Behavioral Health Care Team Manager

About the role

The Care Team Manager leads an integrated model of healthcare, partnering directly with clinical psychotherapists and prescribers to provide holistic support for members. They respond to concerns respectfully, constructively, and in a timely manner. This role spends approximately 90-95% of the time on leadership responsibilities, while spending 5-10% of the time on direct service responsibilities.

Responsibilities

• Have a thorough understanding of Reema’s program including the goals, expectations, and metrics for Community Guides individually and as a team.
• Be accountable to these metrics and clearly communicate expectations that are meaningful and in alignment with Reema’s values.
• Champion change management and effectively lead hybrid Care Teams through ambiguity and innovation.
• Establish structures and processes that cultivate communication and accountability to effectively sustain the team, such as: facilitating regular 1:1 meetings with Guides; setting and monitoring individual Guide goals around metrics, Guide activity, and/or member interactions, leading engaging team meetings, leading multidisciplinary team meetings, Case Reviews, Community Volunteering, and Team Building Events.
• Actively review Community Guide performance to consistently and effectively deliver feedback and recognition.
• Actively partner with clinicians to ensure alignment for services to members, manage multidisciplinary workflows and communication, and collaborate on ensuring high quality service delivery.
• Facilitate weekly check-ins that include staffing and metrics updates, reporting, and setting monthly Care Team goals with the Director of Clinical Care Team Operations.
• Provide support and supervision to Guides within assigned teams; including researching resources for members.
• Become a champion for partnered outreach and display a willingness to support other Community Guides in their community outreach.
• Participate in the hiring process by functioning as a lead partner in Care Team interviews. Facilitate new employee onboarding and support ongoing training and development of staff.
• Ensure the entire team maintains confidentiality of PHI and abides by HIPAA and software security policies and training.
• Initiate and maintain relationships with local community partners across the mental health continuum of care.
• Through cold outreach, establish trusting relationships with members through an empathetic, strength-based, and trauma-informed approach.
• Utilize text messaging, phone calls, home visits, and other face-to-face communication as a primary means of engagement to meet member needs.
• Make referrals to community resources, follow-up with members, and attend appointments as necessary.
• Remain a steadfast component of each member’s support system, being there in crisis and through everyday life challenges.
• Encourage members towards independence and autonomy.

Qualifications & Position Requirements

• Education, Experience And Skills:
• Bachelor’s degree in Social Work, Human Services, Psychology, Health Sciences, or other related field.
• Three years of people management/supervision experience in healthcare, mental health settings, community-based and/or social work settings.
• Five years of direct experience with local population or community to be served and knowledge of the community.
• Proven ability to navigate ambiguity and creatively problem solve.
• Proven ability to build and maintain relationships.
• Proven ability to initiate conversation and create connections quickly.
• Proven ability to develop, adapt, and execute outreach plans.
• Proven ability to work in fast-paced environments, experience working with start-ups is a plus.
• Fluency in Google Workspace applications (Gmail, Google Docs, Sheets, Slides, Drive, and Meet).
• Comfortable working in web-based platforms and apps across mobile and desktop browsers, with the ability to adapt quickly to new digital tools.
• Demonstrated ability to independently troubleshoot technical issues, including connectivity, app functionality, and device performance, and escalate appropriately when needed.