Livonia, Michigan
Call Center Supervisor Job Opening in Livonia, Michigan - With over 16 programs located across Western Wayne County's communities, Hegira Programs, Inc. (HPI), a private non-profit corporation, is one of the largest freestanding behavioral healthcare agencies in the area. HPI, accredited by the Joint Commission and licensed by the State of Michigan, provides a broad array of mental health and substance abuse treatment and prevention services to individuals of all ages.
HPI is seeking an afternoon Call Center Supervisor for our Community Outreach for Psychiatric Emergencies (COPE) facility.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
· Associates Degree in Business or related field; Bachelor?s Degree preferred
· Three years of experience in a service-oriented position, requiring accuracy and excellent organizational and multitasking ability.
· At least one-year of supervisory experience.
· Experience with electronic health record system desired.
· Proficient in Microsoft Windows environment (e.g. Word, Excel, etc.)
· Ability to effectively train and supervise employees to ensure adherence to quality standards, deadlines and proper procedures, correcting errors or problems.
LOCATION : Community Outreach for Psychiatric Emergencies (COPE) facility, Livonia, MI (easy access to and from I-96 expressway at Farmington Rd.)
SHIFT: Full-time, Afternoons; schedule must include at least two Saturdays and one Sunday per month.
COMPENSATION: $15.25/hr - $16.50/hr depending on experience
REQUISITION # 17-0705
Hegira Programs, Inc. offers our full-time staff a competitive benefits package including healthcare benefits, dental, vision, short term disability, long term disability, 403(b) retirement savings plan with company match, life insurance, an annual wellness incentive reimbursement program for participation in healthy activities such as exercise and fitness programs or health education and generous paid time off benefits. As a 501c (3) organization, Hegira employees are eligible to participate in the Public Service Loan Forgiveness (PSLF) Program for student loans. HPI also offers regular in-house training opportunities.
ESSENTIAL JOB RESPONSIBILITIES
Technical:
Directly supervises daily operations of the afternoon shift work of COPE Communication Specialists, Dispatchers, and Administrative Support Clerk(s).
Provides administrative support to COPE Management team under the direction of the Administrative Supervisor.
Provides initial orientation to COPE to all new employees providing a basic introduction to: COPE services, AVATAR, MHWIN, personnel policy and procedures, facility policy and procedures.
Provides training on process for Call Center staff.
Maintains up-to-date training log for all COPE staff.
Organizes regular on-site webinar-style training for all staff disciplines at COPE.
Identifies training needs and coordination development and provision of training with Administrative Supervisor.
Updates training tools and work flow documents applicable to supervisees work to ensure training and resource tools are always current.
Leads afternoon team huddles.
Personnel:
Trains and supervises daily operations of afternoon shift COPE Communication Specialists, Dispatchers, and Administrative Support Clerk(s).
In the absence of the Administrative Supervisor, ensures staff is scheduled to meet performance standards and immediately informs Administrator of Crisis Services in the event of an inability for staffing to meet service demands.
Convey staff performance issues to the Administrative Supervisor as they occur.
Participates with the Administrative Supervisor in disciplinary counseling meetings with afternoon shift staff.
Ensures works is assigned and/or distributed to staff for completion during ?slow? or ?down time? on phones.
Participates in monthly Call Center staff meeting.
Is able to work at least two Saturdays and one Sunday per month.
Training·
Maintains records of all COPE staff required training and communicates.
Notifies staff in appropriate time frames of training expiration dates.
Notifies the staff person?s immediate supervisor and HR of persons non-compliant with training notices.
Organizes not less than monthly webinar-style training on site at COPE to ensure the professional growth of all staff disciplines, roles and responsibilities.
Conducts new COPE staff 4-hour orientation 6 times monthly.
Billing
In the extended absence of the Administrative Support Clerk, assumes COPE billing responsibilities as assigned.
Record :
As assigned by Administrative Supervisor, utilizes monthly telephone system data in assessing related adherence to contracted performance standards and coaches staff on shift as data indicates need.
Other:
Legibly document using language meeting professional standards, abbreviations per HPI approved listings, and error correction processes per policy.
External documentation is typed on HPI issued letterhead or clinical document.
In conjunction with the Program management, ensure the security of the clinical building and equipment.
Interpersonal:
Maintain collegial, cooperative relationships with staff of HPI.
Actively contributes to an organizational culture committed to the highest degree of service excellence standards to all customers.
Critical Thinking:
Uses relevant information and individual judgment to determine whether events or processes comply with laws, regulation, standards or HPI policies and procedures.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Analyzes information and evaluates results to choose the best solution and solve programs.
Alert management any issues/difficulties related to job duties as they arise.
Reports anomalies identified on shift to landlord/Quality Management Director/Purchasing as they occur.
Maintain patient confidentiality per federal guidelines and the policy and procedures of Hegira Programs, Inc.
Physical Requirements
Must have adequate visual acuity to interact with the Electronic Health Record System and accurately input data.
Ability to hear and understand communications under conditions of background noise and distraction using active listening skills (giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
Ability to read and understand procedural manuals, computer screens and written/typed communications.
Ability to communicate clearly and concisely while remaining calm in high stress situations.
Flexible work schedule that regularly crosses all shifts and days, is required to manage 24/7 staff.
Regular and reliable on-site attendance and punctuality
Job Type: Full-time
Required education:
Associate
Required experience:
Call Center Supervisory: 1 year
training adult learners: 1 year
service oriented/customer service: 3 years
supervisory: 1 year
prociency in Microsoft Windows environment, i.e. Excel, Word: 3 years
Electronic Health Record: 1 year
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