Central Triage Overnight Supervisor (LICSW/LMHC), Emergency Services Call Center

Job Type: Regular

Time Type: Full time

Work Shift: Night (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!

The BILH BS Central Triage Overnight Supervisor is responsible for coordinating operational activities and optimal functioning of the Emergency Services (ES) Division Central Triage including oversight and monitoring of the program’s protocols and procedures. Supervises Central Triage staff that telephonically respond to patients, families, providers, and stakeholders who are requesting access to services or information. Provides supervision, training, guidance, and oversight of assigned staff. Provides patient case consultation with ES clinicians providing behavioral health crisis consultation at BILH hospitals served.

RESPONSIBILITIES:

1. Under the supervision of the Central Triage Senior Director, the Central Triage Overnight Supervisor monitors call center program guidelines and policies with the purpose of ensuring compliance with all regulations, as well as maintaining alignment with the organization’s mission.

2. Works with the Central Triage Senior Director to evaluate program outcomes and to ensure culturally appropriate continuum of services for clients.

3. Monitors the effectiveness of the Central Triage, making adjustments as needed. Monitors quality initiatives (Response Time, ED Diversion), including staff recruiting and training, monitoring/reporting of significant clinical events.

4. As a credentialed member of the medical staff at BILH hospitals served, provides case consultation to ES clinicians during assigned shift.

5. Collaborates regularly and provides timely and efficient communication with Call Center Senior Director and Emergency Services Division team leadership on call center issues, challenges, and needs with the goal of supporting effective triaging of services and optimal flow of information.

6. Oversees program staff regularly on shift. Provides necessary ongoing training and technical support to ensure work is completed safely, professionally and productively.

7. Assists in supervising and reviewing the performance management of assigned staff and the overall functioning of the Central Triage.

8. 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.

9. Utilizes organization’s behavioral health standards as the basis for decision making and to support the organization’s mission and goals.

10. Provide oversight and supervision during scheduled hours for central triage team staff in managing referrals/case assignments. Support central triage team in key decision-making situations for optimal service delivery, model best practice, and positive impact on triage workflow for ES Division teams.

11. 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.

12. Responsible for monitoring and ensuring that supervisees and other identified staff’s time management and workflow requirements are completed as directed (including documentation, communication, bed searches and insurance certifications). Ensures quality of documentation of central triage staff.

13. Sets example for staff by consistently presenting self in a professional manner.

14. Build and maintain effective working relationships with internal, external providers, stakeholders, and other regulatory bodies.

15. In collaboration with the Central Triage Director, conduct ongoing review of the clinical program design, suggest and if applicable implement recommendations for improvement.

16. Performs system-wide Administrator-On-Call (AOC) function as scheduled.

QUALIFICATIONS & EDUCATION:

• Master’s degree in human services field.
• Two years of Emergency Services, triage, or call center experience required.
• Licensed at the Independent level required, LICSW, LMHC, LMFT, or Licensed Psychologist in the Commonwealth of MA.
• 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.
• Ability to exercise good judgment clinically, legally and ethically and to consult with supervisor as needed.
• Computer literate in standard desktop applications such as Windows, Word, Excel, and demonstrating ability to learn organization’s EHR.

Schedule: full time, 40 hours. Nights

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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