Behavioral Health Urgent Care Program Director

MONARCH; Concord (NC); On-site; USD 80,000 - 98,000; Full time

Job summary

Monarch Healthcare in North Carolina seeks an experienced leader to direct the Behavioral Health Urgent Care (BHUC) operations, collaborating with administrative teams to optimize the customer experience, staff development, finances, and accreditation compliance.

The role oversees staffing, budget administration, quality initiatives, and community partnerships, ensuring timely documentation, effective risk management, and alignment with MCO contracts and state regulations. Travel may be required.

Qualifications

• Bachelor's degree is required.
• Must hold one of: RN, LCMHC, LCSW, LMFT.
• 2-4 years health care management experience required.

Responsibilities

• Ensure customers have an outstanding experience across BHUC staff, in person and by phone.
• Serve as tactical lead for care, staff development, physician relationships, quality initiatives, and program development.
• Direct processes to meet costs, quality, clinical and utilization standards; monitor wait times and documentation.
• Coordinate community outreach and educate partners on BHUC services to foster collaboration.
• Ensure adequate supplies and adherence to accrediting standards.
• Oversee staffing, recruitment, onboarding, and ongoing training in coordination with HR.
• Lead business office operations to ensure compliance and maximize reimbursement; review error reports and drive corrective actions.
• Prepare, administer and oversee location budget; analyze finances to align revenue and expenses.
• Foster cross-shift communication and relationships with providers, hospitals, and public health entities.
• Maintain licensure and certifications; participate in required trainings.

Skills

Health Care Management

Leadership

Communication

Education

Bachelor's Degree

Job description

Scheduled Weekly Hours:

40

Schedule :

Monday-Friday (8am-5pm)

Pay Range Minimum:

$89,440.00

Education We’re Looking for:

Bachelors (Required)

Certifications We’re Looking For:

Drivers License (Valid) - USA, Licensed Clinical Mental Health Counselor (LCMHC) - State Board of Licensed Professional Counselors, Licensed Clinical Social Worker (LCSW) - State Social Work Certification and Licensure Board, Licensed Marriage and Family Therapist (LMFT) - State Marriage and Family Therapy Licensure Board, Registered Nurse (RN) - State Board of Nursing

Experience We’re Looking For:

Health Care Management Experience| 2-4 Years| RequiredManagement Experience| Not Required

Additional Details:

Must have one of the following qualifications:

• Registered Nurse (RN)
• Licensed Clinical Mental Health Counselor (LCMHC)
• Licensed Clinical Social Worker (LCSW)
• Licensed Marriage & Family Therapist (LMFT)

Job Description Summary:

The primary purpose of this role is to lead and direct Monarch’s business and clinical operations at the Behavioral Health Urgent Care (BHUC) in collaboration with all administrative departments to include but not limited to all aspects of the customer experience, staff training and development, financial management and accreditation/compliance.

What You’ll Do:

• Ensure that customers get the ultimate customer experience from all BHUC staff, whether in the waiting room, on the phone, or in a treatment experience.
• Serves as a tactical point person as it relates to the care of the people we support, staff development, physician relationships, quality initiatives, program development and corporate-wide success.
• Direct processes that meet or exceeds costs, quality, clinical, and utilization standards and performance measures. Responsible for monitoring customer wait times at the BHUC, customer satisfaction, timely and accurate documentation. Prepares and completes monthly and quarterly reports per the MCO contract and the State. This position will also work with the community integrated network to facilitate services from hospitals and referrals to BHUC.
• Provides community outreach for the BHUC with external providers and the community-at-large. This position will engage in public speaking and develop presentations to educate community partners on BHUC and the services provided and foster collaboration when appropriate.
• Ensure adequate supplies are available at all times and meet all accrediting body requirements.
• Investigate complaints, prepare reports on resolution, and provide an avenue for timely resolution of all concerns and complaints; Work to minimize complaints by ensuring the BHUC and staff meet high standards in terms of customer experience, quality, and outcomes.
• Ensure that the offices are appropriately staffed (to include adequate sub/ PRN staff) and well educated/trained working in conjunction with human resources for recruitment, hiring, orientation/onboarding, discipline, evaluation, and ongoing/ current training/education of all employees.
• Leads and directs the operations of the business office functions to ensure compliance and maximum reimbursement. Reviews weekly error reports, either works to resolve them directly or assigns staff to resolve them. Identifies repetitive errors, makes recommendations to leadership on how to solve them systemically or works with staff to resolve them locally.
• Prepare, administer, and oversee the budget in conjunction with the Senior Vice President of Operations, Director of Operations and the Budget Officer. Complete financial analysis on their location to ensure revenue and expenses are in alignment.
• Ensures communication occurs across shifts, teams, professionals, outside agencies, families and management staff.
• Develop collaborative relationships with other providers such as counselors, psychologists, and social workers, as well as physical health system including, hospitals, primary care specialty practices, and public health practices, to address access to care needs and coordinate care for individuals to promote whole person care.
• Demonstrate knowledge of and complies with all agency policies and procedures, as well as state regulations related to the BHUC in lieu of service in accordance with the MCO; also demonstrates knowledge of emergency procedures and assist in crisis situations. Attend and actively participate in meetings and training as required.
• Maintain current licensure and certification in all agency, state and federal training requirements.
• Complete all other relevant responsibilities as assigned by the supervisor.
• Driving and travel may be required.

Benefits:

We offer a competitive and flexible total rewards package designed to support the diverse needs of our team members. In addition to base compensation, eligible employees have access to a range of customizable benefits and perks, which may include comprehensive health coverage, retirement plans, professional development support, and more. Specific offerings are tailored to the role, employment type, and location. We look forward to discussing the details of your personalized compensation and benefits package—and what matters most to you—during the interview process.

Make a Difference in Someone’s Life!

At Monarch, we work together to provide life-changing care in communities across North Carolina and Rhode Island. As a team, we provide hope, promote wellness, and empower individuals and families impacted by mental illness, substance use disorders, intellectual and developmental disabilities, and traumatic brain injury.

You Belong at Monarch Healthcare

You deserve a positive and encouraging work environment - a place where you can do your best work and grow as a professional. That is just what you’ll find at Monarch Healthcare. Here, we care for people, including our team members. We offer a comprehensive, competitive benefits package that supports full-time and part-time team members and their families. More than just a job, this opportunity with Monarch Healthcare will give you room to spread your wings and grow because we believe in promoting from within and developing future leaders.

Monarch Healthcare is an Equal Opportunity Employer

Monarch Healthcare offers opportunities as diverse as the people we support and the communities we serve. Monarch Healthcare is an equal opportunity employer and we are firmly committed to supporting and celebrating all forms of diversity.

Monarch Healthcare does not accept paper applications.Any person with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Monarch Healthcare job search or selection process, should contact [e-mail] or call [phone].

This job description in no way implies that these are the only duties and responsibilities to be performed.You will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor.This job description is subject to revision at the discretion of Monarch Healthcare.

Department:

BH - Non-Service