Call Center Specialist Supervisor

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Job description

Overview:
We are looking for a Helpline Specialist Supervisor who can work remotely with the following scheduled: Saturday & Sunday 9:00am-5:00pm and Monday - Wednesday 1:00 pm - 9:00 pm.

This individual is responsible for providing oversight to include leading & managing a team of initial in-bound communications specialists to the Agency and for program services for Gaudenzia's HelpLine and operator contact centers, excellence in customer service, managing KPI's, documentation and outcomes. This individual will work closely with the HelpLine Director, other HelpLine Specialist Supervisors, and HelpLine Assessment Manager to train, supervise, and direct all staff performing the above.

Duties may include, but are not limited to: managing the day to day operation of the center including administrative supervision of staff; staff coverage scheduling; assessing need to expand/contract staff; reviewing and approving referrals through the preadmission screening and scheduling process for Gaudenzia Program services; working with the HelpLine Assessment Manager ensuring accurate electronic health record information for HelpLine Assessors and Gaudenzia Program staff to update and admit for care. Report on processes for program scheduling and follow through; updating and maintaining accurate follow up with HelpLine Assessors, HelpLine Transportation, HelpLine Utilization Review and Gaudenzia Programs for assessment completion and dispensation of client assessed. Schedules are subject to change and will be given a 30 day notice.

Work is performed with considerable independence in accordance with established regulations, policies, and procedures. Work is reviewed by the HelpLine Director to whom this individual directly reports.

Responsibilities:
DUTIES AND RESPONSIBILITIES

• Answer all incoming calls using Agency and HelpLine scripts (depending on specialist)
• Ensure excellent customer service and correct triage and dispensation of calls to appropriate end.
• Ensure maximum of a 1-hour response time to all voicemail, and e-mail and fax communications into the HelpLine.
• Develop, implement, and monitor training needs of staff
• Coordinate with other HelpLine Specialist Supervisor's on best practices, continuing education development, and call queue management.
• Demonstrate data driven decision capability
• Ability to advise callers on treatment process and move clients past barriers for treatment
• Develop, review, implement, and reinforce policies and procedures
• Conduct, review, and enhance admission screening process
• Assist referral sources, Operators, and HelpLine specialist with any call support needs
• Personally complete treatment assessments and utilization review as needed under the direction of the HelpLine Assessment Manager
• Personally report on HelpLine Specialist and Operator call audits for completion accuracy and customer service levels monthly to the HelpLine Leadership team.
• Conduct verification of benefits
• Triage client's appropriate level of care based on stated need and insurance.
• Ensure successful internal coordination between HelpLine Specialists and Assessors, as well as Gaudenzia programs on client schedules and admissions.
• Coordinate with the Gaudenzia Transportation and Occupancy Manager for bed availability and client transportation.
• Establish opening and closing checklists for HelpLine Specialist staff - reporting to HelpLine Leadership execution success.
• Track and report weekly to HelpLine leadership employee growth opportunities, KPI's, and training plans. Recommending succession planning for future turnover at the assessor, and utilization review level.
• Ability to speak intelligently and accurately about programs and services offered
• Ability to manage and counsel as a team, HelpLine Specialists and operators as needed in the absence of their direct supervisor
• Complete all necessary documentation in a timely manner to keep electronic records up to date
• In coordination with HelpLine Director engage with Human Resources Department to track, and document human resources personnel policies within the HelpLine including but not limited to expected attendance rates, retention management practices, and best interviewing and hiring practices.
• Support and demonstrate adherence to Gaudenzia's Code of Ethics, Code of Conduct and all personnel policies and procedures
• Other duties as assigned by the HelpLine Director

SKILLS, KNOWLEDGE, AND ABILITIES

• Knowledge of the basic principles, practices, and procedures involved in Gaudenzia, Inc.
• Knowledge of the substance use disorder clientele and industry.
• Knowledge regarding insurance approval process
• Experience in HealthCare/Behavioral health admissions
• Call center, customer service AND supervisory experience managing a team of 5+
• Ability to work in a fast-paced environment
• Demonstrated ability to drive results through KPI's
• Ability to exercise judgment and discretion in developing, implementing, interpreting, and evaluating program policies, procedures, and regulations
• Ability to exercise administrative and professional supervision over employees
• Ability to establish and maintain effective working relationships with clients, other members of staff, outside agencies, institutions, and the general public
• Demonstrated ability to manage while walking around
• Experience managing multi-site and remote call center operations
• Demonstrated ability to work with a wide variety of individuals

Physical demands

• Must be able to walk occasionally
• Must be able to lift/carry occasionally
• Must be able to ascend/ descend stairs occasionally
• Must be able to stand occasionally
• Must be able to sit for continuous periods of time with reasonable breaks
• Must be able to reach overhead and bend/ kneel occasionally
• Must be able to have continuous hand function at the keyboard

Qualifications:
Education/Experience: Master's Degree + 2 years' experience; or

BA/BS or CAC + 3 years' experience; or

AA/AS + 4 years' experience or HSD/GED + 5+ years' experience

Note: All experience must be in a health or human service agency, which includes one year of working with the chemically dependent, plus two years of supervisory experience.

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