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Behavioral Health Care Management Associate Supervisor

Job Ref: 77651
Category: Professional
Department: BEHAVIORAL HEALTH HARP
Location: 50 Water Street, 7th Floor, New York, NY 10004
Job Type: Regular
Employment Type: Full-Time
Hire In Rate: $60,000.00
Salary Range: $60,000.00 - $70,000.00

Empower. Unite. Care.

MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

About NYC Health + Hospitals

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth's network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

Under the supervision of the Director of Clinical Case Management, the BH Care Management Associate Supervisor is responsible for the supervision of the Care Management Associates within the Behavioral Health and HARP departments. The BH CMA Supervisor monitors the CMA departmental ACD phone queue to ensure quality of calls between the Care Management Associates, members and providers. This position conducts new hire training and continued training for all CMA BH/HARP staff. The BH CMA Supervisor will enhance communication and processes for the non-clinical and clinical areas within Behavioral Health/HARP and between other internal operating departments.

Job Description

  • Provides guidance to the CMA support staff, particularly as it pertains to new processes and workflows implemented within the team.
  • Handles escalated calls by members and providers, requiring intervention.
  • Ensures the mailing of determination letters in accordance with mandated time constraints as applicable.
  • Manage, analyzes and coordinates the daily activities of the unit to ensure department productive goals are met with regards to quality, timeliness, and accuracy.
  • Manages, directs and develops staff by providing feedback and coaching.
  •  Administers performance reviews for staff.
  • Ensures staff meets all regulatory requirements and comprehends and complies with best practices methodology, professional standards, and internal policies and procedures.
  • Promotes and facilitates a multidisciplinary approach, supporting BH/HARP coordinated care operations amongst disciplines.
  • Oversee clinical program training/retraining and creation and updating of departmental training tools and resources.
  • Act as a subject matter and training expert for Care Management processes and protocol in the systems utilized by BH/HARP and all other programs which support overall Behavioral Health operations.
  • Maintains a tracking tool which logs unacceptable inconsistencies and errors observed during quality reviews of recorded calls via the queue and care management documentation, care planning, follow up and interventions.
  • Provides guidance to the CMA’s within the MLTC Department, particularly as it pertains to new processes and workflows which support program operations.
  • Creates and champions an atmosphere within the team, which fosters open communication, teamwork, ownership, and a collaborative cross departmental environment to implement, optimize and share continuous improvement processes.
  • Participates in staff meetings to offer ideas towards the enhancement of departmental processes.
  • Oversight of the authorization queue for BH/HARP, to ensure regulatory compliance in meeting organizational determination timeframe.
  • All other duties or actions as required under the direction of the Behavioral Health/HARP Clinical Management team.

Minimum Qualifications

  • Associate’s Degree from an accredited college or university AND 4 years of satisfactory full-time professional work experience in customer services, call center, or managed care required; or
  • Bachelor’s Degree from an accredited college or university AND 2 years of satisfactory full-time professional work experience in customer services, call center, or managed care required.
  • Minimum 2 years’ supervisory experience.
  • Demonstrated ability to accurately document calls into a computer system.
  • Understanding of behavioral health terminology preferred. 
  • Knowledge of Health Homes and HCBS preferred. 
  • Prior managed care experience preferred. 
  • Prior experience in healthcare customer services and/or case management preferred.
  • Supervisory experience preferred.

Professional Competencies

  • Integrity and Trust
  • Organized and friendly customer service skills
  • Clear, consistent communication and interpersonal skills
  • Excellent organizational skills
  • Dependable, reliable and demonstrated solid judgment ability. 
  • Excellent typing, computer literate (Microsoft Word, Excel, Teams Video)
  • Able to handle large volume of work
  • Ability to multi-task well while maintaining a positive “can do” attitude
  • Demonstrated professionalism and leadership skills along with the ability to develop, direct and 
  • support staff