Behavioral Health Referrals Team Lead

About the role

This role supports mental health programs and initiatives developed through the Texas Child Mental Health Care Consortium, with a focus on improving the quality and accessibility of mental health care for children and adolescents across Texas. The Behavioral Health Referrals Team Lead will work as part of an interdisciplinary, team-based program that coordinates referrals for Texas Child Mental Health (TCMH) programs, including the Texas Child Health Access Through Telemedicine (TCHATT) program, the Perinatal Psychiatry Access Network (PeriPAN), the Child Psychiatry Access Network (CPAN), and similar programs. Reporting to the Supervisor, Behavioral Health Referrals and External Relations, this role serves as a working lead for the referrals team, ensuring accurate, timely, and compliant referral processing while supporting staff through training, guidance, and workflow management. This position will have the ability to interact with peers, patients' families, and other program partners.

Responsibilities

• Acts as the primary point of contact for Referrals Associates regarding questions, workflow issues, and escalation needs.
• Trains new hires and supports ongoing staff development to ensure consistent adherence to referral protocols and standards.
• Delegates tasks and balances workloads across the team to meet productivity and quality expectations.
• Reviews referral submissions for accuracy, completeness, and compliance with program and organizational requirements.
• Identifies workflow bottlenecks and recommends process improvements.
• Ensures timely resolution of escalated or complex referral issues.
• Maintains accurate tracking and documentation of referral activity and outcomes.
• Serves as a liaison between the referrals team and other internal teams, such as CPAN/PeriPAN, collaborating with supervisory leadership to ensure referral activities align with organizational goals and priorities.
• Answers provider inquiries regarding the referral process and provides necessary information and support.
• Follows up with providers, care coordinators, patients, and families to resolve issues or delays in the referral process and support successful outcomes.
• Maintains accurate referral records and documentation; conducts community outreach and targeted provider research to expand and maintain referral resources, including providers serving traditionally marginalized populations and identified referral gaps.
• Uses assembled information concerning a patient's clinical background to determine appropriate referral options.
• Works on the referrals team using an interprofessional model that includes pediatric psychiatrists, psychologists, other licensed mental health professionals, and administrative staff.
• Manages and tracks patient referrals, ensuring all records are provided promptly and accurately.
• Uses the Electronic Medical Record to communicate referral information to team members, patients, families, and school staff, ensuring accuracy of all assigned records.
• Researches and identifies referral resources for traditionally marginalized or underserved populations.
• Updates and maintains a list of emerging or unmet referral needs to support program planning.
• Participates in special projects, pilot workflows, or initiatives as assigned.
• Adheres to internal controls and reporting structure.
• Performs related duties as required.

Qualifications

• Bachelor's Degree in Health Administration, Public Health, Social Work, Psychology, or a related field.
• At least 4 years of experience in coordinating or administering a program, service operation, care coordination function, or referral-based workflow.
• Proficiency in electronic systems including, but not limited to, Google Suite, Trayt, Slack, Athena or Epic, Calendly.

Skills

• Dedicated to meeting the expectations and requirements of internal and external customers.
• Responds promptly and professionally to provider, patient, and family inquiries.
• Anticipates referral issues and proactively resolves barriers to access.
• Ensures referral processes support timely, coordinated care.
• Understands, manages, and improves work processes.
• Applies standardized referral workflows consistently across the team.
• Identifies inefficiencies and recommends process or system improvements.
• Ensures compliance with referral standards and documentation requirements.
• Provides timely, accurate information to others through appropriate communication channels.
• Communicates referral requirements clearly to providers and internal partners.
• Documents referral information accurately and completely in the EMR.
• Shares updates regarding process changes or issues with team members.
• Relates well to people at all levels and builds effective working relationships.
• Establishes rapport with clinical, administrative, and community stakeholders.
• Navigates sensitive conversations with patients and families professionally.
• Collaborates effectively within an interdisciplinary team environment.
• Gains support, cooperation, and commitment from others without formal authority.
• Provides day to day guidance and coaching to referrals staff.
• Encourages adherence to standards through influence and example.
• Supports team performance and morale during periods of high workload.
• Plans, schedules, and organizes work in an efficient and productive manner.
• Manages multiple referrals, follow ups, and priorities simultaneously.
• Tracks referral status and deadlines accurately.
• Maintains focus and accuracy in a fast paced, detail oriented environment.

Preferred Qualifications

• 2 or more years of professional experience in care coordination or case management.
• Proficient PC skills with emphasis on Excel.
• Health plan or provider order entry experience.
• Knowledge of medical and mental health terminology and/or medical coding.
• Bilingual in English and Spanish.

Pay

$49,000 + depending on qualifications

Schedule

40 hours per week. This position may require occasional work on-site for some of the scheduled work week. Remote work will require reliable internet access and a suitable private workspace free from distractions. A flexible working arrangement agreement can be accommodated based upon the needs of the program and with supervisor approval.