Job Description

Mobile Crisis Response Manager

Hidden Roots Mental Health, LLC is dedicated to helping individuals achieve wholeness and well-being through compassionate care and evidence-based practices.

The Mobile Crisis Response (MCR) Manager is responsible for overseeing all operational, clinical, and compliance-related functions of the MCR program in Virginia. This role ensures seamless client flow, staff accountability, regulatory compliance, and accurate payroll and timesheet approvals while maintaining high-quality crisis response services aligned with DBHDS and Medicaid requirements.

The MCR Manager serves as the central point of coordination between dispatch, clinical staff, administration, and leadership and reports directly to the Director / Executive Leadership.

Program Oversight & Operations

• Oversee all MCR program workflows from intake, dispatch, response, documentation, follow-up, and billing readiness
• Ensure adherence to DBHDS, DMAS, Medicaid MCO, and contractual requirements
• Maintain daily awareness of MCR census, response times, and service delivery outcomes
• Identify workflow gaps and implement corrective action plans as needed
• Serve as point person for crisis escalations, operational issues, and field support

Staff Management & Supervision

• Supervise MCR staff including clinicians, QMHPs, peers, and support personnel
• Ensure appropriate staffing coverage for all shifts, on-call schedules, and crisis rotations
• Conduct regular supervision, check-ins, and performance monitoring
• Address attendance issues, policy violations, and corrective actions in collaboration with HR
• Support onboarding and training of new MCR staff

Compliance & Quality Assurance

• Ensure all clinical documentation meets medical necessity and timeliness requirements
• Monitor completion of:
• Safety plans
• Crisis assessments
• Disposition documentation
• Follow-up and referrals
• Conduct regular chart audits and corrective feedback
• Ensure compliance with HIPAA, confidentiality, and risk management standards
• Prepare for audits, site visits, and internal reviews

Payroll & Timesheet Approval

• Review and approve staff timesheets for accuracy and compliance with policy
• Ensure time entries align with scheduled shifts, services rendered, and documentation
• Address payroll discrepancies prior to submission deadlines
• Collaborate with HR and payroll departments to resolve pay issues
• Monitor overtime, missed punches, and unauthorized time entries

Coordination & Communication

• Work closely with intake, dispatch, billing, and leadership teams
• Ensure insurance verification processes are followed prior to service delivery
• Maintain professional communication with external partners, hospitals, law enforcement, and community agencies
• Participate in leadership meetings and program planning initiatives

Reporting & Data Tracking

• Track and report:
• Response times
• Service utilization
• Staff productivity
• Compliance indicators
• Maintain accurate internal trackers and dashboards as required
• Provide regular updates to leadership on program performance and risks

What We Are Looking For

Required

• Bachelor's degree in Human Services, Social Work, Psychology, or related field (Master's preferred)
• Experience working in Mobile Crisis Response, crisis services, or emergency behavioral health
• Strong understanding of Virginia DBHDS and Medicaid MCR requirements
• Supervisory experience in a behavioral health setting
• Proven experience with timesheet review and payroll approval
• Strong organizational, leadership, and problem-solving skills

Preferred

• Licensed or license-eligible clinician (LCSW, LPC, LMFT, LMHP, or equivalent)
• Experience with EHR systems and Medicaid billing workflows
• Crisis Intervention Team (CIT) or crisis management training
• Audit and compliance experience

Skills & Competencies

• High attention to detail and compliance
• Strong leadership and accountability mindset
• Ability to manage high-pressure situations calmly and effectively
• Excellent written and verbal communication skills
• Ability to multitask and manage competing priorities
• Proficiency with scheduling, payroll, and documentation systems

Work Environment

• Combination of office-based and field-based responsibilities
• On-call availability may be required based on program needs
• Fast-paced, mission-driven environment serving individuals in crisis

What We Offer

• We offer a competitive compensation.
• This is a 1099 independent contractor position.
• Full-time position in a hybrid setup.

Why Join Us? If you are a dynamic leader passionate about community-based mental health services, we invite you to apply. Join our team and play a pivotal role in shaping impactful programs that make a lasting difference in the lives of individuals in need. Help drive positive change within our organization and contribute to a culture of compassion, growth, and excellence.

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