Access Clinical Supervisor
This Supervisor provides day to day oversight of call center operations (24/7/365), including monitoring performance metrics. The Supervisor ensures appropriate coverage for all shifts, call lines, schedule adjustments, and call routing to manage volume between lines to fully support the fast-paced call center. The Supervisor ensures high-quality customer service is provided to callers, through developed processes, protocols, and call scripts. The employee will act as one of the Supervisors for call center operations, including the Access Crisis Line, and the provider and member service lines. Other supervisory responsibilities include the completion of all required Human Resources documentation as per procedures. This position will also provide direct services covering calls as needed to support overall operations and act as the back-up contact for members requesting behavioral health services.
The Access Clinical Supervisor is responsible for (though not limited to)
· Assisting in the creation and maintenance of daily schedules to provide consistent staffing for the workload of the Access team. This includes maintaining adequate FTEs to handle all work volume.
· Act as the primary point of contact for support to line staff when facing an issue related to call handling and/or general referral practices.
· Monitors assigned staff performance, inclusive of monitoring against expected metrics and development of action plans when necessary
· Monitoring interactive technology and report any problems to the appropriate leadership staff within the department as well as other business units such as Infrastructure Technology (IT) Department
· Completing and ensuring that staff complete all required documentation based on established requirements, inclusive of ensuring the incorrect information is updated for appropriate tracking
· Providing initial and ongoing orientation, training and supervision for staff.
· Complete training and other reimbursement requests submitted by staff.
· Complete calendar time off requests and training requests for staff, making sure to update the shared schedule spreadsheet, ensuring that any operating procedure related to coverage are followed.
· Complete and provide supervision summary to staff monthly drawing upon audit results and call statistics.
· Develop and implement Corrective Action Plans (CAPs) as needed
· Conduct monthly and or quarterly blind call audits and documentation audits on staff at designated intervals
· Monitor and support developing performance goals and providing coaching/support/intervention as needed to promote success. Provide supervision summary to staff for the month’s prior outcomes or before and complete appropriate documentation of the supervision
· Provide daily phone consultation support and via instant messaging applications for support as needed by staff for call handling.
· Review all adverse event notifications provided by staff and provide review in the corresponding notes. Provide validation/verification of all adverse event calls. Provide weekly verification of adverse event, other and non-threshold call notes. Appropriate labeling of corresponding call notes and follow up on any corrections needed with staff and/or the log entries. · Act as the Subject Matter Experts (SMEs) on all referral and call handling procedure activities – other, non-threshold, routine, urgent, emergent, transfer processes, etc. · May be responsible for overseeing specialty projects, participation in committees, etc. to support the overall organization · Other tasks, duties, or assignments per directive of Access Leadership. · This is a highly independent position. This position requires adaptability of the staff to meet and prioritize the needs within the busy call center setting. Staff report directly to the Access Coordinator Manager. Regular supervision will be scheduled. Attendance to Monthly Staff meetings and other mandatory meetings and trainings are required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Knowledge of Call Center practices and operations, inclusive of call routing, call tiering, and managing multiple lines simultaneously.
· Knowledge of quality improvement indicators and procedures.
· Comprehensive knowledge and experience in working with various computer programs including Microsoft Word, Excel, and Cardinal Innovations. Ability to navigate multiple computer systems.
· Ability to work evenings and weekends
· Knowledge of clinical protocols to ensure referrals to appropriate level of care.
· Knowledge of community resources outside of mental health; substance abuse and developmental disability to provide diversions to alternative care when applicable.
· Therapeutic and crisis intervention experience; Knowledge of available resources within the served catchment areas.
· Strong clinical knowledge of diagnosis, best practices, and various screening tools
· Ability to provide Administrative On Call coverage in rotation with other members of the Access Leadership team.
· Strong customer service skills required
Education and Work Experience:
Education and Experience: Master’s Degree in Social Work or related field with at least 2 years post-licensure experience in a Mental Health, Intellectual Disability / Developmental Disability and/or Substance Abuse setting. Requires a current
North Carolina Clinical License. Prior call center experience preferred