Supervisor of BH Clinical Support

It's an exciting time to join the WellSense Health Plan, a growing regional health insurance company with a 25-year history of providing health insurance that works for our members, no matter their circumstances.

Job Summary:

The Supervisor of Behavioral Health Clinical Support (Supervisor) is responsible for the daily operations and performance management of the Behavioral Health Clinical Support Team. This role provides direct supervision, guidance, and oversight to BH Care Coordinators and other support staff as needed.

Responsibilities include managing the intake and triage of incoming calls, ensuring timely and appropriate call assignment, monitoring, call resolution, and reporting. The Supervisor also oversees care coordination activities, including case assignment, caseload supervision, referral management, and post-discharge follow-up call processes.

This position collaborates closely with leaders and staff from other teams and departments, including BH Care Management, BH Utilization Management, medical Care Management, and Member & Provider Services, to support members' needs, effective transition, medical integration, and care coordination processes. Additionally, the Supervisor supports the development and implementation of policies, workflows, standard operating procedures (SOPs), and performance monitoring metrics.

Our Investment in You:

* Full-time remote work

* Competitive salaries

* Excellent benefits

Key Functions/Responsibilities:

• Provide supervision, training, guidance, and support to BH Care Coordinators and other support staff.
• Serve as a primary point of contact for




• inquiries and escalated cases involving members with behavioral health and/or substance use.
• cases transferred to the BH Clinical Support Team
• cases referred to WellSense BH Programs




• Oversee triage workflows, calls and case assignments, and monitoring of caseloads to ensure timely and effective service delivery.
• Review and provide feedback on case documentation and other responsibilities to ensure compliance with regulatory and contractual requirements.
• Actively participates in clinical rounds and supports health plan initiatives related to behavioral health care.
• Collaborates with the Snr. Manager of BH Care Management, other BH and care management staff members, Operations, and other teams and departments to develop and implement policies, workflows, and SOPs.
• Monitor and address team performance and metrics to ensure quality outcomes and process improvements.
• Manage all aspects of the BH Clinical Support Program, including triage, referrals, case tracking, and routing appropriate cases to the different WellSense BH programs based on criteria and risk level.
• Apply evidence-based practices such as Motivational Interviewing, Harm Reduction, Trauma-Informed Care, and Stages of Change to support member engagement and adherence.
• Identify and address service delivery gaps and barriers; oversee evaluation, service planning, and implementation to improve care outcomes.
• Promote integration of BH and physical health care by ensuring coordinated service delivery and effective communication across teams.
• Facilitate regulatory and accreditation-related communications and documentation.
• Meet and exceed departmental productivity and quality benchmarks; manage caseload volume, timeliness, and overall management effectively.
• Maintains consistent and reliable attendance as an essential function of the role.
• Provides coverage for escalated member calls including crisis and threat-of-harm call routing and management.
• Provide crisis intervention support using clinical judgment to de-escalate situations and assist members in stabilizing their conditions.
• In rotation with other behavioral health leadership, provide back-up support to the on-call UM clinician
• Perform other duties as assigned to support departmental goals and initiatives.

Supervision Exercised:

• Direct supervision of clinical support care coordinators and support staff as assigned.

Supervision Received:

• General supervision is received weekly.

Qualifications:

Education:

• A master's degree in a behavioral health field such as psychology, clinical counseling, social work, or psychiatric nursing is required.

Experience:

• Three or more years of related experience in Mental Health, BH care management or care coordination, and/or substance abuse treatment
• Three or more years of related experience supervising staff.

Experience Preferred/Desirable:

• Experience with Medicaid and Medicare recipients and community services.
• Experience with care management and care coordination
• Experience in a health plan or insurance environment
• Experience supervising care coordination teams
• Experience managing intake departments, call centers, or member/patient support preferred

Certification or Conditions of Employment:

• Must hold a current Massachusetts or New Hampshire state licensure




• Licensed Independent Clinical Social Worker (LICSW), Licensed Mental Health Counselor (LMHC)/Licensed Clinical Mental Health Counselor (LCMHC), or Licensed Marriage and Family Therapist (LMFT).

Competencies, Skills, and Attributes:

• Able to work in a fast-paced environment; ability to multi-task.
• Experience with standard Microsoft Office applications, particularly MS Teams, Outlook, Word, Excel, Power Point and other data entry processing applications.
• Strong analytical and clinical problem-solving skills.
• Demonstrated ability to successfully plan, organize, implement and manage projects within a health care setting.
• Detail oriented and excellent analytical skills.
• Ability to work independently and as part of a team.
• Strong oral and written communication skills; ability to interact within all levels of the organization.

Working Conditions and Physical Effort:

• Work is normally performed in the community but may require attendance at meetings in the corporate office

About WellSense

WellSense Health Plan is a nonprofit health insurance company serving more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded in 1997, WellSense provides high-quality health plans and services that work for our members, no matter their circumstances. WellSense is committed to the diversity and inclusion of staff and their members.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. WellSense participates in the E-Verify program to electronically verify the employment eligibility of newly hired employees