Description: Salary Range: $53.65/hour - $65.91/hour

Job Summary:

Responsible for the supervision of Behavioral Health support staff and the delivery of extraordinary services to our members. Supports and directs the development, coordination, and implementation of process improvement projects to improve the quality and cost effectiveness of support services operations and the member experience.

Essential Responsibilities:

• Supervises daily operations and ensures staff provide the highest quality of service.


• Implements and maintains quality service standards to meet members and internal clients expectations.


• Acts as patient advocate resolving patient service issues.


• Recommends and evaluates processes to improve systems and patient service results across the continuum of care.


• Monitors budget and resource allocations.


• Monitors financial performance and identifies and recommends strategies to reduce costs and improve quality of service.


• Determines the appropriate staff mix for department and develops processes to screen, interview, hire, train, and maintain the competency of all department staff.


• Provides ongoing staff development.


• Implements and monitors departmental policies and procedures which support the organizations goals and business objectives and ensures they are met.


• Collaborates with physicians, department chiefs, health plan leaders and nursing manager in developing the appropriate Behavioral Health support services structure to support the day-to-day operations of the department.


• Manages and resolves human resource, labor relations, employee and department safety, and risk management issues.


• Monitors and evaluates real time service quality, systems, procedures and practices and makes appropriate adjustments.


• Develops and manages administrative processes to anticipate and meet the complex and changing demands on the departments service delivery system.


• Directs, coaches and mentors staff in the superior performance of their duties; sets goals and objectives for staff consistent with the department objectives and initiatives; provides feedback and follow-up. Works with institutional labor when necessary on resolving issues.


• Ensures proper ordering of supplies and new equipment in a fiscally responsible way.


• Determines appropriate staffing levels and implements contingency plans if needed for necessary staffing levels. Responsible for the daily review and approval of employees attendance and timecards ensuring adherence to all rules and regulations governing time and monitoring overtime across the region.


• Executes organizational and departmental goals with specific targets and metrics (including phone metrics).


• Understands, promotes and implements the Labor Management Partnership, including developing high a performing Unit Based Team.


• Owns the member experience and service quality of members and. Responds to escalated member issues.


• Under the direction of the Director of Nursing and Support Services, develops and implements strategic initiatives that enhance workflows and member responsiveness.


• Evaluates departmental functions, provides efficiency analysis and training as necessary to ensure quality and timely completion of work.


• Collaborates with clinic, other behavioral health leaders and departmental personnel on regional initiatives to ensure services are delivered efficiently and effectively.


• Collaborates with other KP departments to assure efficiencies in cross-over workflows and compliance standards (Pharmacy, Call Centers, Compliance, Risk Mgmt., etc.).


• Utilizes computer tools to monitor and manage operations.


• Execute on specific organizational and departmental goals with specific targets and metrics.


• Assures continuity of care and appropriate utilization of resources both within and outside of Behavioral Health Care.


• Ensures that the professional practice standards for group and/or individual therapeutic modalities and psychodiagnostic testing are maintained by clinicians.


• Evaluates the professional clinical practice of staff and provides professional staff with regular/appropriate training, direction and consultation.


• In concert with other personnel and physicians, responds to and resolves service, access and provider concerns/issues.


• Manages an effective human resources management system for staff including labor contract administration and performance evaluation of staff; hires, trains/orientates, coaches, disciplines and/or terminates.


• Analyzes departmental volume/workload indicators and evaluates/improves utilization and productivity of staff.

Basic Qualifications:
Experience

• Minimum two (2) years of experience in ambulatory care or other relevant healthcare experience required OR Minimum two (2) years in leadership capacity.

Education

• Bachelors degree in health care, public or business administration, or related field OR four (4) years of experience in a directly related field. High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• N/A

Additional Requirements:

• Demonstrated interpersonal skills; knowledge of ambulatory care practices/operations/issues.
• Ability to demonstrate proficiency with electronic health record as indicated within six months of hire.
• Must be able to work in a Labor/Management Partnership environment.
• Effective written and verbal skills required, as well as demonstration of excellent customer skills required.(Contact Center Sup).
• Demonstrated ability to effectively communicate, work with diverse teams, and produce outcomes. (Contact Center Sup).
• Independent, self-directed and proactive leadership skills.
• Experience working in complex environments.
• Excellent time management skills and ability to work in a changing, fast paced, busy environment with multiple demands.
• Proficiency in MS Word, Excel and PowerPoint.
• As assigned, maintains cash control system for reception. Maximizes collection of monies and co-pay collection. Ensures that cash is transferred, and records kept in accordance with established procedures.
• As assigned, evaluates system by which patient check-in, cash collection, waiting room management, etc. is delivered and implements and/or recommends appropriate changes and innovations. Addresses operational issues that arise in reception and appointment areas.
• As assigned, supervises the activities of the reception area to ensure the timely and efficient processing of phone calls, patient registration and appointment scheduling.
• Ensures team is utilizing culturally inclusive measures and procedures when conducting assessment and intervention.

Preferred Qualifications:

• Experience with supervision of a patient facing support services team with an understanding of providing excellent services while managing multiple workflows necessary for high quality outcomes.
• Three (3) years of management experience in a behavioral health care setting managing the workflow of a department or administrative staff.
• Licensed Psychologist (Colorado),Licensed Clinical Social Worker (Colorado), Licensed Professional Counselor (Colorado), or Licensed Marriage and Family Therapist (Colorado).

Primary Location: Colorado,Denver,Regional Office - Colorado
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 12:01 AM
Working Hours End: 11:59 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: NUE-CO-02|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Department: Colorado Regional Offices - Rgnl Med Fac-Admin-Mental Hlth - 1608
Pay Range: $116600 - $150810 / year The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: Yes, 50 % of the Time
On-site: Work location is on-site (KP designated office, medical office building or hospital). Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.

Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest

---