Beth Israel Lahey Health
Evening Clinical Supervisor, Emergency Services Call Center
Beth Israel Lahey Health, Lawrence, Massachusetts, us, 01842
Evening Clinical Supervisor, Emergency Services Call Center
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Evening Clinical Supervisor, Emergency Services Call Center
role at
Beth Israel Lahey Health
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 The ES Call Center Evening Manager 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. They oversee call center staff that telephonically respond to clients, families, providers, and stakeholders who are requesting ESP services or information. The role provides supervision, training, guidance, and oversight to assigned staff and ensures staff follow approved protocols and procedures, appropriately responding to callers and linking them with support, services, information, 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 to ensure compliance with all government regulations and 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 and monitoring quality initiatives (Response Time, ED Diversion), including staff recruiting and training and 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 and provides necessary ongoing training and technical support to ensure work is 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.
Provides oversight and supervision during scheduled evening hours for call center team staff in managing referrals/case assignments; supports call center team in key decision‑making situations for optimal service delivery and models best practice.
Consults 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.
Ensures availability outside of schedule for supervisory sessions and ES department meetings and promptly responds to clinical emergencies; provides information and acts as conduit for ES division management team in matters 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 is in compliance with the organization’s Quality Assurance methods.
Sets example for staff by consistently presenting self in a professional manner.
Builds and maintains effective working relationships with internal, external providers, stakeholders and other regulatory bodies.
In collaboration with the Call Center Director, conducts ongoing review of the clinical program design, suggests and if applicable implements recommendations for improvement.
Other related duties as assigned.
Qualifications
Master’s degree in a 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, evidence‑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 per week. Monday-Friday 4P-12A
Pay Range $84,635.20 USD - $109,720.00 USD
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) as a condition of employment.
Equal Opportunity Employer/Veterans/Disabled
#J-18808-Ljbffr
Evening Clinical Supervisor, Emergency Services Call Center
role at
Beth Israel Lahey Health
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 The ES Call Center Evening Manager 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. They oversee call center staff that telephonically respond to clients, families, providers, and stakeholders who are requesting ESP services or information. The role provides supervision, training, guidance, and oversight to assigned staff and ensures staff follow approved protocols and procedures, appropriately responding to callers and linking them with support, services, information, 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 to ensure compliance with all government regulations and 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 and monitoring quality initiatives (Response Time, ED Diversion), including staff recruiting and training and 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 and provides necessary ongoing training and technical support to ensure work is 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.
Provides oversight and supervision during scheduled evening hours for call center team staff in managing referrals/case assignments; supports call center team in key decision‑making situations for optimal service delivery and models best practice.
Consults 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.
Ensures availability outside of schedule for supervisory sessions and ES department meetings and promptly responds to clinical emergencies; provides information and acts as conduit for ES division management team in matters 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 is in compliance with the organization’s Quality Assurance methods.
Sets example for staff by consistently presenting self in a professional manner.
Builds and maintains effective working relationships with internal, external providers, stakeholders and other regulatory bodies.
In collaboration with the Call Center Director, conducts ongoing review of the clinical program design, suggests and if applicable implements recommendations for improvement.
Other related duties as assigned.
Qualifications
Master’s degree in a 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, evidence‑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 per week. Monday-Friday 4P-12A
Pay Range $84,635.20 USD - $109,720.00 USD
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) as a condition of employment.
Equal Opportunity Employer/Veterans/Disabled
#J-18808-Ljbffr