees

Leads and directs the operations of the business office functions to ensure compliance and maximum reimbursement. Reviews weekly error reports, either works to resolve them directly or assigns staff to resolve them. Identifies repetitive errors, makes recommendations to leadership on how to solve them systemically or works with staff to resolve them locally

Prepare, administer, and oversee the budget in conjunction with the Senior Vice President of Operations, Director of Operations and the Budget Officer. Complete financial analysis on their location to ensure revenue and expenses are in alignment

Ensures communication occurs across shifts, teams, professionals, outside agencies, families and management staff

Develop collaborative relationships with other providers such as counselors, psychologists, and social workers, as well as physical health system including, hospitals, primary care specialty practices, and public health practices, to address access to care needs and coordinate care for individuals to promote whole person care

Demonstrate knowledge of and complies with all agency policies and procedures, as well as state regulations related to the BHUC in lieu of service in accordance with the MCO; also demonstrates knowledge of emergency procedures and assist in crisis situations. Attend and actively participate in meetings and training as required

Maintain current licensure and certification in all agency, state and federal training requirements

Complete all other relevant responsibilities as assigned by the supervisor

Driving and travel may be required

Qualification

Health Care ManagementRegistered Nurse (RN)Licensed Clinical Mental Health Counselor (LCMHC)Licensed Clinical Social Worker (LCSW)Licensed Marriage & Family Therapist (LMFT)Financial ManagementStaff TrainingDevelopmentPublic SpeakingCustomer ExperienceCollaboration