Program Director in Buffalo, NY

BestSelf Behavioral Health / BestConnect Posted: 2022-09-20

Buffalo, NY 14202

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The Program Director of BestConnect will assist in the development of the policies and procedures essential to providing accessible and equitable access to services at BestSelf.
They will be responsible to oversee the hiring and training of new staff and supervision of the day-to-day operations of the BestConnect Team.
This individual will ensure Best Connect staff accurately perform a preliminary telephonic screening, providing exceptional customer service while determining urgency and initial level of care.
The PD of BestConnect will ensure staff provides accurate referrals to services and that clients are scheduled accordingly.
The PD of BestConnect will identify and address the needs of referral sources as well as those of the provider staff.
This individual will maintain documentation and perform record keeping in accordance with agency requirements.
Confidentiality will be maintained in accordance with all applicable state and federal regulations.
This position may incorporate a combination of clinical and access optimization functions.

• Hires and trains BestConnect staff. Training is expected to use a variety of innovative methods designed to develop excellence in customer service and triage skills.
• Support REI alignment in access to care to ensure services are accessible and equitable.
• Audit calls and data dashboard for customer service skills, clinical accuracy, and appropriate level of care determinations.
• Preparing reports and analyzing intake and assessment data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Answering staff's questions, guiding them through difficult calls or issues, de-escalating or handling issues that cannot be fielded by staff.
• Works closely with internal services to ensure the continuation of accurate referral support.
• Ensures staff accurately educates clients about the treatment/rehabilitation process and correctly informs them of any insurance requirements.
• Functions as the community representative of BestSelf to referral sources, maintaining current referral relationships and developing new.
• Provides leadership in developing and maintaining a clinically sound process for access to services, which responds to the needs of the client population.
• Oversee clinical intake staff and provide support for crisis calls and intervene as indicated.
• Maintains program activities and documentation in compliance with BestSelf, Erie County, New York State, Medicaid and/or other regulatory agencies.
• Assures completion and accuracy of all billing, statistical and attendance reports.
• Coordinates program's relationship with other agencies and community resources.
• Assures accuracy of all record keeping including client chart documentation.
• Work with other management team members to develop intake and assessment objectives, keeping innovation and efficiency in mind.
• Lead team meetings, coach, and motivate team members focusing on skills development.
• Based on agency need, this position may require a combination of direct clinical service and intake and assessment supervision.
• Performs all other duties as assigned.

• Qualified Health Professional certification with the ability to diagnose
• Demonstrated education/knowledge and experience in intake and assessment management, clinical supervision, and crisis de-escalation
• Must have an excellent knowledge of behavioral health disorders and their treatment.
• Must possess skills in telephonic interviewing and psychiatric triage and be able to effectively teach these skills to staff.
• Ability to multitask and remain calm under pressure, especially during intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Must be organized, goal directed, and able to work independently.
• Demonstrated ability to work effectively with behavioral health clients, referral sources, and community agencies.
• Ability to demonstrate skills as it relates to change management
• Knowledge and experience using data and audits to drive outcomes with teams
• Knowledge of insurance requirements and community resources is a plus.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Experience working with the Cerner database preferred
• Bilingual strongly preferred

• This position is responsible for the oversight of the Central Intake Specialists. Supervisory responsibilities of these direct reports include clinical supervision, consistent coaching, feedback, & development, review & approval of timecards, and completing performance reviews & development plans.

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