Outpatient Counseling Program Coordinator

The Up Center is the oldest and largest child and family services agency in Hampton Roads and has been part of our community since 1883. As one of the largest nonprofit providers of evidence-based mental health services in our region we provide personal and innovative services to approximately 10,000 children and adults each year. Purposefully evolving over the years to meet the changing needs of our region, we have a deep understanding how trauma and mental health impacts children’s, families, and individuals’ ability to thrive. We work daily to transform both our services and the system of care in our community and have clearly stated strategic goals to both champion this need and to increase our capacity to provide critical services. We execute in collaboration with other organizations, invest in the professional development of our team and are committed a focus on recovery and resilience.

Role Responsibilities

• Ensures execution of Mental Health (MH) and Substance Use Disorder (SUD) Counseling intake processes that achieve a positive client experience and timely access to services by designing efficient workflows, reducing wait times, and monitoring access-to-care metrics.
• Provides oversight of a centralized referral process, ensuring efficient client scheduling practices and using data (e.g., referral volume, time to first appointment, no-show rates) to evaluate performance and improve procedures.
• In collaboration with the Intake Coordinator, develops and implements processes to evaluate, improve, and expand intake operations.
• Manages training for all staff on the proper use of the electronic health record (EHR).
• Ensures comprehensive data collection across programs by standardizing how information is entered, tracked, and maintained within the EHR.
• Monitors documentation quality to ensure all required clinical and administrative records are completed accurately and within required timeframes.
• Generates routine and ad hoc reports and translates data into clear, actionable insights for leadership and program staff.
• Uses program data to inform the annual budget process, including forecasting service demand and setting measurable service targets and benchmarks.
• Develops and oversees protocols to ensure compliance with all applicable grant requirements and local, state, and federal regulations.
• Monitors referral trends and service utilization data and maintains communication with referral sources to ensure access needs are being met.
• Collaborates with the Outpatient Clinical Director to identify and engage referral sources, using data to guide outreach efforts.
• Works with leadership to expand existing counseling services and identify new program opportunities. .
• Oversees key administrative and operational functions, and alignment of services with productivity reporting, payroll coordination, demographic and grant reporting, chart audits, staff scheduling, credentialing, and annual training plans.
• Coordinates with the Program Director to support Continuous Quality Improvement (CQI) efforts.
• Conducts routine audits of the EHR to ensure data accuracy, completeness, and consistency, and addresses discrepancies.
• Develops and implements processes for distributing, collecting, and analyzing client satisfaction surveys and other evaluation tools. Assists with clinical crisis coordination and support, ensuring timely communication, appropriate documentation, and alignment with program protocols.
• Promotes strong teamwork and collaboration by effectively communicating across clinical, administrative, and operational roles.
• Ensures appropriate and effective use of technology across operations, and supports staff in troubleshooting and adopting new systems and workflows.
• Applies knowledge of healthcare systems, funding structures, and regulatory environments to support program operations, compliance, and sustainability.
• Performs other duties as assigned.

Qualifications

• Degree in business management or public health or related field
• Management experience, preferably in the healthcare sector.
• Experience with utilizing and training others on Electronic Health Record systems.
• Strong technology literacy.
• Leadership qualities, with good communication skills.
• Hands on experience in generating, analyzing and presenting data reports.
• Excellent organizational and time-management skills
• Outstanding communication, interpersonal skills that promote team work.
• Attention to detail.
• Proactive problem solver.

The Up Center is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, military, veteran status, or any other characteristic protected by applicable law.