Behavioral Health Operations Supervisor

Minneapolis, Minnesota
Oct 23, 2019
Nov 08, 2019
Employment Status
Full Time
Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs.

UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers.

At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.



UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.
Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.
Our strong culture has established UCare as a Star Tribune Top 150 Workplace for 10 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.


Position Description

This position is responsible to oversee daily operations and direct supervision of an integrated Behavioral Health Intake team. Collaborate with leader to develop and coordinate new employee orientation, evaluate staff development and training needs. Mentor, coach and evaluate individual staff performance. Participate in the planning, implementation and evaluation of Intake operations to ensure consistent adherence to work flows, regulatory compliance and contractual requirements. Provide assistance and support to daily operational activities as identified or as assigned.

• Supervise and provide daily monitoring of Intake and Senior Intake staff. Ensure daily staff adherence to organization and regulatory policies, timelines, and authorization requirements. Supervise the behavioral health triage phone line through quality assurance, process and workflow monitoring. Coordinate reporting needs for member engagement activities.

• Develop monthly individualized staff reports and dashboards to monitor productivity measures. Provide consistent feedback on performance in a timely manner in a way that engages staff and proactively provides coaching for improvement.

• Coach and provide consultative skills with all level of internal/external customers as it relates to the interplay of regulatory requirements and policies of Behavioral Health services. Assist in interpreting policies when providing information and guidance on regulatory obligations.

• Recruit, interview and select new staff. Coordinate new employee orientation planning, maintenance of materials and collaborate with leader for on-going staff development and training.

• Support leader with engagement-related efforts and assignments of staff who have varying degrees of expertise and experiences.

• Identify, analyze and plan for implementation of timely process improvement. Develop comprehensive job aides for staff training and development. Engage staff in this process to understand what will be most meaningful for their success.

• Resolve member and provider related concerns as they relate to behavioral health services with both internal and external customers. Delegate and assign issues to Intake Seniors for resolution as appropriate. Strive for the identification of overall system issues so that for broader concerns there can be systemic resolution.

• Monitor, process and report MACESS aging. Monitor team queue mailboxes to ensure compliance with departmental service level agreements.

• Provide recommendations or develop behavioral health procedures and provider manuals to ensure alignment with regulatory policy and legislative changes.

• Participate and collaborate in cross-departmental and external workgroups related to operational, legislative, and audit activates as assigned by leader.

• Provide operational assistance in performing Intake Specialist or Intake Triage Coordinator duties and projects as needed.

• Other projects and duties as assigned which support day to day operations and/or overall staff engagement.

Two years of post-high school at an accredited college, university or vocational school with a focus in health related field; demonstrated experience may be considered.
Required Experience
Three years experience in a health plan or health care industry. Demonstrate knowledge of federal and state regulatory requirements. Use and understanding of medical terminology, CPT, ICD-10 coding and advance experience with Personal Care Assistant program. Two year of lead or supervisory experience. Staff development and training experience. Policy and procedure development experience. Data analysis and reporting experience. Use of Microsoft Office applications.
Preferred Experience
Experience working with state and federally funded program in an HMO or MCO utilization review environment highly desirable. Member and provider facing experience preferred.

The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.
As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

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