Clinical Operations Manager

22 hours ago

Framingham, Massachusetts, United States Advocates Full time
Job Summary

We are seeking a highly motivated and experienced Clinical Operations Manager to join our team at Advocates. This role will provide oversight, supervision, and support to care coordination staff, ensuring the delivery of high-quality services to individuals and families in the MetroWest community.

Key Responsibilities
  • Facilitate training and provide supervision to care coordination staff.
  • Triage calls/requests to the telephonic navigation line, assess risk, and provide consultation to ensure individuals/families served are connected to the appropriate service/support.
  • Assist Project Director in overseeing staff workload and review documentation to ensure compliance with BHPMW standards and practices.
  • Assist in analyzing utilization and outcome data and identifying opportunities for quality improvement.
  • Develop and maintain deep knowledge of services offered by partner and affiliate agencies and community resources.
  • Develop close working relationships with key staff at partner agency programs and community resources while collaborating to ensure coordination of care and support work of care coordination staff.
  • In collaboration with the Senior Care Navigator, ensure all calls are answered or returned within the BHPMW's access standards and during all days/hours as determined by the Executive Director.
  • As needed by the program, provide direct telephonic navigation and care coordination support, including but not limited to: answering calls, receiving requests for services; assessing needs and connecting people to services; coordinating care with persons served, their families, PCPs, and service providers internal and external to the BHPMW partner agencies and following up to ensure people are well connected to the services they need and want.
Requirements
  • Masters degree in Social Work or related field and 3 years of experience working in a community-based behavioral health setting.
  • Minimum of 1-2 years of supervisory experience, preferred.
  • Demonstrated knowledge based and judgment necessary for independent clinical decision making.
  • Strong skills in the areas of communication, follow through, collaboration, and customer service.
  • Strongly prefer that a candidate will have a demonstrated understanding of and competence in serving culturally diverse populations.
  • Creativity, flexibility, sound judgment, and the ability to take initiative.
  • Ability to maintain personal and professional boundaries.
  • Excellent verbal and written communications skills.
  • Excellent organizational, time management, problem-solving skills.
  • Extensive knowledge/understanding of the behavioral health and social service delivery system and insurance literacy.
  • Strong Computer skills proficiency in contemporary Windows operating systems, Windows office suites, and Smartsheet; ability to learn new systems; experience entering and working with data; and comfort and experience using mobile technologies.
About Advocates

Advocates is committed to cultivating a diverse and welcoming community where everyone feels respected and valued. We foster a culture of inclusion that celebrates and promotes diversity along multiple dimensions, including race, ethnicity, sex, gender identity, gender expression, sexual orientation, age, national origin, socioeconomic status, religion, ability, culture, and experience.

We are a strong-knit community that values the ideas and contributions of our staff. We promote a healthy work-life balance and offer many generous perks of employment and room for advancement.

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