PROGRAM MANAGER-ACCESS

POSITION SUMMARY: The Program Manager - Access Center provides leadership and oversight of Communicare's centralized Access Center, ensuring timely, responsive, and customer-focused access to behavioral health and related services across the eight-county service region. This role manages access, 988 suicide prevention, care coordination, scheduling, referral, and after-hours crisis coordination functions; supervises assigned staff; and overseas operations, quality improvement, compliance, and performance outcomes. The Program Manager collaborates with internal leaders, clinical teams, and community partners to enhance service access, streamline workflows, and ensure individuals are effectively connected to appropriate care and support services.

QUALIFICATIONS: Bachelor’s degree in behavioral health, social services, healthcare administration, business administration, or a related field preferred. Supervisory, management, or related leadership experience preferred, particularly in behavioral health, healthcare, crisis services, care coordination, or customer service operations. Demonstrated ability to lead staff, manage programs, coordinate multiple priorities, and work effectively with internal and external stakeholders. Must obtain and maintain Notary Public status as required for the position.

SKILL SETS: Strong leadership, communication, and organizational skills with the ability to supervise staff, manage

operations, improve processes, analyze data, implement technology solutions, and foster collaborative relationships.

Knowledge of behavioral health services, crisis intervention, regulatory requirements, and quality improvement, with the

ability to effectively manage competing priorities in a fast-paced environment.

PHYSICAL AND ENVIRONMENTAL DEMANDS: Must have effective communication, computer, and organizational skills; the ability to respond to urgent and crisis situations; and the flexibility to provide operational leadership and support as needed, including outside regular business hours.

JOB SPECIFIC FUNCTIONS:

1. Provides leadership and operational oversight for the Access Center, including access, scheduling, referral management, care coordination, 988/Suicide Prevention, and crisis-related services across the service region.

2. Supervises, develops, and evaluates assigned staff; ensures adequate staffing, training, performance management, and ongoing professional development.

3. Ensures timely, effective, and consumer-centered responses to calls, referrals, scheduling requests, and crisis contacts, promoting seamless access to services.

4. Oversee centralized intake, scheduling, referral, and care coordination processes to improve access, reduce barriers, and connect individuals with appropriate services.

5. Ensures compliance with applicable regulatory, contractual, accreditation, privacy, and organizational requirements, including 988 and crisis service standards.

6. Develops, implements, and continuously improves policies, procedures, workflows, technology, and quality assurance processes that support efficient and effective operations.

7. Oversees crisis-related functions and coordinates with clinical staff, emergency responders, community partners, and other resources to ensure appropriate response and continuity of care.

8. Monitors program performance through data collection, reporting, outcome measurement, and continuous quality improvement activities.

9. Builds and maintain collaborative relationships with internal departments, referral sources, healthcare providers, community agencies, and other stakeholders to strengthen service delivery and access to care.

10. Participates in strategic planning, budgeting, resource management, committees, and administrative activities, and performs other duties as assigned.

m MANDATORY REQUIREMENTS:

1. Adheres to Communicare, Inc. policies and procedures.

2. Attends mandatory in-services and other training/educational programs as required.

3. Maintains all credentials, certifications, training, and Notary Public status required for the position.

4. Maintains sufficient availability and flexibility to ensure appropriate leadership support for a department responsible for 24/7 Access, 988, suicide prevention, and crisis-related functions.

5. Maintains confidentiality and complies with HIPAA and all applicable federal, state, contractual, accreditation, and organizational requirements.

6. Demonstrates professional conduct and maintains effective working relationships with consumers, families, staff, leadership, referral sources, and community partners.

7. Performs other duties as assigned.