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Manager, Clinical Operations in Chesapeake, VA at Beacon Health Options

Date Posted: 2/21/2019

Job Snapshot

Job Description


Under the direction of the Project Director, this position is responsible for the effective oversight of the operational aspects of clinical services of the Federal Occupational Health (FOH) call center and in the field, including policies, procedures, and best practices. 

Position Responsibilities:

  • Responsible for the effective oversight of the operational aspects of clinical services of the FOH call center and field.  In collaboration with executive leaders, ensures deliver of quality and consistent clinical assessment and referrals in accordance with FOH policies and procedures through effective clinical call management, adherence to contractual guidelines, positive customer relations and us of the FOH staff for effective service deliver.

  • Review all call center operation report regarding service level and makes adjustments as needed to ensure service level and all related call-taking metrics are met or exceeded.

  • Researches complex cases and intervenes on clinical issue with Clinical Supervisors as needed.

  • Ensures services stay within scope for FOH based on established guideline, policies and procedure.  Provides clinical consultation, as appropriate on cases escalated by Clinical Supervisors.  Direct participant service recovery and complaint mediation process as needed.  Alert Project Director of any adverse incident or cases that may otherwise draw negative medical attention to the FOH program.

  • Fosters effective team management through development and maintenance of an environment encouraging personal involvement in planning, communications, coaching, and development of employees, sharing responsibilities and accountabilities to ensure successful contribution to department and company goals and objectives.

  • Through exceptional interpersonal and communication skills, planning, process management and information analysis, this individual will assist in building a customer-focused environment that serves FOH members.

  • Ensure clinical supervisory coverage across call center and field to ensure adequate coverage is maintained at all times.

  • Consults, coordinates and serves as the principal liaison with FOH program staff.

  • Ensures all workflows are up to date and staff are consistently following processes.

  • Develops ideas for performance improvement, service delivery, and cross-functional initiatives that contribute to the program success.

  Position Requirements:

  • Education: Master’s and/or doctorate degree in a clinical mental health field from an accredited college or university. 

  • Licensure: A current state licensure or state certification to practice as a mental health practitioner, i.e. social work, clinical psychologist, marriage and family counselor, and professional counselor) in the state(s) where practice takes place.  If such licensure/certification is not available in that state, the individual shall hold appropriate certification from a recognized national certification organization or board.

    • If assigned to perform duties related to clients in other states, i.e. telephonic or on-line screening, assessment, consultation and referral; back-up for remote locations; case-management, etc, must have adequate knowledge of the state laws governing mental health issues and clinical practice for population served.

    • Certified Employee Assistance Professional (CEAP) certification preferred.

Years and Type of Relevant Work Experience: 

At least ten (10) years’ of health care administration or clinical supervisory experience in EAP, with at least five (5) years of clinical experience after a qualifying graduate degree.  Experience with EAP services and management experience in an organization serving EAP clients is preferred. Excellent interpersonal, customer service and problem-solving skills. Ability to express ideas and communicate effectively, both orally and in writing.  Ability to think and operate at both the strategic and operational level.  Proactive in identify areas of improvement and action upon it.  Excellent time management skills and ability to make timely decisions.


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Beacon Health Options company is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled