Behavioral Health Supervisor

MyAdvisor/VetAdvisor care coordination program provides expert care for those that serve others. From behavioral health to career development, MyAdvisor will triage individual needs to find the best resources for ongoing support. With over 12 years of proven success, MyAdvisor provides support to those who are responsible for the safety and welfare of others. Three Wire delivers practice, preventative, and integrated care coordination to private and public sector employers. This care coordination, in turn, supports clinical tele-behavioral health, holistic wellness, navigational advocacy and family stability, and thus helps individuals thrive in their career and family life.

Job Summary: The CCN Behavioral Health Supervisor manages the workload and daily operations of a team of behavioral health service representatives who schedule veterans’ behavioral health authorizations with community providers under the Department of Veterans Affairs Community Care Network program.

Essential Duties and responsibilities:

• Oversee and direct daily operations of behavioral health appointing agents.

• Provide real-time guidance and programmatic support to agents in their efforts to schedule veterans for behavioral healthcare with community providers.

• High-level customer interface with partner company (TriWest) management, other TriWest BH supervisors, and VA staff. This includes referral guidance, appointing process change management, crisis management, and ensuring customer needs are met in a timely, professional manner.

• Monitor and assign workload on a daily basis to ensure compliance with contract mandates and timely scheduling (or return) of veteran authorizations.

• Manage team performance by evaluating scheduling data, monitoring caseload progress, tracking of inbound and outbound calls, and ensuring accurate documentation of appointing efforts.

• Receive and respond to quality audits by tracking patterns of issues to identify training needs or performance improvement intervention.

• Review and recommend scheduling adjustments to workload volume.

Conduct follow-up to escalation calls and emails.

• Facilitate BH orientation and shadowing for new agents who have completed initial onboard training.

• Provide bi-weekly coaching to direct reports (including monthly performance metric reviews) and facilitate bi-weekly team meetings.

• Represent our team and the VA CCN program professionally in all situations Business Sensitive • Provide oversight of the BH appointing team personnel with latitude, creativity, and resourcefulness. Provide direction on SOPs to respond to issues, questions and concerns and accomplish goals and meet client needs.

Education and Qualifications:

• Bachelor’s degree, or equivalent experience

• Adaptable to change. • Work independently yet able to function effectively as part of larger multi-dimensional team.

• Comfortable with automation technology and new tools. • Ability to organize people or tasks, adjust to priorities, learn systems, within time

• constraints and with available resources.

• Ability to manage large amounts of complex information easily, communicate

• clearly, and draw sound conclusions.

• Ability to function in a fast-paced environment with multiple activities occurring

• simultaneously while maintaining focus and control of workflow.

• Ability to influence or persuade others under positive or negative circumstances and adapt to different personalities/communication styles; Listen critically; Collaborate.

• Detail-oriented.

Excellent customer service skills as well as a strong desire to assist Military Service Members and Veterans.

• Strong interpersonal, written, and verbal skills.

• Excellent telephone etiquette and friendly demeanor.

• Detail oriented.

Proficient in Microsoft Office Suite.

• Amiable personality with team player attitude.

• Ability to effectively handle challenging or difficult team members or customers

Supervising Others: Yes

Hours and Shift: • Monday-Friday

Travel • Less than 10%