Provider Network Supervisor (Non-Medical Counseling)

Description

Leidos Health & Civil Sector is seeking a highly motivated and experienced Provider Network Supervisor to join our team. This position directly supports programs which provide a broad array of information, resources, referrals, mental health coaching and specialized support for military members and their families worldwide. These programs are directly responsible for supporting military community quality of life issues.

This job posting is in anticipation of future work.

The Provider Network Supervisor:

• Oversees timeliness and efficiency, and continuity of services of all network providers providing face-to-face, telephone, over the Internet via secure instant messaging (e.g., secure chat) or via real-time audio/video secure connection, non-medical counseling.
• Serves as the main point of contact for Providers in need of issues resolution regarding claims/After Action Report submission, Portal entry and navigation, etc.
• Tracks, reports concerns, and follows up to ensure adherence to all non-medical counseling SLAs, including participant satisfaction, case audit and quality of non-medical counseling concerns, timely submission of AARs, and Provider availability and direct point of contact and liaison for communicating Network Provider issues to Director of Program Operations and Provider and Programs Network Manager.
• Annually reviews, validates, and documents network providers licensure, credentials, proof of insurance, and required experience are current and proper for this program.
• Ensures network providers are following Informed Consent, Duty to Warn and Notice of Adverse Incident reporting procedures, participant eligibility verification procedures, escalation, and problem resolution procedures.
• Reports on provider complaints, issues of Provider non-compliance, to Provider and Programs Manager.
• Provides coaching to Network Providers related to program required documentation, warm handoff referrals, knowledge of all program services, navigating the Provider Portal, and on time submission of reports.
• Actively collaborates with program management team to continuously build and maintain a healthy culture with provider networks and across the full program team.
• Escalates any high visibility and adverse events to Provider and Programs Network Manager and Director of Program Operations.

• Monitors quality and tracks data against established SLAs and PQIs.
• Provides side-by-side training as needed to Network Providers based on participant feedback/case audits.
• Ensures accuracy and timeliness of Non-Medical Counselor documentation of the After-Action Report (AAR) for each case, the services provided, Z-code indicators, any follow-up activities performed or case closures.
• Collects, monitors, and analyzes Non-Medical Counselor interaction metrics and performance measure, including quality, continuity, and completeness of AAR reports.
• Monitors and reports non-medical counseling service delivery SLAs and if services delivered met the requirements, needs, and expectations of the participants.
• Resolves escalated issues, such as at risk cases. Identifies patterns, trends, and recommended remedies.
• Collects and prepares data on adverse events data for weekly meetings.
• Engages with Non-Medical Counselors on Duty to Warn or Mandated report situations to gather required information for reporting.
• Monitors compliance with contractor network provider agreements and with commercial EAP standards, professional EAP programs and ensures that COA and URAQ minimum requirements and standards are met.
• Provide guidance to Provider Network Non-medical counselors on DoD mandates and MC&FP policies.
• Performs other duties and special projects, based on business needs.

• Master's degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.
• Current valid unrestricted counseling license/certification from a State, D.C., a U.S. Commonwealth, or a U.S. Territory that grants the authority to provide counseling services as an independent practitioner in their respective fields.
• Minimum of two years of full-time counseling experience post-licensure.
• Requires 3+ years of experience leading mid-sized teams of licensed counseling professionals, ensuring protocol compliance, overseeing day-to-day operations, and providing input on hiring, performance evaluations, promotions, and terminations.
• Minimum of 3 years' experience in direct provider management: demonstrated experience managing relationships with subcontractor clinical providers and organizations, including coordination of service delivery, provider performance management or professional development, coordination and oversight, and issue resolution.
• Strong customer service skills, knowledge of call center operations, and knowledge and understanding of military lifestyle and culture.
• Proven proficiency in: Microsoft based tools including Word, Outlook, Excel; web-based research; electronic documentation systems.
• U.S. citizen and ability to speak fluent English.
• Ability to pass a criminal history and fingerprint background checks, and credential review/verification.
• This position is a remote position and requires a quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

• Certified Employee Assistance Professional (CEAP) credential.
• Veteran/military retiree, wounded warrior, and/or military spouse
• Experience working with and/or for military communities
• Employee assistance program (EAP) experience
• Call center experience
• Telehealth experience