SMI Program Operations Specialist

Job Summary & Essential Functions

The SMI Program Operations Specialist supports the daily operations, service coordination, and performance monitoring of Valle del Sol's Serious Mental Illness (SMI) program. Working collaboratively with patients, providers, interdisciplinary teams, and community partners, the Specialist coordinates court-ordered treatment (COT) tracking, provider schedules, referrals, care transitions, member follow-up, and program documentation to promote continuity of care and effective service delivery.

Using a strengths-based, trauma-informed, culturally responsive, recovery-oriented, and patient-centered approach, the SMI Program Operations Specialist helps identify service gaps, reduce barriers to care, support patient engagement, and facilitate timely coordination of services.

SMI Program Coordination

• Coordinate provider schedules, team calendars, appointments, referrals, eligibility follow-up, and other daily SMI program workflows.
• Track hospital admissions, discharges, transfers, and transitions of care; communicate updates and outstanding follow-up needs to the appropriate team members.
• Participate in interdisciplinary meetings, document operational action items, and follow up with responsible staff to support continuity of services.
• Serve as an operational point of contact for members, families, providers, hospitals, courts, and community partners, referring clinical questions and decisions to authorized staff.

Court-Ordered Treatment and Member Tracking

• Maintain COT tracking lists, deadlines, appointments, required contacts, and supporting records in accordance with established procedures.
• Coordinate the collection and routing of court-related documents and status updates to designated clinical or legal personnel; promptly escalate missing, overdue, or inconsistent information.
• Track appointment attendance, reported medication follow-up needs, service engagement, and other required activities without independently determining treatment compliance or directing clinical care.

Quality, Reporting, and Documentation

• Monitor assigned operational and quality indicators, including behavioral health care gaps, service intensity, member engagement, hospitalizations, and outcome measures.
• Prepare and maintain accurate census reports, tracking lists, dashboards, and routine performance reports; flag exceptions and trends for review.
• Enter, scan, upload, reconcile, and maintain timely member and program documentation in the electronic health record (EHR) and approved systems.
• Support data validation, audit preparation, workflow improvement, and follow-up on assigned quality or documentation gaps.

Professional Responsibilities

• Protect confidential member information and follow privacy, safety, documentation, and compliance requirements.
• Collaborate respectfully across disciplines, participate in required training, and contribute to process improvement.
• Perform other related duties as assigned.

Qualifications

Education

Required

• High School Diploma or GED

Preferred

• Associate's or bachelor's degree in behavioral health, public health, social services, healthcare administration, or a related field.

Experience

Required

• At least two (2) years of experience in administrative operations, program coordination, care coordination support, or customer service in healthcare, behavioral health, social services, managed care, or a related setting.
• Experience maintaining accurate records, tracking deadlines or service activity, and preparing reports or status updates.
• Experience communicating with diverse individuals and coordinating information across teams while protecting confidential information.

Preferred

• Experience supporting SMI or community behavioral health programs, including COT tracking or related court documentation workflows.
• Experience with EHR systems, healthcare quality measures, care-gap monitoring, referral workflows, or care transitions.
• Familiarity with AHCCCS and Arizona behavioral health service systems.

Licensure/Certification

Required

• Must meet Valle del Sol's applicable Behavioral Health Technician (BHT) qualification, credentialing, and competency requirements.
• Assigned behavioral health services, including case management and care coordination, must be performed within demonstrated competencies, under applicable clinical supervision, and in accordance with organizational policies and payer requirements.
• Must practice within the scope of applicable credential(s), consistent with organizational policies and populations served.
• BLS certification, or ability to obtain within 5 days of start date.
• Arizona Level I Fingerprint Clearance Card, or ability to obtain within 5 days of start date.

Preferred

• Specialized training related to SMI

Other Requirements

• Must be at least 18 years of age.
• Must be authorized to work in the United States.
• Must be able to pass pre- and continued employment screenings successfully.

Knowledge, Skills, and Abilities

• Knowledge of administrative workflows supporting SMI services, member engagement, and interdisciplinary care coordination.
• Ability to maintain COT trackers, service deadlines, referral and transition records, and follow-up lists accurately.
• Ability to compile, validate, and interpret routine operational reports, performance measures, and care-gap data; identify discrepancies for escalation.
• Proficiency with EHR systems, Microsoft Outlook, Excel, Word, Teams, and related documentation and reporting tools.
• Strong organizational skills, attention to detail, and ability to manage competing priorities and deadlines.
• Ability to distinguish administrative tracking and coordination from clinical judgment, treatment decisions, and legal determinations.
• Ability to communicate effectively with patients, staff, and community partners.
• Ability to maintain accurate documentation and comply with regulatory requirements.
• Ability to work effectively in a multidisciplinary team environment.
• Ability to provide culturally responsive and trauma-informed services.
• Ability to handle sensitive information discreetly and respond professionally to complex or emotionally charged situations.

Working Conditions & Physical Requirements

Work Environment

This position may operate in clinical, office, or community settings including clinics, administrative offices, outreach locations, client homes, partner agencies, and community sites. Employees may interact with individuals experiencing behavioral health challenges, emotional distress, or complex social needs. Standard safety precautions and personal protective equipment (PPE) may be required as applicable.

Typical requirements may include

• Sitting, standing, walking, bending, and reaching for extended periods
• Operating computers, mobile devices, and standard office or clinical equipment
• Travel to various Valle del Sol locations or community sites when required
• Lifting or moving materials or equipment up to 25 pounds

Schedule & Travel

Work schedules may vary based on program needs and may include evening or weekend hours. Some positions may require local travel between Valle del Sol sites or community locations.

Equipment

Employees may operate standard office, clinical, and communication equipment including computers, phones, printers, electronic health record systems, laptops, and mobile devices.

Compliance Requirements

Employees must maintain compliance with all Valle del Sol policies and applicable regulatory requirements, which may include:

• Licensure, certification, credentialing, and/or privileging requirements applicable to the position.
• Required immunizations and occupational health clearances.
• Tuberculosis (TB) testing and Hepatitis B screening or declination, when applicable.
• Arizona Level I Fingerprint Clearance Card when required by law or program.
• Valid driver's license and acceptable driving record when operating a vehicle for company business.
• Completion and maintenance of required training, certifications, and continuing education.

Additional information

Failure to obtain or maintain required credentials, clearances, or compliance requirements may impact eligibility for employment or continued assignment in the role.

Benefits

• 401(k)
• 401(k) matching
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Life Insurance
• Paid Disability Insurance
• Paid time off
• Employee assistance program
• Employee discount
• Professional development assistance
• Referral program
• Particpation in the NHSC Loan Repayment Program for qualifying positions!