Practice Manager-CBHC

Behavioral Health Network, Inc (BHN); Worcester (MA); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

PTO (Paid Time Off)

403(b) retirement plan

Educational assistance

Medical insurance

Dental insurance

Vision insurance

Employee assistance programs

Certified Great Place to Work

Job summary

Behavioral Health Network (BHN) is seeking a Practice Manager to lead the CBHC Central Intake and ensure timely access to services across Western Massachusetts. This role requires oversight of staff, workflow optimization, and collaboration with leadership to meet performance standards.

The ideal candidate has a behavioral health background, strong supervisory experience, and proven ability to analyze data, drive process improvements, and maintain high-quality patient interactions within BHN’s

Qualifications

• Bachelor's degree in a behavioral health, human-services, healthcare administration, business, or related field.
• At least three years of call-center, access-center, central-intake, or related intake experience.
• At least two years of supervisory or people-management experience.
• At least three years of experience in behavioral health or mental health services.
• Proficiency with electronic health records, call-center or telephone systems, Microsoft Office or comparable software.

Responsibilities

• Lead the daily operations of CBHC Central Intake, ensuring welcoming, timely, efficient access to BHN services.
• Ensure department goals, CBHC performance specs, service standards, and KPIs are met.
• Use referral, access, call-center, and outcome data to identify trends and develop improvement plans with senior leadership.

Skills

Analytical skills

Customer service

Leadership

Communication

Time management

Education

Bachelor's degree in behavioral health, healthcare admin, business, or related field

Tools

Electronic health records

Call-center systems

MS Office

Job description

Behavioral Health Network (BHN) is a leading statewide provider of behavioral health services and a Certified Great Place to Work. Since 1938, BHN has helped individuals, families, and communities thrive through compassionate, high-quality care and support. With deep roots in Western Massachusetts and a growing presence in communities throughout the state, we are currently seeking a Practice Manager to join our Community Behavioral Health Center (CBHC) team and help advance our mission of empowering people to live healthier, more fulfilling lives.

What We Offer

• Purpose-Driven Work - Make a meaningful impact in the lives of individuals, families, and communities throughout Western Massachusetts.
• Professional Growth - Access ongoing training, mentorship, career development, and advancement opportunities across one of the region's largest behavioral health organizations.
• Supportive Team Culture - Join a collaborative workplace guided by our HEART values: Humanity, Empowerment, Accountability, Respect, and Teamwork.
• Stability & Opportunity - Build your career with a well-established organization serving Western Massachusetts since 1938.
• Comprehensive Benefits - Generous PTO, 403(b), educational assistance, medical, dental, vision, employee assistance programs, and more.
• Certified Great Place to Work - Work for an organization recognized for creating a positive and engaging employee experience.

What You Will Do

• Lead the daily operations of CBHC Central Intake, ensuring individuals receive welcoming, timely, efficient, and high-quality access to BHN services and appropriate levels of care.
• Ensure department goals, CBHC performance specifications, service standards, and key performance indicators are consistently achieved.
• Use referral, access, call-center, and outcome data to identify trends, evaluate performance, remove barriers to care, and develop improvement plans with senior leadership when expectations are not met.
• Collaborate with Central Intake leadership and supervisors to coordinate workflows, prioritize urgent needs, and ensure effective and timely connection to care across BHN programs.
• Serve as a liaison among BHN levels of care, clinical and operational teams, community partners, individuals served, families, and other stakeholders.
• Supervise assigned team members and provide oversight to Intake Supervisors, including coaching, performance feedback, accountability, and support for professional development.
• Participate in recruitment, onboarding, training, scheduling, and performance management, ensuring team members remain current with position requirements and that staffing meets CBHC standards.
• Monitor the quality and timeliness of telephone, voicemail, and intake interactions and ensure complete, accurate documentation of each individual contact in the electronic health record.
• Maintain working knowledge of insurance carriers, intake requirements, referral pathways, phone-tree routing, and other systems needed to connect individuals with appropriate services.
• Promote a collaborative, customer-focused, and accountable team culture; resolve workflow or interpersonal concerns appropriately; complete administrative responsibilities; and perform other assigned duties.

Who You Are

• Bachelor's degree in a behavioral health, human-services, healthcare administration, business, or related field required.
• At least three years of call-center, access-center, central-intake, or related intake experience required.
• At least two years of previous supervisory or people-management experience required.
• At least three years of experience in behavioral health or mental health services required.
• Demonstrated ability to lead service operations, manage workflows and staffing schedules, monitor performance expectations, and support compliance with program requirements.
• Strong analytical and problem-solving skills, including the ability to interpret key performance indicators, recognize trends, determine root causes, and implement effective solutions.
• Excellent customer-service, interpersonal, verbal, written, conflict-resolution, coaching, and team-leadership skills.
• Strong organization, prioritization, time-management, follow-through, and decision-making skills, with the ability to respond effectively to urgent needs and frequent interruptions.
• Proficiency with electronic health records, call-center or telephone systems, Microsoft Office or comparable business software, and agency communication systems.
• Ability to meet the essential-staff and supervisory expectations of the role and its physical requirements, including sitting, standing, walking, and lifting or carrying up to 25 pounds, with or without reasonable accommodation.

We Hire for HEART!

Since 1938, BHN has delivered high-quality, culturally responsive behavioral health care, building deep roots in Western Massachusetts while expanding our impact in communities throughout the state. Our core values-Humanity, Empowerment, Accountability, Respect, and Teamwork-guide how we lead, serve, and support one another. If you're ready to bring your skills and experience to a mission-driven organization where your work can make a meaningful difference, we'd love to hear from you.

Salary Range: $55,000-$60,000