Protocol Behavioral Health

Director

• Own team-wide performance metrics — engagement, productivity, clinical outcomes, utilization, and client KPIs — using data to drive accountability, identify gaps, and implement improvement plans
• Translate Protocol's care model and any client or partner commitments into operational workflows, staffing models, productivity standards, and performance targets
• Build and refine processes that enable BHCMs to deliver care consistently and at scale; drive continuous improvement across workflow, automation, and operational efficiency
• Develop and maintain a quality assurance program covering care delivery, protocol adherence, and patient experience
• Oversee operational readiness for new client implementations and program expansions
• Partner with the clinical team to ensure our care model is implemented with fidelity and continuously improved based on outcomes data
• Manage operations to meet or exceed productivity, and performance targets
• Partner with Finance and the People Team to manage budgets, staffing models, and labor efficiency
• Establish workforce productivity standards, caseload models, and performance management processes that support both clinical outcomes and financial sustainability
• Monitor performance against operating plans and adjust strategy as needed — you're accountable for the numbers, not just the inputs
• Lead and develop a team of BHCMs and Lead BHCMs, providing clear direction, regular feedback, and the kind of management that drives both performance and retention
• Set and reinforce performance expectations across the team; address performance issues directly and constructively
• Build a culture that is accountable, collaborative, and mission-driven — where high performers want to stay and grow, and where leaders support their teams while holding them to outcomes
• Proactively address attrition through onboarding improvements, career pathways, manager coaching, and leadership development
• Manage hiring for the BHCM team, including defining criteria, running structured processes, and building the team Protocol needs at each stage of growth
• Partner closely with Clinical Leadership, Finance, and the leadership team to ensure care delivery performs against clinical and operational goals
• Support client and partner relationships as an operational leader — participating in performance reviews and ensuring delivery aligns with expectations and commitments
• Ensure performance and outcomes reporting is delivered accurately and on time
• Partner with the Operations team to surface operational needs and prioritize technology improvements that support the BHCM team
• Partner with Product & Engineering to surface operational needs and prioritize technology improvements that support the BHCM team

Director of Care Delivery

Manager

• Conduct structured assessments of mental and behavioral health and functioning of oncology patients referred by partner cancer centers and clinics.
• Develop treatment plans based on assessment results using Protocol’s evidence-based modular treatment approach.
• Implement treatment modules and conduct ongoing progress assessment to guide next steps in care and make changes as indicated by patient progress.
• Maintain a patient registry aligned with requirements of the Collaborative Care Model.
• Participate in weekly consultation meetings with Protocol’s consulting psychiatrist
• Communicate and collaborate with oncology teams about patient progress and recommendations and attend care coordination meetings as needed.
• Maintain a patient caseload targeting 65% patient-facing time.
• Participate in initial and ongoing training required by Protocol.
• Utilize between-session messaging as indicated to support patients.
• Engage in ongoing supervision and department meetings.
• (If licensed) maintain licensure in home state and obtain licensure in other states as requested by Protocol (licensure costs will be covered by Protocol).
• Perform other duties as assigned.

Behavioral Health Care Manager

• Conduct structured assessments of mental and behavioral health and functioning of oncology patients referred by partner cancer centers and clinics.
• Develop treatment plans based on assessment results using Protocol’s evidence-based modular treatment approach.
• Implement treatment modules and conduct ongoing progress assessment to guide next steps in care and make changes as indicated by patient progress.
• Maintain a patient registry aligned with requirements of the Collaborative Care Model.
• Participate in weekly consultation meetings with Protocol’s consulting psychiatrist
• Communicate and collaborate with oncology teams about patient progress and recommendations and attend care coordination meetings as needed.
• Maintain a patient caseload targeting 65% patient-facing time.
• Participate in initial and ongoing training required by Protocol.
• Utilize between-session messaging as indicated to support patients.
• Engage in ongoing supervision and department meetings.
• Maintain licensure in home state and obtain licensure in other states as requested by Protocol (licensure costs will be covered by Protocol).

Director of Care Delivery

Behavioral Health Care Manager

Behavioral Health Care Manager – Mandarin Speaking