Responsible for oversight and management of the BH Access & Navigation Center

Direct and manage all incoming calls and referrals for behavioral health services to ensure efficient and timely response. Assist in managing call queues by answering calls as needed to maintain service standards. Supervise the scheduling process and ensure accurate referrals to appropriate levels of care in outpatient programs. Provide daily supervision and clinical guidance to Patient Access Representatives and Navigators, fostering a high-performing team. Create, track, and analyze departmental statistics, including but not limited to call volumes, referrals, cancellations, and integrated network performance. Prepare and present data insights and quality metrics to ABH Leadership. Develop and maintain systems to capture all relevant data elements and volumes, ensuring the accuracy and utility of collected information. Conduct regular evaluations of individual and program performance, leveraging data insights to implement improvements. Adjust team assignments as necessary to enhance care quality and staff productivity. Maintain an advanced understanding of the department's electronic medical record (EMR) system and telephonic platforms. Use these tools to optimize team workflows and generate actionable insights from data Lead the implementation of new electronic workflows and provide comprehensive training to ensure team proficiency and seamless adoption of new processes. Foster a positive work environment by supporting team engagement, addressing concerns promptly, and promoting professional growth opportunities. Participate in the recruitment, interviewing, and onboarding of new team members to maintain a skilled and cohesive workforce. Ensure all operations align with regulatory requirements, organizational policies, and best practices for patient confidentiality and behavioral health services. Work collaboratively with other departments and external partners to streamline referrals and coordinate care across the continuum of services. Serve as the primary liaison for sharing call center insights with leadership and other stakeholders, ensuring transparency and alignment with organizational goals. Provide direct support to team members managing high-risk or crisis situations, ensuring appropriate escalation and resolution. Address operational challenges promptly by implementing effective solutions to maintain service continuity. All other responsibilities as assigned.