Senior Director, Behavioral Health

Job Summary

Develops best practices and methodology for conducting assessments and establishes best practices for providing diagnoses. Creates a culture that prioritizes empathetic communication when sharing results, discussing treatment plans, providing resources, and answering questions. Establishes best practices for member/patient advocacy and oversees the development of guidelines for incorporating customer feedback, establishes care experience standards and ensures they are effective across the organization, and guides the development of practices for the proper referral of members/patients and establishing relationships with providers. Oversees the development and implementation of current and future therapy programs to ensure quality services, identifying opportunities to maximize impact and removing roadblocks, and champions a culture of continuous improvement of programs, designs, or protocols, and leads strategic decisions regarding program continuation and optimization across departments and/or locations. Serves as a leader to influence and anticipate changes in guidelines as well as regulatory policies, standards, and procedures, ensuring ongoing compliance, establishing a relationship with Compliance, and establishes organization-wide processes for documentation, records, and reports according to regulations.

Essential Responsibilities

• Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization for self and others. Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Models and drives continuous learning and oversees the recruitment, selection, and development of talent; stays current with industry trends, benchmarks, and best practices; ensures performance management guidelines and expectations to achieve business needs. Acts as a thought leader on industry trends, benchmarks, and best practices; shares best practices within and across teams to drive improvement. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams.
• Oversees the operation of multiple units and/or departments by identifying member and operational needs; ensures the management of work assignment allocation and completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and ensures resolution of escalated issues. Sets and communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; obtains and distributes resources. Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly; ensures teams accomplish business objectives; serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy.
• Drives client care by: establishing best practices for member/patient advocacy and overseeing the development and implementation of guidelines for incorporating customer feedback and/or investigating member/patient complaints in alignment with KP standards for client care to maximize satisfaction; establishing high-quality member/patient care experience and service standards and ensuring they are up to date and effective across the organization; and guiding the development of practices and procedures for the proper referral of members/patients and establishing relationships with providers.
• Oversees compliant services by: serving as a leader to influence and anticipate changes in organizational, state, and federal guidelines as well as regulatory policies, standards, and procedures, ensuring ongoing, up-to-date compliance, establishing a relationship with Compliance; and establishing organization-wide processes for written and electronic documentation, records, and reports according to department, federal, and state regulations.
• Enables consistent high quality counseling services by: driving industry leading psychological/behavioral interventions across the organization that are safe, highly effective, and align with regional behavioral health initiatives; creating a culture that prioritizes empathetic and supportive communication with patients, members, or families when sharing results, discussing treatment plans, providing resources, and answering questions; and providing strategic oversight on the development and implementation of standards for assessing and treating urgent, high-risk clinical situations (e.g., crisis, suicidal) and providing prompt resolutions.
• Oversees evaluations and diagnoses by: developing best practices and methodology for conducting member/patient assessments and mental health evaluations, establishing best practices for providing diagnoses, evidence-based treatment plans, and approaches for identified diagnoses (e.g., individual and group therapy).
• Directs program development and management by: planning and overseeing the development and implementation of current and future therapy programs (e.g., in-/out-patient psychotherapy, chemical dependency) to ensure quality and effectiveness of services, identifying adjustment opportunities to maximize impact and removing roadblocks; championing a culture of continuous improvement to implement innovative systems and processes for outcome management as well as optimize clinical treatment programs, designs, or protocols; and leading strategic decisions regarding therapy program continuation and optimization across departments and/or locations, ensuring optimal use of member/patient care time.