Administrative Practice Manager

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 an Administrative Practice Manager to join our CBHC and BHUC teams and help advance our mission of empowering people to live healthier, more fulfilling lives.

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.

• 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.

• 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,…