Sr. Program Manager, Enrollment

Ranked one of Tennessee’s top places to work, MHC is a rare and special place where outstanding company culture is intentional. Where clients and associates are treated the same, as equals.

Mental Health Cooperative, Inc. (MHC) was formed in 1993 to serve individuals with severe and persistent mental illness.  Since then, we have expanded our services to children and adolescents with severe emotional disorders across Middle and East Tennessee.

Our sole purpose is to support and treat those challenged with serious mental illness and poverty. Although based out of Nashville, we serve several communities across middle and East Tennessee with satellite offices in Antioch, Gallatin, Dickson, Columbia, Cleveland, Murfreesboro, Clarksville, Cookeville, Chattanooga, and Memphis. 

If you are interested in joining a team that is caring, collaborative, innovative and energizing this might be a great place for you!

Job Title: Senior Program Manager, Enrollment                                          

Department: Integrated Care                                   

Reports to:  Director of Consumer Engagement Hub/Call Center    

JOB SUMMARY: The Senior Program Manager, Enrollment provides clinical and operational leadership for MHC’s enrollment call center and engagement lines. This role ensures person-centered, timely access to care by overseeing behavioral health enrollment clinicians, patient services representatives (PSR), and the clinical float pool. Responsibilities include clinical supervision, quality assurance, workflow optimization, staffing oversight, and regulatory compliance. The role is critical in driving continuous improvement and cross-departmental collaboration to enhance the consumer experience and streamline access across service lines.

Schedule: Monday-Friday, 8:00 AM - 5:00 PM (40 hours / week)

Compensation: $78k-85k annual salary

Key Responsibilities

Supervision & Coaching

• Provide direct supervision to both Behavioral Health Clinicians – Enrollment and non-clinical associates

• Maintain clear documentation of supervision activities.

• Deliver ongoing performance feedback and coaching on clinical quality, timeliness, and productivity.

• Set and monitor individual and team goals based on performance metrics and care standards.

Leadership & Operations

• Lead strategic planning and implementation of enrollment workflows and service improvements.

• Hire, onboard, develop, and offboard associates.

• Champion organizational values—Connection, Innovation, Compassion, and Integrity—in daily operations.

• Serve as a liaison with cross-functional leaders to strengthen care coordination.

Compliance & Quality Oversight

• Ensure adherence to licensing, documentation, billing, and supervision regulations.

• Monitor standard operating procedures, policies, and clinical guidelines to ensure best practices.

• Participate in internal audits and quality improvement initiatives.

Data-Driven Management

• Use data to assess performance, guide coaching conversations, and respond to operational demands.

• Identify trends to inform proactive decision-making and support continuous improvement.

Learning & Development

• Support clinician growth by identifying individual development goals and tracking progress.

• Collaborate to design and deliver training that builds clinical and technical competencies.

Other Responsibilities: 

• Responsible for attending all mandatory in-services, continuing education and annual health requirements.

• Comply with all Corporate Compliance policies, practices and procedures.

• Report all unethical activities to supervisor, Corporate Compliance Office, Values Hotline number or Human Resource Director.

• Comply with all OSHA and safety policies, practices, and procedures.  Report all unsafe practices or accidents to supervisor, Safety Supervisor and/or OSHA Coordinator.

• Will be compliant with the relevant regulations concerning the privacy and security of consumer’s protected health information (PHI) as established by the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

• Participate in proactive team efforts to achieve departmental and company goals.

• Perform other duties as assigned.

• Provide leadership to others through example and sharing of knowledge/skill.

• Follow all policies and procedures set by the Agency.

REQUIREMENTS:

Essential Skills and Experience:

• Master’s degree Clinical Psychology, Social Work (MSW), or related field.
• Full licensure as an LCSW (Licensed Clinical Social Worker), LPC (Licensed Professional Counselor), or equivalent
• Minimum 2 years of clinical experience
• Minimum 2 years of leadership experience in behavioral healthcare
• Must maintain active license and good standing with Licensing and Health Boards of Tennessee
• Excellent communication, collaboration, initiative, organizational, and clinical skills

Essential Requirements for the Position:

• Valid Tennessee Driver’s License
• Acceptable Motor Vehicle Report (MVR)
• Acceptable Criminal Background Investigation
• Cell Phone

ABOUT YOU:

Core Competencies: 

Leadership Skills 

• Ability to lead by example 
• Ability to make sound decisions quickly and decisively 
• Ability to motivate staff 
• Ability to identify strengths and weaknesses of provide coaching on professional growth areas
• Is cool under pressure; does not become defensive or irritated when times are tough; can be counted on to hold things together during stressful times 

Team Oriented 

• Assist teammates as needed 
• Creates and maintains a climate in which teammates want to do their best 
• Can quickly find common ground and solve problems for the good of the team 

Interpersonal Skills 

• Can negotiate skillfully in difficult situations with both internal and external groups; can win concessions without damaging relationships; can be both direct and diplomatic 

 Customer Service 

• Internal & external customer service indicative of mutual respect & trust 

Joint Commission Competencies: 

• Consumer Engagement – establishes and maintains a therapeutic relationship via effective, appropriate communication and behaviors with consumers.  
• Actively participates in consultation process.  
• Complete all clinical documentation in specified time periods.  
• Demonstrates ability to work independently, to make critical decisions and to work collaboratively as an integral part of a team.
• Demonstrates evidenced informed practice related to substance use disorders.  
• Demonstrates evidenced informed practice related to clinical care of children and youth.  

Reporting to this Position: 

• None 

Physical Demands and Work Environment: 

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. 
• Work environment: The noise level in the work environment is usually moderate. 

BENEFITS:

Mental Health Cooperative offers a full comprehensive benefit plan for you to participate in. The following products are available:

• Medical Insurance/Prescription Drug Coverage
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Basic Life and AD&D Insurance
• Short- & Long-Term Disability
• Supplemental Life Insurance
• Cancer Insurance
• Accident Insurance
• Critical Illness Insurance
• 403b - Retirement Plan
• Calm App for medication and mental health
• Gym membership discounts

Mental Health Cooperative embraces inclusion, diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Mental Health Cooperative is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.