Intake and Compliance Manager

Job Title: Intake and Compliance Manager

Reports To: OMHC Director

Position Type: Full-Time

Department: OMHC Department

Location: Hybrid; Hyattsville, Maryland(onsite 2 days a week)

Salary: $80,000-$85,000

Position Summary

The Intake and OMHC Compliance Manager is responsible for the day-to-day oversight, coordination, and quality management of the agency's Intake process and related client access functions. This position also monitors therapist productivity and compliance with agency-established productivity expectations, documentation requirements, and operational policies.

The Intake and OMHC Compliance Manager works closely with the OMHC Director, contract clinical supervisors, therapists, intake staff, and administrative personnel to ensure that clients move efficiently through the intake and admission process and that clinical staff meet established agency expectations. 

Essential Responsibilities

Intake Process Oversight

• Supervise and manage the day-to-day operations of the Intake Department.
• Establish and maintain standardized intake workflows and procedures.
• Monitor referrals from initial receipt through scheduling, assessment, admission, or appropriate disposition.
• Ensure referrals are responded to within agency-established timeframes.
• Monitor pending referrals, scheduled intakes, missed appointments, cancellations, and admissions.
• Identify barriers or delays in the intake process and implement corrective measures.
• Ensure intake staff follow agency policies, procedures, documentation requirements, and applicable regulatory standards.
• Coordinate with clinical staff and contract supervisors regarding appropriate assignment of new clients.
• Monitor the quality and completeness of documentation intake.
• Maintain accurate intake-related reports and statistics.
• Identify trends in referrals, admissions, no-shows, and client access and report significant concerns to the OMHC Director.

Therapist Productivity & Compliance

• Monitor therapist productivity in accordance with agency policy and established productivity standards.
• Review productivity reports regularly and identify staff who are not meeting established expectations.
• Follow up with therapists regarding productivity deficiencies and document appropriate interventions.
• Work with therapists to identify barriers affecting productivity, including scheduling, cancellations, documentation delays, caseload concerns, or other operational issues.
• Monitor therapist schedules to ensure appropriate availability for client appointments.
• Monitor completion of required documentation within agency-established timeframes.
• Provide regular productivity reports and updates to the OMHC Director.
• Implement performance-improvement measures when productivity expectations are not being met.
• Escalate persistent or significant performance concerns to the OMHC Director.
• Coordinate with contract clinical supervisors when productivity or performance concerns have a clinical component.

Quality Assurance & Policy Compliance

• Monitor staff compliance with agency policies and procedures.
• Conduct periodic reviews of intake, scheduling, productivity, and documentation processes.
• Identify operational deficiencies and recommend corrective action.
• Assist the OMHC Director with quality-improvement initiatives.
• Participate in internal audits and preparation for regulatory, payer, licensing, or accreditation reviews.
• Ensure staff receive and understand changes to agency policies and procedures.
• Assist in developing and updating departmental procedures and workflows.

Staff Support & Performance Management

• Provide day-to-day administrative supervision and support to assigned staff.
• Assist with onboarding and orientation of Intake and related support staff.
• Provide feedback regarding employee performance and adherence to agency expectations.
• Conduct or assist with performance evaluations as assigned by the OMHC Director.
• Address routine employee concerns and escalate significant issues appropriately.
• Recommend disciplinary or corrective action to the OMHC Director when warranted.
• Identify training needs and coordinate appropriate training opportunities.

Client Access & Service Coordination

• Monitor client access to services from referral through admission.
• Address operational barriers that may prevent clients from accessing services.
• Assist with resolving client complaints related to intake, scheduling, interpreter services, or access to care.
• Coordinate with clinical and administrative personnel to resolve service-delivery issues.
• Monitor waitlists and identify clients who may require expedited attention.
• Assist with difficult or complex intake situations as appropriate.

Data, Reporting & Administrative Responsibilities

• Develop and maintain routine reports to monitor key operational metrics, including referral volume, intake completion, admissions, and referral disposition. 
• Track therapist productivity and documentation compliance, as well as scheduling and appointment availability. 
• Monitor no-shows and cancellations to identify trends and support operational improvements.
• Identify trends and make recommendations for operational improvement.
• Participate in staff and management meetings.
• Assist the OMHC Director with special projects and agency initiatives.
• Perform other duties consistent with the position and assigned by the OMHC Director.

Supervisory/Management Authority

The Intake and OMHC Compliance Manager is responsible for administrative and operational oversight of assigned Intake and support functions and may provide administrative supervision to 10+ designated staff. The position may monitor productivity, documentation, attendance, scheduling, policy compliance, and other employment-related performance expectations.

Clinical supervision of licensed clinicians remains the responsibility of the agency's designated qualified clinical/contract supervisors, consistent with applicable licensing requirements, payer requirements, and agency policy.

Qualifications

• Master’s degree in social work, Counseling, Psychology, Human Services, Healthcare Administration, or a related field preferred.
• Licensed in The State of Maryland as either an LCSW-C,  LCPC, or LMFT is required.Experience in behavioral health, mental health, social services, or an OMHC environment.
• 5 years of supervisory or management experience preferred.
• Knowledge of behavioral health documentation, productivity standards, and clinical operations.
• Strong organizational, communication, problem-solving, and leadership skills.
• Ability to monitor staff performance and address performance concerns professionally.
• Ability to work effectively with licensed clinicians, contract supervisors, administrative staff, clients, and external referral sources.

Synergy Family Services is an equal opportunity employer and welcomes qualified applicants committed to ethical, equitable, and high-quality behavioral-health care.