- Professional
- Office in Washington
Summary: The Program Manager is responsible for leading the operations, performance, and compliance of our mental health program. This leadership role supports administrative, clinical, and medical teams while ensuring program outcomes are met, community partnerships are strengthened, and all services align with DBH standards and Medicaid guidelines. The Program Manager bridges on-the-ground operations with central leadership to drive program growth, team accountability, and exceptional service delivery.
Primary Job Responsibilities:
• Program Leadership & Performance
o Oversee day-to-day operations of the designated sites and services.
o Monitor key metrics such as intake volume, client retention, discharges, service utilization,
and compliance.
o Prepare weekly and monthly reports to on performance, productivity, and utilization.
o Use the EOS Scorecard to track performance and lead weekly L10 meetings to resolve issues
and keep the team aligned.
• Team Management & Development
o Supervise clinical staff, medical staff, and administrative team members.
o Ensure all staff meet expectations and uphold core values.
o Provide coaching, feedback, and performance management to support accountability,
professional growth, and team cohesion.
• Process & Workflow Implementation & Oversight
o Implement standardized workflows across clinical, administrative, and medical teams to
ensure operational efficiency.
o Ensure all staff are trained and following procedures for scheduling, documentation,
communication, and client engagement.
o Monitor adherence to workflows and identify opportunities for improvement or process
redesign.
• Compliance & Quality Oversight
o Ensure adherence to state regulations, payer requirements, and internal protocols.
o Collaborate with Compliance and QA teams to prepare for audits and implement corrective
actions as needed.
o Monitor documentation practices and service quality in coordination with clinical
leadership.
• Cross-Department Coordination
o Serve as the primary liaison between the site and central operations, including HR, Billing,
Intake, Finance, and IT.
o Implement organizational initiatives and changes at the site level.
o Communicate site needs and opportunities to leadership to support strategic planning.
• Community Engagement & Referral Partnerships
o Build and maintain relationships with referral sources, schools, and community
organizations.
o Represent the program in community meetings and support outreach initiatives.
o Collaborate with business development to support site growth and visibility.
• Additional Responsibilities
o Support scheduling, coverage, and staffing planning to meet productivity and service goals.
o Respond to site-level crises or incidents in coordination with clinical supervisors.
o Contribute to staff retention efforts and help cultivate a positive, mission-driven workplace
culture.
Qualifications:
• Bachelor’s degree required; Master’s in Behavioral Health, Social Work, Psychology, Public
Administration, or related field preferred.
• 3+ years of program management, clinical coordination, or site leadership in a behavioral health or
healthcare setting.
• Knowledge of Pennsylvania behavioral health regulations and Medicaid/MCO systems.
• Strong leadership, communication, and problem-solving skills.
• Experience managing teams and navigating multi-department collaboration.
• Proficiency in EHR systems (Credible preferred), Microsoft Office Suite, and data reporting tools.
Competencies:
• Do the Right Thing – Doing what’s right starts with integrity. It means being honest about your
actions, your intentions, and how you treat people—especially when no one’s watching.
• Own It – Everyone has a part. If you’ve been trusted with something, it’s because it’s yours to
manage. When we all take care of our piece, everything runs like it should.
• Serve First – Follows policies and procedures; Completes administrative tasks correctly and on
time; Supports organization's goals and values; Benefits organization through outside activities;
Supports affirmative action and respects diversity.
• Choose Solutions – You always have a choice. Our strength is in choosing what moves us forward.
Be someone who solves, and choose what helps, not what hurts.
• Lead with Respect – You can’t lead others if you don’t respect yourself first. Respect shows up in
how we speak, how we act, and how we care for people. Leadership starts inside.
• Commit to the Goal – The plan might shift. The process might change. People might come and go.
But the goal stays the goal. Get there—and make sure we’re getting there together.
