Clinical Operations Manager

$65,000 - $65,000/Yr

Advocates - Framingham, MA

Full-time - Mid Level

Framingham, MA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Clinical Operations Manager at Advocates is responsible for overseeing care coordination staff and providing clinical oversight in a community-based setting. This role involves triaging and coordinating behavioral health, social services, and primary healthcare services for individuals and families in the MetroWest community. The manager will also provide training, consultation, and support to staff while maintaining strong relationships with external providers, ensuring a welcoming and culturally sensitive service delivery approach.

Responsibilities

• Facilitate training and provide supervision to care coordination staff.
• Triage calls/requests to the telephonic navigation line, assess risk & 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 the 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.
• Provide direct telephonic navigation and care coordination support as needed, including answering calls, assessing needs, and connecting people to services.
• Ensure that navigation support and care coordination services are delivered in a welcoming, recovery-oriented, trauma-informed, culturally sensitive environment.
• Broker timely access to needed services within the partner and affiliate agencies and other resources.

Requirements

• Master's degree in Social Work or a related (Clinical) field.
• 3 years of experience working in a community-based behavioral health setting.
• 1-2 years of supervisory experience preferred.
• Demonstrated knowledge and judgment necessary for independent clinical decision making.
• Strong communication, follow-through, collaboration, and customer service skills.
• 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 communication skills.
• Excellent organizational, time management, and problem-solving skills.
• Extensive knowledge 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.

Nice-to-haves

• Experience in a leadership role within a behavioral health setting.
• Familiarity with mobile technologies and data management systems.

Benefits

• $1,500 Sign On Bonus (applicable to external candidates only)
• Hybrid work schedule
• Generous perks of employment
• Opportunities for advancement
• Healthy work-life balance