Supervisor Call Center – Care Coordination – BH

Position Summary:

The TrilliumPlace Call Center Supervisor will provide leadership to staff to ensure effective operations, optimal performance, and quality improvements of the TrilliumPlace Call Center management and processes. This position will have daily supervisory functions of the team, evaluations, input on new employee selection process and disciplinary process. This position is responsible for high quality data collection and ensuring that customer service needs are met. This position will also take an active approach in working alongside the Referral Specialists daily. The supervisor will maintain open communication with Department Leadership, Behavioral Health Services and Patient Access. Additional functions include: participation in all software development testing, user training, development of policies and procedures, and understands the integration of all systems that affect department operations. Monitors compliance with all regulatory requirements and Carle Health policies. Other duties as assigned.

Qualifications:

EDUCATIONAL REQUIREMENTS

Associate’s Degree in in the field of business or related field.

EXPERIENCE REQUIREMENTS

2-3 years of experience in/with behavioral health and customer care services, critical decision making and priority setting, personnel selection, goal setting, disciplinary actions and evaluations, Medical Terminology, Medicare/Medicaid as well as other payors billing requirements, organization skills, ability to place client in correct behavioral health service based on needs and insurance.

ADDITIONAL REQUIREMENTS

• Use of usual and customary equipment used to perform essential functions of the position.

SKILLS AND KNOWLEDGE

Budget Management, Client/Customer Excellence, Customer Service, Departmental Support, Employee Development, Patient Care, Performance Improvement, Relationship Building

Essential Functions:

Develops and maintains job knowledge to perform job duties

• Understands and able to clearly articulate the vision and value for referral and call center management.
• Understands, embraces, and educates on superior levels of customer service and issues resolution to be able to provide a high level of support to our providers, staff, and patients.
• Collaborates with behavioral health services operational leaders to establish and maintain open communication to foster an environment of openness, trust and teamwork.
• Handles all customer complaints expediently.
• Monitors departmental and service traffic and redirects the workload as necessary.
• Develops and implements on quality improvement projected related to customer satisfaction annually.
• Monitors and communicates individual and department productivity.
• Ensures all departmental communication devices and equipment are always in optimal operating condition.
• Manages interviewing and hiring new staff members, including completing new employment forms and coordinating orientation and training programs.
• Assists with annual budget process and the day-to-day financial operations of the TrilliumPlace Call Center.
• Maintains current knowledge of payer specific requirements of prior authorization by attending virtual workshops, researching and reading newsletters to create a more effective process for obtaining prior authorization.
• Handles all staff call-offs.
• Assists with coordination of the department work schedule and post 6 weeks in advance.

Operational Management

• Provides written policy direction to all staff.
• Performs employee evaluations in a timely manner; allowing adequate preparation time to ensure that all skills are evaluated fairly and accurately.
• Manages and maintains updates to the referral management tool.
• Develops and maintains employee’s schedule in a timely manner.
• Maintains statistics to monitor staff responsibilities.
• Reviews with each Call Center employee the importance of a proper data collection on a quarterly basis.
• Assists in the annual budget process.
• Creates, reviews, and continually updates training manuals and material.
• Understands symptoms, causes, and treatment of mental health, addiction, and substance use problems to identify proper location that best fits the consumer’s needs and insurance coverage.

Develops effective decision-making skills and interpersonal relations to ensure a positive image of Carle Health – TrilliumPlace and focus on customer satisfaction.

• Demonstrates appropriate leadership and supervisory skills as required.
• Screens and interviews applicants.
• Completes the 30-day FOCUS Follow-Up with new hires.
• Performs timely yearly performance reviews with staff.
• Develops personal development action plans with staff on an annual basis with performance reviews.
• Responds to staff inquiries in a timely manner.
• Handles situations not covered by standard protocol/procedures and makes appropriate decisions when necessary.
• Uses good judgment when dictated to deviate from standard procedures and proceeds on own initiative.
• Demonstrates the ability to discern and report to the Director any problems which require his/her attention.
• Courteously accepts instructions and change from the senior leadership quickly to changing conditions and procedures.

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