Description

The Supervisor I-Member & Recipient Services is responsible for the day-to-day management of staff, overseeing performance and providing supervision and problem-solving assistance to Call Center staff.  Responsibilities include but are not limited to maintaining service coverage without gaps, training, data integrity, computer support, problem-solving, development of procedures and participation in hiring, onboarding, and line-specific coverage.

This position is full-time remote. Selected candidate must reside in North Carolina. Some travel for onsite meetings to the Home office may be required. 

Responsibilities & Duties

Manage Call Center Services 

• Assure Screening, Triage and Referral function is in accordance with DHHS contracts, Federal and State requirements
• Provide procedural staffing of cases in real-time throughout the Call Center workday
• Provide procedural and telephonic support during line-specific operational hours
• Enforce Call Center policies and procedures to ensure compliance with local, state, and federal contractual requirements and agency policy
• Maintain, and ensure implementation of department desk reference, written resource guides, and resource database
• Assist with the timely dissemination and integration of relevant information from multiple sources
• Maintain proficiency in multiple software packages (some unique to Call Center environment)
• Maintain proficiency in problem-solving IT issues to ensure staff coverage during line-specific operational hours
• Provide queue coverage during times of high call volume or low staffing, which includes completing all the duties described in job descriptions for Provider Helpdesk Network Specialist, Provider Helpdesk Team Lead, and Member Services Coordinator
• Perform job functions during inclement weather and on assigned holidays (either on-site or remotely)
• Work independently to prioritize tasks, including large projects with multiple stakeholders and tightly focused, real-time problem-solving
• Participate effectively in agency-wide objectives which may include, but not limited to, attending meetings, participating on committees, reporting, conversing across multiple media opportunities, and/or ad hoc discussions
• Liaise with IT staff on behalf of direct reports to ensure timely resolutions to unique Call Center technological issues
• Create, develop, and maintain databases for department goals related to backup health records, communications within Alliance, personnel documents, desk reference, and recruitment efforts
• Monitor provider availability and notify the Director of Member & Recipient Services when provider capacity is problematic
• Help problem-solve issues that affect customers, efficiency, and productivity
• Monitor service calls to evaluate employee demeanor, technical accuracy, and conformity to Alliance policies  
• Make recommendations for improvements to the Director-Member & Recipient Service
• Respond to questions and provide recommendations for corrective services to address customer complaints that exceed the capacity of Call Center employees
• Monitor for gaps in workflow and referral process and create new processes as needed
• Provide coverage to ensure call volume is managed as needed
• Assist with development and review of Call Center policies and protocols
• Conduct monthly Call Center audits
• Other tasks as assigned 

Manage & Develop Staff

• Work with Human Resources and the Director-Member & Recipient Services to attract, maintain, and retain a highly qualified and well-trained workforce Including development of interview tools, hiring checklists etc.
• Adapt supervision strategies to accommodate both on-site and teleworking staff, such as using technology resources, flexible scheduling and training strategies
• Effectively participate in team-based consensus building to provide consistent, strengths-based feedback to Call Center staff
• Train and coach Call Center staff on job functions, policies and procedures, and productivity standards, including developing training materials to ensure consistent and successful staff performance
• Monitor recorded calls to evaluate employee performance, technical accuracy, and conformity to Call Center policies
• Review and analyze Call Center reports regarding quality, productivity and training needs, and identify and propose possible solutions
• Make recommendations for necessary changes in staffing based on days of the week, seasonal fluctuations, other environmental events, and telephone system data
• Organize workflows and ensure staff understand their roles and responsibilities
• Ensure the department has the needed tools and resources to achieve organizational goals and to support employees and ensure compliance with licensure, regulatory, and accreditation requirements
• Actively establish and promote a positive, diverse, and inclusive working environment that builds trust 
• Ensure all staff are treated with respect and dignity
• Ensure standards are transparent and applied consistently, impartially, and ethically over time and across all staff members
• Work to resolve conflicts and disputes, ensuring that all participants are given a voice
• Set goals for performance and deadlines in line with organization goals and vision
• Effectively communicate feedback and provide ongoing coaching and mentoring to staff and support a learning environment to advance team skills and professional development
• Cultivate and encourage efforts to expand cross-team collaboration and partnership
• Develop and lead bi-weekly staff meetings on topics that highlight current Call Center needs
• Monitor administrative tasks to be completed by Call Center Clinicians, Call Center Coordinators, and Provider Helpdesk Network Specialists
• Develop, maintain, and train staff on training block
• Provide training to stakeholders, providers, and community regarding the MCO functions and access to services
• Train staff and providers on technologies to support STR function of the Tailored Plan

Analyze Data and Complete Reports

• Ensure the accuracy of reports and other data elements
• Assist with Call Center reporting requirements
• Review and analyze Call Center reports regarding quality, productivity, and training needs
• Prepare composite reports from individual reports submitted by subordinates and provide leadership in leading quality improvement efforts within the Call Center

Communicate & Collaborate

• Serve as a liaison for the organization to the community, providers, and stakeholders
• Provide training to stakeholders, providers, and community regarding Alliance functions and access to services
• Facilitate productive dialog between staff, Call Center department leadership, including receiving concerns, questions, suggestions and innovations of staff and directing information accordingly

Minimum Requirements

Education & Experience

Required:

Bachelor's degree from an accredited college or university in Human Services or related field and five (5)

years' experience in a community, business or governmental program that delivers mental health support

services (e.g., adults with mental illness, children with severe emotional disturbance, persons with

developmental disabilities, adults and children with substance abuse disorders).

Preferred: 

Master's degree and clinical experience preferred.

Knowledge, Skills, & Abilit ies

• Knowledge of human services agencies, community resources, churches, schools, and related organizations that provide services to clients and their families served by Alliance
• Knowledge of Tailored Plan care management programs
• Knowledge of state and federal client rights protection statues, regulations, and applicable laws
• Effective written and oral communication skill, interpersonal skills, excellent customer service skills
• Proficient in using basic computer programs, internet 
• De-escalation skills
• Ability to analyze oral and written information to identify rights protection complaint issues
• Ability to multitask, manage time, prioritize work, and use problem-solving approaches.
• Ability to coordinate effectively with staff from various agencies
• Ability to read, analyze, and interpret regulations, policies, and procedures to service providers
• Ability to execute work plans and coordinate work effectively
• Ability to operate computer equipment and generate reports and records
• Ability to learn specific data programs used for Call Center tracking
• Ability to triage caller needs for urgency and resolve issues in a calm and supportive manner
• Ability to perform in a fast paced, ever changing and often high stress environment

Salary Range

$77,868 -$99,282/ Annually 

Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity. 

An excellent fringe benefit package accompanies the salary, which includes:  

• Medical, Dental, Vision, Life, Long Term Disability
• Generous retirement savings plan
• Flexible work schedules including hybrid/remote options
• Paid time off including vacation, sick leave, holiday, management leave
• Dress flexibility

• Bachelors or better in Human Services

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Requirements