Implements and provides guidance to team on best practices for conducting assessments and determining diagnoses. Provides guidance and feedback and mentors team on communicating to share results, discuss treatment plans, and provide resources. Mentors across teams on member/patient advocacy, anticipating care issues, implementing feedback, and/or responding to complaints, participates in the development of care experience standards and ensures high-quality care experiences, provides guidance on determining the appropriate services for referrals, and implements standards for sharing information with providers. Provides guidance to ensure quality therapy programs and manages the implementation of new programs across teams, implementing adjustments to improve services, as well as coaching team on implementing improvements to programs, and ensures the optimal utilization of programs. Provides guidance across teams on regulatory policies, standards, and procedures to ensure compliance, consulting with Compliance, and implements processes to guide team on documentation, records, and reports according to regulations.

• Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams.


• Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making. Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.


• Ensures effective client care by: mentoring others across teams on member/patient advocacy, anticipating care issues, implementing customer feedback, and/or investigating and responding to member/patient complaints to increase satisfaction; participating in the development of member/patient care experience standards and ensuring high-quality member/patient care experience and service across teams; and providing guidance on determining the appropriate services for member/patient referrals and implementing standards for sharing information with providers.


• Manages compliant services by: providing guidance across teams on organizational, state, and federal guidelines as well as regulatory policies, standards, and procedures to ensure compliance, consulting with Compliance when necessary; and implementing processes to guide team on written and electronic documentation, records, and reports according to department, federal, and state regulations.


• Manages high quality counseling services by: providing guidance and feedback to multiple teams facilitating psychological/behavioral interventions; mentoring team on communicating with patients, members, or families to share results, discuss treatment plans, provide resources, and answer questions with empathy and support; and implementing procedures for assessing and treating urgent, high-risk clinical situations (e.g., crisis, suicidal), overseeing results to ensure appropriate interventions and prompt resolutions.


• Manages patient evaluations and diagnoses by: implementing and providing guidance to team on best practices for conducting member/patient assessments and mental health evaluations to determine diagnoses, recommending evidence-based treatment plans, and approaches for identified diagnoses (e.g., individual and group therapy).


• Drives program development and management by: providing guidance, feedback, and best practices to ensure quality and effective therapy programs and managing the implementation of new programs (e.g., in-/out-patient psychotherapy, chemical dependency) across teams, implementing adjustments to improve impact of services; contributing to building systems and processes for outcome management as well as coaching team on recommending and implementing improvements to clinical treatment programs, designs, or protocols; and analyzing the productivity of therapy programs for providers and ensuring the optimal utilization of programs.