Administrative Practice Manager

Practice Manager Outpatient Services

Behavioral Health Network (BHN) is the largest provider of behavioral health services in Western Massachusetts and a Certified Great Place to Work. Recognized by The Boston Globe as the 10th Best Employer in Massachusetts, BHN is committed to providing high-quality, community-based behavioral health services.

Practice Manager, Central Intake Call Center

General Summary

The Practice Manager is responsible for the day‑to‑day operational effectiveness, administrative oversight, and client experience across BHN's CBHC and BHUC outpatient services. Working collaboratively with CBHC and BHUC leadership, the Practice Manager oversees operational performance, access, efficiency, and compliance with regulatory and contractual requirements across multiple sites.

The Practice Manager ensures organizational initiatives are implemented with fidelity, identifies operational gaps, and leads workflow redesign, training, and change initiatives as needed. This position provides strength‑based, systems‑focused leadership that promotes consistency, accountability, and alignment with organizational goals and best practices.

Provides administrative oversight and operational support to clinical managers and site‑based leadership to ensure effective day‑to‑day operations across CBHC and BHUC locations.

• Collaborates with CBHC and BHUC leadership to standardize operational and administrative best practices across all sites; develops, implements, and updates workflows and protocols to ensure consistency, efficiency, quality, and process improvement.
• Monitors and evaluates key operational metrics to ensure alignment with organizational and divisional expectations, including access and scheduling standards, documentation timeliness, clinician productivity, utilization management indicators, program revenue, expense performance, and leads data‑informed process improvements.
• Evaluates the impact of operational changes, leads change management initiatives and drives standardization across sites to improve access, throughput, service quality to ensure consistent high‑performing front‑end operations across all locations.
• Oversees daily access and scheduling operations, including assignment of new individuals served to available clinicians or sites as needed, in partnership with clinical leadership to maximize timely access to care.
• Maintains comprehensive knowledge of CBHC and BHUC operational workflows; supports the design and implementation of standardized processes to ensure timely, coordinated client access and care delivery across all locations.
• Ensures organizational, divisional, and program initiatives are implemented in accordance with established protocols and timelines, including access processes, staffing models, compliance initiatives, onboarding and training of workflows, productivity expectations, staffing models, and operational readiness efforts in alignment with regulatory and contractual requirements.
• Reviews and monitors operational and productivity reports, including failed activities, weekly billable units, and productivity trends; escalates concerns and collaborates with leadership to address performance gaps.
• Oversees regulatory readiness activities, including drills and inspection walkthroughs for DPH, CARF, BSAS, and other licensing bodies; ensures required safety and compliance documentation is completed and maintained. Supports staff in meeting requirements.
• Leads and governs standardized front‑end administrative and revenue cycle workflows across all sites, including insurance verification, cash collection, and check‑in/check‑out processes, to optimize throughput and reduce variability.
• Conducts quality assurance audits on operational processes and newly implemented workflows to ensure adherence to organizational standards and continuous improvement.
• Oversees on‑call, weekend, emergency, and inclement‑weather operational coverage, ensuring adherence to protocols and continuity of operations.
• Establishes and monitors key performance indicators related to patient access, scheduling efficiency, front‑end revenue cycle performance, insurance validation accuracy,…