CLINICAL MGR - CALL CENTER

Responsibilities

FHCHS of PR, Inc. organization with extensive experience in managing mental health benefits and developing solutions that promote the emotional well-being of individuals, families, workplaces, and communities. Since our foundation in 1996, at FHC Mental Health, we have worked to facilitate access to excellent mental health services and support people at different stages of their lives. Our experience has allowed us to evolve, expand our services, and develop integrated solutions that promote prevention, guidance, recovery, and continuity of care.

Website: https://fhcsaludmental.com/ .

The Clinical Manager (CLM) of the Behavioral Health Contact Center is responsible for the depth of the clinical interventions with people that require telephone counseling. CLM is responsible for crisis and emergency management and recommends the alternate care levels leading to a rehabilitation plan. Establish direct communication with leaders and representatives of the Behavioral Health Contact Center, with persons within FHC, mental health clinics, and with the divisions of the integrated system to guarantee the continuity of care. Consults with psychiatrists the more complex cases. Offers support to Case Managers and to all the efforts related to complying with handling the phone calls.

The Clinical Manager is responsible for telephonic counseling, managing referrals and providing support in the coordination and notification of appointments scheduled for our members, in accordance with the timeframes established in the organization's policies. This role also ensures accessibility and quality of care for our members.

• The Clinical Manager (CLM) of the Behavioral Health Contact Center is responsible for the depth of the clinical interventions with people that require telephone counseling. CLM is responsible for crisis and emergency management and recommends the alternate care levels leading to a rehabilitation plan. Establish direct communication with leaders and representatives of the Behavioral Health Contact Center, with persons within FHC, mental health clinics, and with the divisions of the integrated system to guarantee the continuity of care. Consults with psychiatrists the more complex cases. Offers support to Case Managers and to all the efforts related to complying with handling the phone calls. The Clinical Manager is responsible for telephonic counseling, managing referrals and providing support in the coordination and notification of appointments scheduled for our members, in accordance with the timeframes established in the organization's policies. This role also ensures accessibility and quality of care for our members.
• Counsels and provide support in the training or retraining process to new staff, if required.
• Attends and participates in the assigned meetings.
• Gathers the data and information requested for the preparation of reports of services and tendencies.
• Fulfills satisfactorily the objectives and task delegated within the established time.
• Identifies and reports relevant matters to the Behavioral Health Contact Center Director or her assignee.
• Complies with the established attendance and punctuality policy.
• Applies in a consistent manner the policies and procedures that are pertinent to the Behavioral Health Contact Center at FHC.
• Maintains professional conduct, follows the code of conduct, and maintains a therapeutic relationship with the patients and their relatives, according to the policies established at the institution.
• Faithfully comply with all policies and procedures of the Company and all requirements of our customers.
• No provides business information or material to our competitors or any other client.
• Agree to comply faithfully with the following requirements, but not limited to: Code of Conduct, Ethics, Confidentiality, Conflict of Interest, etc.
• Receives and verifies the referral for the coordination of appointments and requests additional information, if necessary.
• Timely coordination of care for members and dependents is essential.
• Issue authorizations for services coordinated and inform members/dependents.
• Notify the relevant parties of any coordinated appointments that may be necessary.
• Provide backup to Utilization Review Department out of business hours including document in the appropriate platform services request, provide information of service request status, provide information of operational hours, orient about the appointment of representative process, close previously authorized services and send notifications to providers, among others.
• Participate in a new project as assigned by the supervisor or director.

Qualifications

• Master's in social work, Psychology, Psychological Counseling, Mental Health Counseling, or Psychiatric Nursing
• Valid and current active license for Social Work, Psychiatric Nursing, Psychological Counseling, Psychology, or Mental Health Counseling
• Professional associating membership (colegiación): valid membership for Social Work and Psychiatric Nursing
• Two or more years of experience in the health field.
• Knowledge in Microsoft Office
• Preferred fully bilingual

Benefit & Rewards Highlights

• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match
• Career development opportunities within UHS and its 300+ Subsidiaries!
• Tuition incentive
• Continuing education incentive
• Vacation and sick license, among others.

About Universal Health Services

One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues during 2025 were $17.4 billion. In 2026, UHS was again recognized as one of Fortune World's Most Admired Companies and in 2025, was listed in Forbes ranking of America's Largest Public Companies.

Headquarters in King of Prussia, PA, UHS has approximately 101,500 employees and continue to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 40 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom. For additional information visit www.uhs.com.

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