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.

Director of Care Delivery

Behavioral Health Care Manager