Job Description

Make a Difference in Someone’s Life!

At Monarch, we work together to provide life-changing care in communities across North Carolina and Rhode Island. As a team, we provide hope, promote wellness, and empower individuals and families impacted by mental illness, substance use disorders, intellectual and developmental disabilities, and traumatic brain injury.

You Belong at Monarch

You deserve a positive and encouraging work environment - a place where you can do your best work and grow as a professional. That is just what you’ll find at Monarch. Here, we care for people, including our team members. We offer a comprehensive, competitive benefits package that supports full-time and part-time team members and their families. More than just a job, this opportunity with Monarch will give you room to spread your wings and grow because we believe in promoting from within and developing future leaders.

Job Highlights:

A Referral Access Department Supervisor, Crisis & Urgent Care Services must meet one of the following qualifications:

• Associate or Fully Licensed Clinical Social Worker (LCSW-A or LCSW)

• Associate or Fully Licensed Clinical Mental Health Counselor (LCMHC-A or LCMHC)

This Opportunity:

The primary responsibilities of the Referral Access Department Supervisor, Crisis & Urgent Care Services is to oversee daily operations of the referral access department staff who are responsible for managing referrals, verifying insurance, submitting authorizations/continued-stay reviews for mental health crisis services and residential treatment programs. This role ensures that services are clinically appropriate, timely, and aligned with regulatory, contractual, and evidence‑based standards. The supervisor provides leadership, coaching, and clinical oversight to UM staff while collaborating closely with internal departments, providers, and community partners to support high‑quality, cost‑effective care.

What You'll Do:

• Supervise Access and UM support staff, including hiring, training, scheduling, performance evaluation, and ongoing professional development.
• Monitor team productivity, quality, and adherence to Access/UM protocols, turnaround times, and regulatory requirements.
• Facilitate regular team meetings, case consultations, and workflow improvement initiatives.
• Oversee initial and continued‑stay reviews for crisis stabilization units and residential treatment program (PRTF)
• Ensure Access decisions are based on clinical criteria (e.g., InterQual, LOCUS, ASAM, or state‑specific guidelines) and reflect best practices in crisis and residential care.
• Conduct audits Access/UM documentation and decisions to ensure accuracy, consistency, and clinical appropriateness.
• Track and report key performance indicators, including authorization timeliness, denial rates, and utilization patterns.
• Maintain training as required and requested
• Demonstrate knowledge of emergency procedures and assist in crisis situations
• Demonstrate knowledge of and comply with all agency policies and procedures
• Complete all other relevant responsibilities assigned by the supervisor
• Driving and travel may be required

Education We're Looking For:

Masters: Human Services (Required)

Certifications We're Looking For:

Drivers License (Valid) - USA, Licensed Clinical Mental Health Counselor - Associate (LCMHC-A) - State Board of Licensed Professional Counselors, Licensed Clinical Social Worker - Associate (LCSW-A) - State Social Work Certification and Licensure Board

Experience We're Looking For:

Experience in mental health or substance use treatment, including crisis or residential services with child and/or adult poulation. | 3 Years | Required
Experience in utilization management, care management, or clinical review. | 1 Year | Required
Experience working with managed care organizations, Medicaid, state behavioral health systems and commercial insurance. | Not Required
Familiarity with electronic UM platforms and data reporting tools | Not Required
Strong knowledge of clinical criteria sets and behavioral health regulations. | Required
Supervisory Experience | 2 Years | Not Required

Schedule:

Monday-Friday (10am-6pm)

**Anticipated Start Date 7/27/2026**

Target Weekly Hours:

40

Monarch is an Equal Opportunity Employer

Monarch offers opportunities as diverse as the people we support and the communities we serve. Monarch is an equal opportunity employer and we are firmly committed to supporting and celebrating all forms of diversity.

Monarch does not accept paper applications. Any person with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Monarch job search or selection process, should contact HR@MonarchNC.org or call (704) 986-1550.

This job description in no way implies that these are the only duties and responsibilities to be performed. You will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This is subject to revision at the discretion of Monarch.