When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
In collaboration with the Senior Director of the Community Behavioral Health Center (CBHC), the Practice Manager –will contribute to the smooth operation of the program(s) operating within the CBHC. The CBHC offers a wide range of mental health and substance use treatment programs, including 24/7 Mobile Crisis Intervention (MCI) services within the community or at the CBHC, Community Crisis Stabilization (CCS), urgent and routine Outpatient Services both in-person and via telehealth, with extended hours. The Practice Manager performs, coordinates and oversees administrative functions and projects within the CBHC.
Job Description:
ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
Operational Leadership & Clinic Management:
-
Direct daily operations of the CCBHC practice, including scheduling, front-desk operations, patient flow, telehealth management, and documentation timeliness. This includes MCI Triage processes.
-
Implement and refine workflows that support timely access, same-day/rapid intake, crisis response integration, and warm handoffs between disciplines.
-
Ensure strong collaboration between outpatient therapy, psychiatry, peer support, case management, MAT/SUD services, mobile crisis, and care coordination teams.
-
Manages administrative/support staff; organizes and oversees work schedules and assignments to meet operational needs. Coordinates and ensures skill development and training for all staff. Makes decisions concerning hiring, corrective action and personnel matters as appropriate.
Regulatory & Quality Compliance:
-
Maintain compliance with CCBHC criteria, MassHealth regulations, MA DPH/BSAS standards, and all grant-funded reporting requirements.
-
Participate in internal audits, quality reviews, and mock-survey processes.
Workforce Supervision & Development:
-
Oversee administrative staff, intake coordinators, front-desk teams, and scheduling personnel.
-
Collaborate with clinical supervisors to support onboarding, productivity management, staffing allocation, and cross-training.
-
Promote a trauma-informed, equity-centered work environment and engagement culture.
-
Address staffing gaps, lead recruitment processes, and manage timekeeping, PTO tracking, and corrective action when needed.
Access, Throughput, and Performance Management:
-
Drive performance on CCBHC core metrics such as:
-
Timely access (intake within 10 business days; crisis access within 24 hours).
-
Engagement (follow-up after hospitalization, post-crisis engagement).
-
Retention and no-show reduction strategies.
-
Manage clinician productivity dashboards, scheduling templates, panel management, and cancellation mitigation workflows.
-
Implement front-end revenue cycle best practices: insurance verification, prior authorizations, documentation completeness, and accurate encounter submission.
Financial & Budget Oversight
-
Assist in development and management of site budget, staffing model, non-personnel expenses, and CCBHC cost-based reimbursement requirements.
-
Monitor key financial indicators including billable encounters, payer mix, clinician productivity, and grant deliverables.
-
Partner with finance and billing teams to ensure reconciliation of encounters and reduction of claim denials.
Patient Experience & Risk Management:
-
Oversee patient complaints, grievances, incident reporting, DPPC/DPH reportable events, and risk mitigation.
-
Develop customer-service standards and trauma-informed reception practices.
-
Ensure safety protocols, emergency response procedures, privacy/HIPAA compliance, and facility management responsibilities.
QUALIFICATIONS & EDUCATION:
Required:
-
Bachelor’s degree in health care administration, behavioral health, public health, social work, psychology, or related field.
-
3–5 years of supervisory or management experience in a behavioral health, community health, or outpatient medical setting.
-
Demonstrated knowledge of MassHealth, CCBHC services, behavioral-health billing, and ambulatory operations.
-
Experience with scheduling systems (e.g., Epic, Cerner, Azara, Credible, eCW) and performance dashboards. Strong understanding of HIPAA, 42 CFR Part 2, DPH/BSAS requirements, and behavioral health documentation standards.
-
Demonstrated skills in team leadership, conflict management, staff development, and change management. Ability to analyze metrics and drive operational improvement (access, no-shows, throughput, revenue cycle).
-
Commitment to health equity, trauma-informed care, and culturally responsive services.
Preferred:
-
Master’s degree in health administration (MHA), public health (MPH), MBA with healthcare track, or relevant clinical field.
-
Certified Medical Manager (CMM) or equivalent practice certification (CPPM, CSPPM)
-
Experience in a CCBHC, FQHC, community mental-health center, or integrated behavioral health program.
-
Familiarity with the Massachusetts Behavioral Health Roadmap, Community Behavioral Health Centers (CBHC), and mobile crisis ecosystem.
-
Experience managing multi-disciplinary teams, including clinicians, peers, care coordinators, and SUD/MAT staff
Pay Range:
$82,160.00 USD – $100,152.00 USD
The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.
