Evening Manager (LICSW/LMHC), Call Center for Emergency Services

Job Type: Regular

Time Type: Full time

Work Shift: Evening (United States of America)

FLSA Status: Exempt

When you join the growing BILH team, you’re not just taking a job, you’re making a difference in people’s lives.

Job Description:

Remote/hybrid schedule options!

We are seeking a Triage Clinician Evening Manager for our Emergency Services Call Center! The Triage Evening Manager is a licensed Social Worker or Mental Health Counselor who is responsible for coordinating operational activities and optimal functioning of the Emergency Services Division Call Center, including oversight and monitoring of the program’s protocols.Additionally, this position provides supervision, training, guidance and oversight to Triage Clinicians & Triage Mental Health Counselors. Ensures that staff are following approved protocols and procedures and ensures they are responding to callers appropriately and linking them with support, services, information (when applicable), and referrals to community resources.

Responsibilities:

• Under the supervision of the Call Center Director, the Call Center Evening Manager monitors call center program guidelines and policies with the purpose of ensuring compliance with all government regulations, as well as maintaining alignment with the organization’s mission. 
• Works with the Call Center Director to evaluate program outcomes and to ensure culturally appropriate continuum of services for clients.
• Monitors the effectiveness of the call center, making adjustments as needed. Monitors quality initiatives (Response Time, ED Diversion), including staff recruiting and training, monitoring/reporting of significant clinical events.
• Works with other health providers and Emergency Services components to ensure seamless delivery of services for high need clients.
• Collaborates regularly and provides timely and efficient communication with Call Center Director and ESP team leadership on call center issues, challenges, and needs with the goal of supporting effective triaging of services and optimal flow of information.
• Oversees 4 program staff regularly on second shift. Provides necessary ongoing training and technical support to ensure work is being completed in a safe, professional and productive manner. 
• With the Call Center Director, assists in the supervision and reviews the performance management of staff as well as the overall functioning of the Call Center.
• Conforms to organizational standards of performance and conduct, including those pertaining to patient rights, to ensure that exceptional customer service and patient care may be provided.
• Utilizes organization’s behavioral health standards as the basis for decision making and to support the organization’s mission and goals
• Provide oversight and supervision during scheduled evening hours for call center team staff in managing referrals/case assignments. Support call center team in key decision-making situations for optimal service delivery, model best practice, and positive impact on triage workflow for ESP division teams.
• Consult as needed with Division AOC to problem solve regarding significant real-time operational or system issues. Otherwise, signs off at end of shift with AOC regarding any issues that may continue past the Evening Manager’s shift.
• Ensure availability outside of schedule for supervisory sessions and ES department meetings and promptly respond to clinical emergencies. Provide information and be conduit for ES division management team in matters/situations related to evening/night service hours.
• Responsible for monitoring and ensuring that supervisee’s and other identified staff’s time management and workflow requirements are completed as directed (including documentation, communication, bed searches and insurance certifications). Ensures call center staff documentation are in compliance with the organizations methods of Quality Assurance.
• Build and maintain effective working relationships with internal, external providers, stakeholders, as well as other regulatory bodies.
• In collaboration with the Call Center Director, conduct ongoing review of the clinical program design, suggest and if applicable implement recommendations for improvement.

Qualifications: 

• Master’s degree in human services field, four years post-masters experience.
• Licensed at the Independent level required, LICSW, LMHC, or Licensed Psychologist in the Commonwealth of MA.
• Minimum two years of supervisory experience preferred.
• Knowledge of commercial behavioral healthcare practices, evidenced based treatments, managed care principles, provider development and quality improvement concepts is essential. Familiarity with state and local agencies serving the community helpful.

Schedule:

• Full time, 40 hours per week, evening hours. (Flexibility shift 2-10pm, 3-11pm, or 4-12)

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients’ lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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