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GENERAL DESCRIPTION:

The Program Manager is responsible for the overall clinical and operational leadership of the Behavioral Health Urgent Care (BHUC) program. This role provides direction to the clinical, administrative and nursing teams, while ensuring services are delivered in compliance with North Carolina Medicaid BHUC guidelines. The Program Manager supports trauma-informed, person-centered care and leads continuous quality improvement efforts.

GENERAL DESCRIPTION:

The Program Manager is responsible for the overall clinical, business and operational leadership of the Behavioral Health Urgent Care (BHUC) program. This role provides direction to the clinical, administrative and nursing teams, while ensuring services are delivered in compliance with North Carolina Medicaid BHUC guidelines. The Program Manager supports trauma-informed, person-centered care and leads continuous quality improvement efforts.

WORK DUTIES AND TASKS:

Job Duties:

• 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, and timely and accurate documentation. Prepares and completes monthly and quarterly reports as required. 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 positions are appropriately staffed 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 functions to ensure compliance and maximum reimbursement, working in conjunction with IFS COO, Administrative Director and Billing. 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 COO, and Administrative Director. 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; also demonstrates knowledge of emergency procedures and assist in crisis situations. Attend and actively participate in meetings and training as required.
• Other duties as assigned.

QUALIFICATIONS, EDUCATION AND EXPERIENCE REQUIREMENTS:

• Registered Nurse licensed to practice in North Carolina or Licensed Clinical Social Worker licensed to practice in North Carolina.
• Minimum of 2 years' experience in program management or clinical leadership, preferably in behavioral health or urgent care.
• Experience supervising clinical staff and implementing health protocols.
• Familiarity with Medicaid documentation, compliance, and trauma-informed care models.

In addition to competitive salaries and opportunities for advancement, full-time employees are offered a wide range of benefits to meet their individual needs, which includes:

Medical, Vision, Dental Insurance.

Life Insurance (Paid by Company).

PTO (Paid Time Off).

Paid Holidays.

Longevity Pay.

401K Retirement Plan.

Funeral Leave.

FMLA.

Supplemental Insurance offering through Aflac with Payroll Deduction.

Direct Deposit.

Training Opportunities.

Continuing Education Leave for Licensed Professionals (opportunity to gain free CEU's).

Free Clinical Supervision in Greenville (LCSWA/LCASA/CSAC).