1915(i) Community Behavioral Health Support (CBHS) Services Program Manager (HCPM/MPD)

State-of-Washingto; Olympia (WA); Remote; USD 90,000 - 130,000; Full time

Job summary

The Washington Health Care Authority (HCA) is seeking a 1915(i) Community Behavioral Health Support Services Program Manager to oversee CBHS operations, develop procedures, and manage referrals and intakes for Washingtonians. This remote, full-time role supports program goals while aligning with state and federal requirements.

The position requires strong public relations, collaboration, and policy development skills, with a focus on high-volume communications, training, and contract language

Qualifications

• Excellent public relations and customer service, with conflict resolution.
• Familiarity with care coordination contract terms and processes.
• Strong written and oral communication for diverse audiences.
• Ability to facilitate timely communication between internal and external partners.
• Experience in technical and non-technical report writing for varied stakeholders.
• Knowledge of HIPAA, Medicaid rules, and managed care concepts.
• Seven years of combined experience and/or higher education; public health/public admin/social work background.

Responsibilities

• Oversee day-to-day CBHS operations for 1915(i) waivered services.
• Develop procedures and policies to handle high email and project volumes.
• Review referrals and intakes; ensure state and federal compliance.
• Coordinate communications as owner of the HCA 1915(i) mailbox with clinical staff.
• Develop training materials and resource guides for external stakeholders.
• Draft contract language for managed care contracts for 1915(i) services.

Skills

Public relations

Customer service

Conflict resolution

Communication

Collaboration

Problem solving

Equity lens

Education

Public health degree

Public admin degree

Social work degree

Tools

ProviderOne MMIS

Job description

1915(i) Community Behavioral Health Support (CBHS) Services Program Manager

This is a full-time, permanent, remote position. Employees may occasionally be asked to attend an in-person meeting or event based on business needs.

All HCA employees are required to be Washington state residents upon their first day of employment.

The Opportunity

This health care program manager oversees the day-to-day operations of 1915(i) waivered behavioral health services, which includes processing referrals and reviewing intakes for Washingtonians applying to utilize these services. This program manager will also develop procedures and policies to enhance the unit’s ability to process the high volume of emails and projects that arise.

Key Responsibilities

• Serve as a subject matter expert on 1915(i) waivered services, including the Community Behavioral Health Support Services (CBHS) Program.
• Develop and implement 1915(i) waivered services within state and federal requirements, including setting and adjusting program goals, objectives, and priorities.
• Review and investigate managed care organization (MCO) and enrollee referrals for service requests.
• Monitor, evaluate, and audit program compliance within state and federal requirements.
• Serve as owner of the HCA 1915(i) mailbox. Coordinate all communication and consults with clinical staff on responses.
• Research, develop, and implement training, program materials, and other resource guides for external stakeholders.
• Make recommendations, provide oversight of process improvement, and communicate any changes to affected external stakeholders.
• Develop policy and procedures related to 1915(i) services and provides input to clinical staff on process and coordination.
• Develop and draft contract language for the managed care contracts for 1915(i) services.

Why You’ll Love This Role

• You will work on a developing program that goes through regular evolution.
• You will develop policy and procedures at the state level, which has broad direct impact on Washingtonians accessing health care services.
• You will have the opportunity to creatively solve problems, often with limited information or with evolving conditions.

What You Bring

• Flexibility: You can adapt to system changes, at times with limited guidance.
• Creative problem solving: You are able to ask the right questions in coming up with creative solutions.
• High-volume environment: You work well in a high-volume environment where you may perform similar tasks day-to-day at a high level.
• Collaboration: You work well with external partners who have competing priorities.

Required Qualifications

Experience may have been gained through paid or unpaid activities. Please ensure any relevant experience defined below is outlined in your cover letter, resume, and application.

• Demonstrated ability in excellent public relations and customer service skills, including conflict resolution and negotiating techniques, especially relating to client/provider interactions.
• Demonstrated ability in familiarity with care coordination contract terms and processes.
• Demonstrated ability in communication skills, including written and oral presentations for a wide variety of audiences, community members, provider groups, clients and client advocates.
• Demonstrated ability in ability to facilitate timely communication and interchange between diverse groups of internal and external departments, agencies and the public.
• Demonstrated ability in experience in technical and non-technical report writing for both low-literacy audiences and others, such as executive leadership, internal staff, contractors and interested stakeholders.
• Demonstrated ability in critical systems thinking skills.
• Demonstrated ability in State and federal managed care and related laws (e.g., HIPAA) laws, policies, regulations and procedures on Medicaid and healthcare both within and outside HCA.
• Demonstrated ability in Medicare rules and regulations on eligibility, enrollment, Part C, Part D, grievance and appeals, and quality performance.

Required Competencies

• Equity lens – All HCA employees are required to consider equity in their decisions, processes, and day-to-day work, including how their work may affect the people and communities we serve.
• The ability to take action to learn and grow – You take action to learn and grow by seeking new perspectives, learning from experiences, and using what you’ve learned to continuously improve how you work and serve others.
• The ability to take action to meet the needs of others – You take action to meet the needs of others by listening, understanding different perspectives, and responding with care, respect, and solutions that support the people of the communities we serve.

Preferred Qualifications

• Demonstrated experience managing projects, including team facilitation and process improvement methods.
• Expertise in facilitating meetings with internal and external stakeholders.
• Demonstrated experience in data analysis and clear communication of complex data analysis results for multiple audiences.
• Demonstrated experience processing a high volume of email communications utilizing a shared inbox.
• Demonstrated skills in collaboration across multiple parts of an organization to accomplish goals.
• Knowledge of the structure and function of the various sub-divisions of the Health Care Authority and the Department of Social and Health Services, including experience in cross system collaboration, team building and aligning internal and external resources in support of program development to ensure the delivery of quality health care services to high-risk clients.
• Ability to analyze data related to contract performance and other issues relating to managed care contracts.
• Seven years of a combination of experience and/or higher education.
  • Education is in public health, public administration, business administration, social work or closely related field. (Bachelor’s degree = 4 years, associate degree = 2 years)
  • Experience is consultative or supervisory in health services, social services, Medicare programs, Medicaid programs or social security disability programs.
• Four (4) years of experience working with managed care operations, delivery systems, customer service activities and policy issues to ensure provision of high-quality care to Medical Assistance enrollees;
• Two (2) years of experience in program development, implementation and evaluation of Medicare;
• Four (4) years of experience working with diverse client populations with chronic illnesses, especially clients with behavioral health issues; including cultural competency in working with an ethnically diverse population.
• Two (2) years of experience in participating in and facilitating meetings and task forces involving internal partners.
• One (1) year of experience in operating the ProviderOne MMIS system and related data and information systems.

About the Division

The mission of the Medicaid Programs Division (MPD) within the Health Care Authority (HCA) is to provide high-quality administrative services to assist in the purchase and delivery of medical assistance program services to clients and members. MPD works across the agency and in partnership with the health care community and community stakeholders to develop and manage high-quality, evidence-based health care programs and purchase services that enhance Medicaid clients’ ability to access appropriate, quality health care. This supports the mission of providing quality services that enhance our clients’ ability to obtain and access health care.

The Washington State Health Care Authority:

Better Health. Better Care. A Healthier Washington.

At HCA, we work to ensure people across Washington have the opportunity to be as healthy as possible. As the State’s largest health care purchaser and behavioral health authority, HCA serves nearly 3 million Washington residents through Apple Health (Medicaid), Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) programs, and behavioral health services. Through this work, HCA purchases and coordinated care coverage, supports behavioral health prevention, treatment, crisis response, and recovery and helps strengthen access to high -quality care across Washington.

More than a benefits package:

We want our employees to have the support, flexibility, and benefits they need to do their best work and build a career that works for their life. As a Washington State HCA employee, you’ll have access to a comprehensive benefits package that supports your health, financial well-being, and work-life balance. Our benefits are designed to support you today while helping you plan for the future. Learn more about why HCA by visiting Voices of HCA and the Who we are section of our website.

Your total compensation is more than your paycheck:

• Remote work and flexible schedules
• Medical, dental, vision, and basic life insurance
• Paid vacation, sick leave, and 12 paid holidays
• Paid Family and Medical Leave (PMFL)
• Retirement options to plan for the future
• Training and professional development opportunities
• Employee wellness programs
• Learn more about Washington State Employee Benefits

Work Location and Schedule:

This is a full-time 40-hour-per-week remote position. Our standard business hours are Monday through Friday, 8 a.m. to 5 p.m., with alternative work schedules considered based on business needs and supervisor approval. In this role you will regularly collaborate with colleagues, agency leaders, state and federal partners, and other external partners or customers. Occasional travel may be required for meetings, training, or other business needs. All employees are required to report to our Olympia office on their first and final day of employment.

Our commitment to an inclusive workplace

The Health Care Authority is an equal opportunity employer. We are committed to creating a workplace where employees are respected, included, and supported in bringing their experiences, perspectives, and ideas to work.

Our commitment to inclusion is reflected in how we work together and serve the people of Washington. HCA also supports five voluntary employee led Employee Resources Groups (ERGs), which create opportunities for connection, community, learning, and professional growth.