What are the responsibilities and job description for the Central Intake Manager position at Behavioral Health Network, Inc (BHN)?
Behavioral Health Network (BHN) is the largest provider of behavioral health services in Western Massachusetts and was recently recognized by The Boston Globe as a Top 10 Employer in Massachusetts. We are also proud to be a Certified Great Place to Work. If you are a strong operational leader who thrives in fast-paced, high-volume environments and is passionate about improving access to care, consider joining our team as a Practice Manager supporting our Central Intake Call Center.
What We Offer
As Practice Manager, you will oversee the day-to-day operations of the Central Intake Call Center, ensuring timely access to care, high-quality customer service, and strong operational performance.
Since 1938, BHN has delivered high-quality, culturally responsive behavioral health care across Western Massachusetts. Our core values — Humanity, Empowerment, Accountability, Respect, and Teamwork — guide how we lead, how we serve, and how we support one another.
If you’re ready to lead operations that improve access to care and enhance the experience for individuals seeking services, we’d love to hear from you.
Apply today at www.bhnworks.org
Pay: $48,000-$62,000
What We Offer
- Mission-Driven Impact – Play a critical role in connecting individuals to behavioral health services across the region
- Operational Leadership – Oversee access, efficiency, and client experience across CBHC and BHUC services
- Team-Based Environment – Collaborate with clinical, intake, and administrative leaders
- Growth Opportunity – Lead workflow improvements, training, and system-wide initiatives
- Competitive Compensation & Benefits – Generous PTO, 403(b), tuition reimbursement, and comprehensive benefits
As Practice Manager, you will oversee the day-to-day operations of the Central Intake Call Center, ensuring timely access to care, high-quality customer service, and strong operational performance.
- Lead daily operations of intake, scheduling, and call center workflows across multiple sites
- Improve access to care by optimizing scheduling, reducing wait times, and routing individuals effectively
- Monitor call quality, KPIs, and operational metrics to ensure performance standards are met
- Manage and support hybrid staff, ensuring productivity, accountability, and compliance
- Oversee phone systems, call routing, and response during high-volume or emergent situations
- Collaborate with program leadership to align workflows and improve service delivery
- Provide coaching, training, and performance management to intake and support staff
- Address customer concerns and ensure a high-quality, professional experience for individuals served
- Lead process improvement initiatives and implement organizational changes effectively
- Master’s Degree in Human Services, Public Health, Business Administration, or related field required
- Minimum 3 years of call center or intake experience
- Minimum 2 years of supervisory experience required
- Experience in behavioral health or substance use services preferred
- Strong leadership, organizational, and problem-solving skills
- Ability to analyze data and use metrics to drive performance improvements
- Excellent communication and customer service skills
- Comfortable working in a fast-paced, high-demand environment
- Demonstrated cultural competence and ability to work with diverse populations
Since 1938, BHN has delivered high-quality, culturally responsive behavioral health care across Western Massachusetts. Our core values — Humanity, Empowerment, Accountability, Respect, and Teamwork — guide how we lead, how we serve, and how we support one another.
If you’re ready to lead operations that improve access to care and enhance the experience for individuals seeking services, we’d love to hear from you.
Apply today at www.bhnworks.org
Pay: $48,000-$62,000
Salary : $48,000 - $62,000