MGB Behavioral & Mental Health is an enterprise clinical service that supports and collaborates with all behavioral health departments and services across Mass General Brigham. Reporting to the Administrative Manager, Acute Care Services, the Manager for Central Access & Disposition supports system initiatives by providing clinical and operational leadership and guidance to the Central Access and Central Disposition Teams that enhance behavioral health patient flow across Mass General Brigham's emergency departments, medical floors, and behavioral health inpatient units. The Manager works closely with the Administrative Manager, the BH Access & Assessment Nurse, and other leaders and members of the Behavioral & Mental Health teams to facilitate initiatives across the system that improve patient throughput and access.
Principal Duties and Responsibilities
- Oversee and monitor daily operations of both the Central Access and Central Disposition teams to ensure seamless processing of referrals 24/7
- Ensure consistent implementation of standard workflows that facilitate access to various levels of behavioral health care for patients awaiting treatment across all MGB hospitals
- Proactively manage and report out on projects related to Central Access & Disposition operations such as voluntary transportation agreements, patient progression partnership efforts or other initiatives as assigned by Administrative Manager
- Serve as point of escalation for shift leaders and internal/external stakeholders regarding complex cases or circumstances
- Working closely with BH Navigators and BH Access & Assessment Nurse, proactively identify complex cases that may require higher levels of intervention and actively support appropriate escalation or management of those cases
- Working closely with Administrative Manager, assist in exploration and follow-up regarding safety reports or concerns related to team operations
- Oversee and maintain accountability for daily schedule with support of shift leaders, assessing coverage needs based on operational efficiency and demand, and securing coverage for 24/7 operations
- Assist in human resource management including hiring and onboarding new employees and supporting consistently high performance of all employees
- Manage annual performance evaluations for direct reports
- Design training curriculum and coordinate with team trainers to facilitate training of new employees
- Develop and monitor success metrics that ensure robust onboarding experience and ongoing performance management
- Proactively identify vulnerabilities in daily workflows, proposing and implementing solutions for process improvement
- Actively engage in the preparation and reporting of data, metrics, and outcomes to reflect progress toward program goals; help train team of resource specialists who will manage the initial drafts of this data and reporting
- Represent Behavioral & Mental Health with internal and external stakeholders, actively participating, and supporting local, central, and statewide efforts toward improved throughput
- Participate in the daily operations of Central Access & Central Disposition as needed based on coverage and staffing
- Develop and facilitate staff meeting cadence and support Navigators and shift leaders in developing and facilitating shift huddles to support smooth operating of 24/7 team
- Oversee communications to both teams regarding pertinent and time-sensitive operational or clinical information and updates
- Participate in Admin On-Call rotation, including 24/7 on-call coverage approximately 1 week per month
- Admin on-call responsibilities include but are not limited to responding to staffing/coverage needs unable to be managed by shift leads, response to emergencies, any escalations unable to be managed by working team, monitoring and managing communications related to BMH capacity, high-level awareness of behavioral health capacity, demand, and patient flow
- Travel to and participate in local site-visits as is necessary to support BMH efforts
- Maintain accessibility and scheduling flexibility: Although general expectation is weekday business hours, because this position involves oversight of 24/7 operations, this role may require periodic non-traditional working hours to accommodate meetings or other unexpected urgent needs. Full coverage of all administrative and clinical responsibilities of this role is crucial, so coverage must be formally secured if unavailable.
Additional Minimum Qualifications: *
- Bachelor's degree required; master's degree preferred; concentration in Social Work, Psychology or Health Care preferred; independent licensure preferred
- 5-7 years experience in resource management, operations, or a related field
- 2-3 years experience in supervisory or leadership role
- 2-3 years experience within a hospital or healthcare setting; behavioral health preferred
- Experience working in complex health system preferred
- Knowledge and familiarity with MGB behavioral health systems preferred
Additional Skills/Abilities/Competencies Required: *
- Strong knowledge of resource management practices, including staffing
- Excellent leadership skills
- Strong analytical skills with the ability to interpret data and make informed decisions
- Excellent written and verbal communication skills
- Excellent judgement and organization skills
- Ability to be flexible and resourceful
- Assessment and problem-solving skills
- Familiarity with mental health treatments and services, systems of care and community resources in Massachusetts
- Intermediate proficiency in Excel, Word, PowerPoint, and Teams
- Ability to work independently and as a part of a team
Supervisory Responsibilities:
- Direct management of approximately 10-15 Resource Specialists
- Shared supervisory oversight (dotted line) of multiple members of Central Access & Central Disposition teams including both Patient Navigators and Resource Specialists
Fiscal Responsibilities:
- No formal budgetary responsibility
- Expected to manage fiscal resources responsibly
Working Conditions: Hybrid Remote/Assembly Row campus, with local travel between Mass General Brigham sites and to Assembly Row, upon request *These department specific duties, qualifications and competencies are in addition to the Job Profile Description and have been developed as per the needs of the department for the Manager, Resource Specialists ("MGB BMH Manager, Central Access & Disposition") role.
Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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Mass General Brigham (Enterprise Services)
Nov 08, 2025