Evening Clinical Supervisor, Emergency Services Call Center
Beth Israel Lahey Health
full-time
Posted on:
Location Type: Office
Location: Lawrence • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $84,635 - $109,720 per year
Job Level
JuniorMid-Level
About the role
- Responsible for coordinating operational activities of the Emergency Services Division Call Center
- Oversees call center staff responding to clients, families, providers, and stakeholders
- Provides supervision, training, guidance, and oversight to assigned staff
- Monitors staff compliance with approved protocols and ensures appropriate responses to callers
- Collaborates with the Call Center Director on program outcomes and service delivery
- Ensures call center effectiveness and quality initiatives
- Assists in performance management of staff and overall functioning of the Call Center
- Provides oversight during scheduled evening hours for call center staff
- Consults with Division AOC to problem solve significant operational issues
- Builds and maintains effective working relationships with internal and external providers and stakeholders
Requirements
- Master’s degree in human services field
- Two years of ESP, triage, or call center experience preferred
- Licensed at the Independent level preferred, LICSW, LMHC, or must be license-eligible 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.
Benefits
- Sign on bonus up to $5000 (pro-rated for part time)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center managementperformance managementcompliance monitoringoperational coordinationbehavioral healthcare practicesevidence-based treatmentsmanaged care principlesquality improvement conceptstriagestaff training
Soft skills
supervisionguidanceproblem-solvingrelationship buildingjudgmentcollaborationcommunicationoversightethical decision-makingconsultation
Certifications
Master’s degree in human servicesLICSWLMHClicense-eligible in MA