Practice Manager-CBHC

• Pay or shift range: $55,000 USD to $60,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

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.

• 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.

• 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.

• 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,…