Family Health Center of Worcester, Inc.

Manager

• Coordinate special project implementation across departments, including managing timelines and, as applicable, liaising with grant funders and managing grant budgets and deliverables, in collaboration with the Co-Directors, Development Department, and Finance Department
• Oversee daily operations of the behavioral health team
• Manages administrative/support staff; organizes and oversees work schedules, and assignments to meet operational needs.
• Coordinates and ensures skill development and training for staff
• Supports the Co-Directors with decisions concerning screening, hiring, corrective action, and personnel matters as appropriate.
• Maintain compliance with FQHC criteria, MassHealth regulations, MA DPH/BSAS standards, and all grant-funded reporting requirements.
• Collaborate with clinical supervisors/directors to support onboarding, productivity management, staffing allocation, and cross-training.
• Promote a trauma-informed, equity-centered work environment and engagement culture.
• Oversee patient complaints, grievances, incident reporting, DPPC/DPH reportable events, and risk mitigation.
• Supervise administrative Front Desk Staff, including Social Services Practice Coordinator and Departmental PSR’s
• Develop customer-service standards and trauma-informed reception practices.
• Ensure safety protocols, emergency response procedures, privacy/HIPAA compliance, and facility management responsibilities.
• Build and maintain rapport with FHCW staff across departments and with external community partners
• Drive performance on FHCW core metrics such as: Timely access (intake within 3 months of referral; crisis access within 24 hours). Support engagement (follow-up after hospitalization, post-crisis engagement) in collaboration with the transitions of care team and Quality Team. Retention and no-show reduction strategies. Support in managing behavioral health productivity dashboards, scheduling templates, panel management, and cancellation mitigation workflows. Implement front-end revenue cycle best practices: insurance verification, documentation completeness, and accurate encounter submission.
• Any and all other duties as assigned.

Behavioral Health Clinical Practice Manager