Under the direction of the Behavioral Health Service Line Operations Director, the Behavioral Health Operations Manager serves as the on-site leadership for Behavioral Health operations. Coordinates the daily delivery of quality patient care in the integrated Care Delivery System and delivers optimal member experience. Executes on the service delivery model in partnership with the Service Chief and Director. The Behavioral Health Operations Manager has direct oversight of Behavioral Health and Chemical Dependency Services along the care continuum and accountability for ensuring consistency of service delivery and treatment programs across the Mid-Atlantic Region.

• Plans, organizes and directs the work of the Behavioral Health department to ensure safe, high quality patient care. Manages the daily clinical operations, including staffing schedules, phone access to the health care team, and patient flow. Ensures departments provides timely access to an episode of care. Ensures that high quality, efficient, and medically appropriate treatment programs that are evidenced-based are delivered throughout the service area and region. Provide clinical supervision of mid-level providers: psychotherapists, psychologists and advanced practice nurses other professional staff including nurses and mental health assistants.
• Collaborates with the Chief of Behavioral Health to design, manage, and continually improve the operations of the department in accordance with strategic goals and targets and within appropriate clinical guidelines, including identifying and developing strong diagnostically responsive and preventive programming that addresses patient needs at the outpatient level of care.
• Executes the service delivery plan for the department, set by the Chief and Director. Standardize workflows across the service area and reduce service area variation in accordance with regional expectations. Directs and leads customer service, service recovery, and MPS initiatives.
• Works with Human Resources staff to recruit and hire staff; coordinates comprehensive orientation of new staff, and completes annual performance evaluations, competencies, etc. Collaborates with Health Plan leaders to establish performance goals and provides counseling, coaching, feedback, recognition, training and development to staff.
• Assists with budget development and is responsible for payroll and non-payroll targets and variances. Creates action plans for areas not meeting target.
• Supports, co-leads, and champions UBT work in and across the department. Responsible for process improvement, including but not limited to the following: efficiencies in the work flow (i.e. reducing waste, skills/role maximization, work flow revisions).
• Responsible for facility and equipment within the clinical departments and associated building egress space. Reports and escalates work orders exceeding service level agreement.
• Partners with regional and service area space planning committees and teams. Manages space in the clinical areas to ensure appropriate assignment and utilization.
• Monitors and validates workflows in KPHC and other related electronic health record systems. Support documentation and upgrade initiatives, and address issues with direct reports and staff, as needed.
• Serves as on-site leader to the health care team, as needed and serves as Behavioral Health expert for the region. Act as service area representative for Behavioral Health leadership team in the KP Mid-Atlantic.
• Under the guidance of the service area, analyze data and prepare data driven written and oral updates to leadership or other stakeholders.
• Maintains current knowledge of applicable federal and state regulations or laws and monitors changes to ensure organizational adaptation and compliance. Ensures department is compliant with all accreditation, licensing, and regulatory requirements.
• Maintains proficiency and competency in clinical skills, techniques, etc. Provides direct patient care, as needed.