Position: Assistant Director – Member Call Center

Category: Exempt

Location: Remote (Must reside in North Carolina)

Salary Range: $60,614 - $81,517

Closing Date: Friday, January 20, 2023, at 5:00 p.m.

Position Number: 17-16-1004

Position Description: The primary purpose of the Member Call Center will be to provide administrative and consultative work as a non-medical licensed lead of a behavioral healthcare call center operating 24 hours per day, seven days each week. This position will provide supervision during assigned shifts/hours and monitor activities to assure compliance with all policy/procedure and NCQA standards. The Member Call Assistant Director is responsible for facilitating and ensuring staff facilitate the delivery of behavioral healthcare services to individuals within the Eastpointe BH/IDD Tailored Plan catchment area through accurate Screening, Triage, and Referral with timely response and accurate transition of incoming calls The Assistant Director monitors activities (a minimum of 3 calls per each staff) to assure compliance with all policy/procedure and NCQA standards.

Responsibilities:

1. Scheduling/Ensuring Coverage

• Unscheduled Coverage Issues
• Ability to work a flexible schedule to be available to answer escalated calls and resolve team members concerns and questions as required by business need.
• Acts with agility to prioritize work daily by analyzing Member/Recipient call volume forecast, staffing levels, off call work queues and coordinates with other call center management to determine overall department needs. If additional needs are required, recommendations are sent to Call Center Director.

2. Monthly and Ad hoc Supervision with staff

• Recommendations to the Call Center Director if any disciplinary action needed
• Coaching and Professional Development Activities with staff
• Performance review and feedback
• Refresher trainings as needed.

3. Data Integrity

• Daily interaction with Call Center Director for issues or trends or concerns

4. Monitoring and quality checks

• Documentation Audits
• Live Monitoring
• Staff feedback
• Pulling daily reports from Reportal to monitor Emergent calls. Reports weekly to medical directors during hospital case review.
• Training & Development of all new clinical staff
• Point of contact for all staff for any clinical or non-clinical issues that may arise.

5. Customer Service

• Professionalism – coaching and development regarding telephonic interactions
• Problem Solving complex Member/Provider cases – tips, tools, assistance
• Participate on agency teams throughout Eastpointe LME/MCO as directed by the Call Center Director.
• Participates in community-based collaboratives trainings, and presentations on behalf of Eastpointe.

o Scotland Community Collaborative

o C.O.R.E Collaborative

o Communities of Practice: Identifying & Screening

o OPC Planning Process & Development

o Interdisciplinary Team Meetings

o Quality of Care Committee

o Facilitates Mobile Crisis Team Meetings

o Weekly Hospital Case Review

o CIT Training

• Serves as the representative of Call Center Director as needed.
• Assist with development of policies, procedures and workflows specific to Tailored Plan implementation.
• Assists with trainings for staff on the requirements, policies, and procedure of the North Carolina market [RFA DBH V.G.1.b]
• Position must ensure that every incoming call is handling according to accreditation and contractual obligations, meeting multiple metrics and standards.
• Assist with development of department-specific functions as it relates to Conduent / Meditrac / HSP system.
• Assist with “train the trainer” as it relates to Conduent / Meditrac / HSP system.
• Direct monitoring of the Behavioral Health Crisis Line, ensuring that the clinicians staffing the line are ensuring that Eastpointe BH/IDD Tailored Plan is meeting service line agreement benchmarks.
• Acts in a departmental leadership capacity on behalf of the Call Center Director as needed.

6. Oversight

• Provides oversight for various projects including Transition of Care for SP Medicaid, Ohio TBI Screening, I/DD RUN list, HCBS, MIE, Veterans, and DPI Integration project.
• Process and review daily reports received from back up vendor to ensure member safety and appropriate referral.

Education/Experience/Licensure: Position requires Master’s degree in psychology, social work, psychiatric nursing, pastoral counseling or marriage and family therapy from an appropriately accredited institution and a current unrestricted licensure as a LCSW, LCMHC or LMFT and a minimum of four years of clinical diagnosis and treatment including one year of supervisory, consultative or administrative experience within the MH/DD/SAS system, or graduation from an accredited program of nursing, licensed as a Registered Nurse in North Carolina and five years of work experience in behavioral healthcare, one which must have been in a supervisory, consultative or administrative role.

Employee is responsible for complying with respective licensure board’s continuing education/training requirements to maintain an active license.