Office Location: Remote Option; Available for any of Partners' locations
Projected Hiring Range: Depending on Experience
Closing Date: Open Until Filled
Primary Purpose of Position:
Primary Purpose of Position: The primary purpose of this position is to oversee staff, lead and ensure the smooth operation of a high quality, user-friendly PartnersACCESS call center. Provide supervision and direction to PartnersACCESS Clinicians and PartnersACCESS Specialists answering the ACCESS lines ensuring that all PartnersACCESS and screening, triage and referral functions are provided within state, federal and accreditation guidelines.
Role and Responsibilities:
Program Management/Supervision:
- Provides direct administrative and clinical oversight, training and supervision to the clinicians and specialists in PartnersACCESS who provide 24/7/365 telephonic Screening, Triage, and Referral functions for the LME and customer service for Member and Recipient and Provider Services lines.
- Responsible for scheduling coverage and the smooth daily operations of a 24/7/365 call center through supervising employees and ensuring 24/7/365 PartnersACCESS for current and potential consumers.
- Provides support and direction to subordinates in operational, administrative, and management decision-making.
- Evaluate performance, and make recommendations for hiring, termination, or other personnel actions within the programs.
- Through coordination with the Workforce Operations Analyst, analyzes 24/7/365 staffing needs and recommends staffing patterns and schedules to ensure all calls are answered timely and consumers are provided with competent and compassionate screening, triage and linkage.
- Responsible for the collection and analysis of data, the development of policy and procedure as related to access to services, the orientation and training of departmental staff and the community in relation to accessing behavioral health care.
- Perform a variety of complex and independent activities involved in the collection, analysis, documentation and interpretation of data related to PartnersACCESS, capacity, and eligibility for services.
- Responsible to support and incorporate Quality Management principles, accreditation principles and methodologies of the organization.
- Assisting with activities as determined by updated contract requirements and company needs.
Community Relations:
- Actively supervises a variety of contracts with local hospitals, as well as the single portal for state facility admissions.
- Ensures 24/7/365 continuous operation of high-quality programs meeting all federal, state and local requirements.
- Responsible for a variety of reports and ensuring that all are accurate and timely in submission to both internal and external stakeholders.
- Meet with providers and other community stakeholders to promote understanding of Partners and promote timely access to quality services.
Budget/QI Activities:
- Monitors budget and staff productivity and makes recommendations to achieve efficiencies.
- Provide active leadership in accreditation and quality improvement activities.
Knowledge, Skills and Abilities:
- Comprehensive knowledge of DSM-5TR, social work and psychological principles, behavioral health assessments, clinical treatment techniques and services delivery systems
- Experience and empathy for moderate to severe mental health, substance use disorder, intellectual and other developmental disabilities and traumatic brain injury
- Physical health and integrated health knowledge and experience desired
- Comprehensive knowledge of mental illness and diagnostic categories, individual and family dynamics, crisis intervention, brief counseling and intervention techniques
- Working knowledge of psychiatric medications and side effects, mental health regulations, and an understanding of the evolving North Carolina mental health system
- Considerable knowledge of the screening and referral process and connecting consumers with community resources
- Problem solving, negotiation, arbitration, and conflict resolution skills are essential to balance the needs of both internal and external customers
- Microsoft, Excel and other call center platform experience and mastery
- Good oral and written communication skills
- Strong interpersonal, management and leadership skills
- Must be detail-oriented, able to organize extensive amounts of clinical data, multiple tasks and priorities, and to effectively manage projects from start to finish
- Demonstrated ability to have good written and oral communication skills to express ideas and concerns
- Demonstrated ability to work alone or in a team environment to execute work effectively and concisely
- Ability to take highly complex and complicated criteria and apply it to clinical cases in determining eligibility for services and appropriate treatment referrals
- Ability to train staff on the appropriate use of system programs, forms, clinical skills and telecommunications
- Ability to work independently and confidentially with all staff and providers, as well as other service agencies
- Ability to establish and maintain positive and effective working relationships with leadership and staff, stakeholders and local/state/federal officials
- Excellent computer skills including proficiency in Microsoft Office products (such as Word, Excel, Outlook, PowerPoint)
Education/Experience Required:
Licensed Clinician or Registered Nurse, 4 years of combined Crisis Call Center and clinical experience in MH/SU/DD and two (2) years of administrative supervisory experience. Must have ability to travel as needed to perform job duties. Must reside in North Carolina.
Education/Experience Preferred:
Knowledge of physical health, in addition to behavioral health, is preferred. Two (2) years of supervising in a call center is preferred.
Licensure/Certification Requirements:
Current unrestricted LCSW, LCMHC, LPA, LMFT or LCAS licensure with the appropriate professional board of licensure in the state of North Carolina or licensed to practice as a Registered Nurse in North Carolina by the N. C. Board of Nursing. Employee is responsible for complying with respective licensure board’s continuing education/training requirements in order to maintain an active license.
