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Program Manager
2 weeks ago
Reports To: Director of Outpatient Services
Direct Report(s): Clinical Supervisor, Wraparound Services Supervisor, other assigned staff
Classification: Exempt; Salary; Full-Time
Position Summary:
The Program Manager - Transitional Aged Youth (TAY) Outpatient Services provides program-level leadership and management for VOA Alaska's outpatient services serving older adolescents and young adults. The Program Manager is responsible for day-to-day operations and performance of TAY outpatient services, including access and scheduling, clinic flow, staffing coverage, and coordination across clinical and wraparound services.
The Program Manager directly supervises the TAY Clinical Supervisor and the Wraparound Services Supervisor (or equivalent roles assigned to TAY services) and works through them to support and hold accountable clinical and wraparound staff. The role focuses on creating an operational approach and environment that are developmentally appropriate for young adults, monitors program metrics specific to TAY services, and ensures alignment with organizational policies and regulatory and payer requirements.
Responsibilities
Provide daily leadership for TAY Outpatient Services so young adults experience timely, respectful, and developmentally appropriate services that support transition to adulthood.
Oversee TAY program operations, including scheduling of individual and group services, clinic flow, coordination of telehealth or hybrid services, and other logistical needs that fit the schedules and responsibilities of young adults.
Work to reduce no-shows and cancellations by developing and supporting scheduling and communication approaches that fit school, work, and other commitments common for young adults.
Coordinate staffing and daily coverage by working through the TAY Clinical Supervisor and Wraparound Services Supervisor, ensuring adequate coverage and continuity of care for TAY clients.
Directly supervise the TAY Clinical Supervisor and Wraparound Services Supervisor, provide regular check-ins and feedback, and hold them accountable for supervision, service quality, and alignment with program expectations and the model of care.
Monitor program-level metrics for TAY services, including referral sources and volume, access and wait times, attendance and no-show rates, caseload mix, engagement and completion patterns, and TAY client feedback, and use this information with the Director and clinical leaders to guide improvement.
Support implementation of grants and contracts within TAY services by understanding program requirements and deliverables, helping ensure accurate data collection and reporting, and aligning program workflows and priorities with funder expectations.
Ensure that youth outpatient documentation is complete, timely, and accurate and that it adheres to payer requirements, ASAM criteria, CARF standards, and other applicable regulatory expectations.
Ensure that TAY outpatient operations and staff practices comply with VOA Alaska policies, documentation standards, and regulatory and payer requirements, including Medicaid and any specialized contracts or grants.
Support incident reporting, safety practices, and crisis response within TAY Outpatient Services in collaboration with the TAY Clinical Supervisor, Wraparound Supervisor, and other leaders, including ensuring appropriate documentation, communication, and follow-up.
Collaborate with clinical and wraparound leaders to support consistent implementation of VOA Alaska's philosophy and model of care for transitional aged youth, including engagement, motivational work, skill-building, and transition planning.
Support orientation and training for TAY staff from an operational perspective and reinforce expectations related to workflows, communication, transition-focused practices, and collaboration with adult-serving systems.
Serve as an operational point of contact for TAY Outpatient Services with internal departments (Medical, Admissions/Access, Billing, QA/Compliance, HR, IT, Facilities) and external partners (colleges, workforce and vocational programs, housing and supportive services, adult behavioral health providers, and other community agencies).
Participate in division and organizational meetings and workgroups as assigned and help implement changes and initiatives at the TAY outpatient program level.
Skills
Program operations - Manages daily TAY outpatient workflows, scheduling, clinic flow, and coordination of space and telehealth or hybrid services with attention to the needs and schedules of young adults.
Supervision through leaders - Directly supervises the TAY Clinical Supervisor and Wraparound Services Supervisor and works through them to support and hold accountable clinical and wraparound staff.
Young adult engagement and access - Understands the unique needs, barriers, and developmental tasks of transitional aged youth and shapes access, scheduling, and engagement strategies that fit this population.
Trauma-informed, developmentally appropriate practice - Supports a trauma-informed, culturally responsive, and developmentally appropriate environment for older adolescents and young adults and reinforces these expectations with supervisors and staff.
Communication and coordination - Communicates effectively with staff, TAY clients and their supports, internal departments, and external partners such as colleges, employers, housing agencies, and adult behavioral health providers; coordinates across teams and systems to support smooth operations and client experience.
Qualifications
Education - Bachelor's degree in behavioral health, social services, health administration, or a related field is required; an equivalent combination of education and extensive relevant work experience may be considered. A master's degree in a behavioral health field is preferred but not required.
Experience - Extensive experience in behavioral health, youth and young adult-serving, or healthcare programs, typically at least three years, with outpatient or community-based services strongly preferred; one to two years in a lead, supervisory, or coordination role is preferred; experience working specifically with transitional aged youth or young adults is strongly preferred.
Knowledge and other requirements - Familiarity with outpatient behavioral health operations and documentation standards and a basic understanding of payer requirements such as Medicaid is preferred; knowledge of systems that frequently interact with TAY (education, workforce, housing, adult behavioral health) is helpful; ability to pass all required background checks and clearances; commitment to trauma-informed, culturally responsive, and developmentally appropriate practice; ability to work a schedule that supports young adult access, which may include some early evening hours; valid driver's license and reliable transportation.
Working Conditions
The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Works in office areas. Interacts with staff, consultants, and outside vendors. May be subjected to interruptions throughout the workday.
While performing the duties of this job the employee is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to lift up to 25 pounds. The vision requirement includes close vision.
Acknowledgement
Every effort has been made to identify the essential functions of this position. However, this job description in no way states or implies that these are the only duties you may be required to perform. The omission of specific descriptions of duties does not exclude them from the position if the work is similar, related or can be considered essential to this position.
