Practice Manager-CBHC

Behavioral Health Network (BHN) is a leading statewide provider of behavioral health services and a Certified Great Place to Work. Since 1938, BHN has helped individuals, families, and communities thrive through compassionate, high-quality care and support.

About the Role

We are seeking a Practice Manager to join our Community Behavioral Health Center (CBHC) team and help advance our mission of empowering people to live healthier, more fulfilling lives.

Benefits

• Purpose-Driven Work – Make a meaningful impact in the lives of individuals, families, and communities throughout Western Massachusetts.
• Professional Growth – Access ongoing training, mentorship, career development, and advancement opportunities across one of the region's largest behavioral health organizations.
• Supportive Team Culture – Join a collaborative workplace guided by our HEART values: Humanity, Empowerment, Accountability, Respect, and Teamwork.
• Stability & Opportunity – Build your career with a well-established organization serving Western Massachusetts since 1938.
• Comprehensive Benefits – Generous PTO, 403(b), educational assistance, medical, dental, vision, and employee assistance programs.
• Certified Great Place to Work – Work for an organization recognized for creating a positive and engaging employee experience.

Responsibilities

• Lead the daily operations of CBHC Central Intake, ensuring individuals receive welcoming, timely, efficient, and high-quality access to BHN services and appropriate levels of care.
• Ensure department goals, CBHC performance specifications, service standards, and key performance indicators are consistently achieved.
• Use referral, access, call-center, and outcome data to identify trends, evaluate performance, remove barriers to care, and develop improvement plans with senior leadership when expectations are not met.
• Collaborate with Central Intake leadership and supervisors to coordinate workflows, prioritize urgent needs, and ensure effective and timely connection to care across BHN programs.
• Serve as a liaison among BHN levels of care, clinical and operational teams, community partners, individuals served, families, and other stakeholders.
• Supervise assigned team members and provide oversight to Intake Supervisors, including coaching, performance feedback, accountability, and support for professional development.
• Participate in recruitment, onboarding, training, scheduling, and performance management, ensuring team members remain current with position requirements and that staffing meets CBHC standards.
• Monitor the quality and timeliness of telephone, voicemail, and intake interactions and ensure complete, accurate documentation of each individual contact in the electronic health record.
• Maintain working knowledge of insurance carriers, intake requirements, referral pathways, phone-tree routing, and other systems needed to connect individuals with appropriate services.
• Promote a collaborative, customer-focused, and accountable team culture; resolve workflow or interpersonal concerns appropriately; complete administrative responsibilities; and perform other assigned duties.

Requirements

• Bachelor’s degree in a behavioral health, human-services, healthcare administration, business, or related field required.
• At least three years of call-center, access-center, central-intake, or related intake experience required.
• At least two years of previous supervisory or people-management experience required.
• At least three years of experience in behavioral health or mental health services required.
• Demonstrated ability to lead service operations, manage workflows and staffing schedules, monitor performance expectations, and support compliance with program requirements.
• Strong analytical and problem-solving skills, including the ability to interpret key performance indicators, recognize trends, determine root causes, and implement effective solutions.
• Excellent customer-service, interpersonal, verbal, written, conflict-resolution, coaching, and team-leadership skills.
• Strong organization, prioritization, time-management, follow-through, and decision-making skills, with the ability to respond effectively to urgent needs and frequent interruptions.
• Proficiency with electronic health records, call-center or telephone systems, Microsoft Office or comparable business software, and agency communication systems.
• Ability to meet the essential-staff and supervisory expectations of the role and its physical requirements, including sitting, standing, walking, and lifting or carrying up to 25 pounds, with or without reasonable accommodation.

Pay

Salary Range: $55,000-$60,000