BHS optimizes organizational performance by empowering individuals to achieve their fullest potential. For over 38 years, BHS has provided comprehensive well-being solutions to thousands of corporations, agencies, institutions, associations, and organizations across the globe. Our assistance programs, well-being services and behavioral health care coordination solutions improve the health, productivity and safety of employees and the culture, performance, and profitability of organizations.

This is a REMOTE position. BHS is seeking candidates throughout the US. Applicants outside of Maryland will be considered for this role.

Summary

The Clinical Contact Center Manager provides direction, performance management, and clinical supervision to staff in the call center/contact center. Delegates responsibility and authority to carry out work. Manages multiple functions and serves as a resource with oversight in day-to-day activities of multi-lines of business.

Duties and Responsibilities

• Works to accomplish organizational objectives and strategic goals with full commitment to the success of team members and the business. High standards of achievement are expected in this position.
• All duties and responsibilities will be performed based on established metrics and business needs.
• Daily audit of team members’ cases to ensure completion and accuracy and make clinical decisions as applicable.
• Serves as a liaison between other departments and promotes relationship building.
• Monitors the daily operations of the Contact Center including scheduling, work allocation and troubleshooting to ensure appropriate coverage and support of participants
• Manages performance of Care Coordinators using established performance appraisal systems, provides constructive feedback and sets improvement milestones as required
• Assesses the clinical performance of care coordinators to ensure clinical appropriateness and meeting BHS quality standards using performance metric guidelines, call review, and case reviews and check for completion of case documentation
• Actively participates in the contact center call queue to handle calls that were not answered by team members, escalated calls, and to provide overall support for team members
• Monitors and manages customer level agreements and required clinical metrics using case management system
• Provides structured, documented, face-to-face supervision for all assigned Care Coordinators at least monthly
• Participates in the identification of opportunities to improve processes and to act as a catalyst for realizing these improvements.
• Provides clinical consultation, guidance and/or troubleshooting on high-risk, difficult or problematic situations by responding to team assistance inquiries during assigned shifts with a sense of urgency
• Train new/existing staff on Care Coordination policies/procedures and oversee ongoing training of staff in coordination with business goals and objectives
• Maintains knowledge of call queue technology and workforce management software
• Manage vendors including reconciling monthly bills, monitoring vendor performance, and handling vendor related QA issues
• Manages quality assurance of service quality through auditing activity, complaint management, proactive alerts, satisfaction survey review, and regular review of associated system views
• Provides clinical consultation when needed for any clinical situation that may arise
• Assesses, develops, implements, and delivers in-service training needs for BHS staff development
• Provides feedback in relation to clinical Quality Assurance (QA) and Continuous Quality Improvement (CQI) program
• Makes recommendations for department, database, or system efficiencies and improvements
• Performs miscellaneous job-related duties as assigned
• Collaborates on quality initiatives across all clinical departments
• Ability to flex schedule to support 24/7 business operations
• Participates in on-call rotation
• Creates customer service driven environment and fosters collaboration and teamwork with participants and colleagues; ensures extraordinary customer experiences
• Participates in retention planning initiatives.

Other duties as assigned

Education and/or Experience

• Masters Degree in Social Work, Psychology, Counseling, or related field, required.
• Clinical licensure at the highest level within lived-in state, required.
• Minimum of five (5) years’ experience working as a clinician in an EAP/Call Center environment.
• Minimum of three (3) years’ experience as a leader/supervisor in a clinical call center environment, or related field
• Proficient in Microsoft Office Suite including, but not limited to Word, Excel, PowerPoint, Outlook

Job Requirements

• Ability to lead and manage others
• Strong interpersonal and communication skills to foster a cooperative work environment
• Ability to communicate effectively, both orally and in writing.
• Strong active listening skills in order to develop short and long term goals
• Ability to maintain a positive attitude to motivate others to make change

To learn more about BHS, visit BHSonline.com

BHS and Guide+Thrive provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. BHS fosters an environment of inclusion, diversity, openness, and respect for all differences, including but not limited to race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity (transgender status), domestic partner status, marital status, disability, AIDS/HIV Status, height, weight, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.