Call Center Specialist Supervisor (Remote)

We are looking for a Helpline Specialist Supervisor who can work remotely with the following scheduled: Saturday & Sunday 9:00am-5:00pm and Monday – Wednesday 1:00 pm – 9:00 pm.

This individual is responsible for providing oversight to include leading & managing a team of initial in-bound communications specialists to the Agency and for program services for Hiring Company’s HelpLine and operator contact centers, excellence in customer service, managing KPI’s, documentation and outcomes. This individual will work closely with the HelpLine Director, other HelpLine Specialist Supervisors, and HelpLine Assessment Manager to train, supervise, and direct all staff performing the above.

Duties may include, but are not limited to: managing the day to day operation of the center including administrative supervision of staff; staff coverage scheduling; assessing need to expand/contract staff; reviewing and approving referrals through the preadmission screening and scheduling process for Hiring Company Program services; working with the HelpLine Assessment Manager ensuring accurate electronic health record information for HelpLine Assessors and Hiring Company Program staff to update and admit for care. Report on processes for program scheduling and follow through; updating and maintaining accurate follow up with HelpLine Assessors, HelpLine Transportation, HelpLine Utilization Review and Hiring Company Programs for assessment completion and dispensation of client assessed. Schedules are subject to change and will be given a 30 day notice.

Work is performed with considerable independence in accordance with established regulations, policies, and procedures. Work is reviewed by the HelpLine Director to whom this individual directly reports.

Responsibilities

DUTIES AND RESPONSIBILITIES

• Answer all incoming calls using Agency and HelpLine scripts (depending on specialist)
• Ensure excellent customer service and correct triage and dispensation of calls to appropriate end.
• Ensure maximum of a 1-hour response time to all voicemail, and e-mail and fax communications into the HelpLine.
• Develop, implement, and monitor training needs of staff
• Coordinate with other HelpLine Specialist Supervisor’s on best practices, continuing education development, and call queue management.
• Demonstrate data driven decision capability
• Ability to advise callers on treatment process and move clients past barriers for treatment
• Develop, review, implement, and reinforce policies and procedures
• Conduct, review, and enhance admission screening process
• Assist referral sources, Operators, and HelpLine specialist with any call support needs
• Personally complete treatment assessments and utilization review as needed under the direction of the HelpLine Assessment Manager
• Personally report on HelpLine Specialist and Operator call audits for completion accuracy and customer service levels monthly to the HelpLine Leadership team.
• Conduct verification of benefits
• Triage client’s appropriate level of care based on stated need and insurance.
• Ensure successful internal coordination between HelpLine Specialists and Assessors, as well as Hiring Company programs on client schedules and admissions.
• Coordinate with the Hiring Company Transportation and Occupancy Manager for bed availability and client transportation.
• Establish opening and closing checklists for HelpLine Specialist staff – reporting to HelpLine Leadership execution success.
• Track and report weekly to HelpLine leadership employee growth opportunities, KPI’s, and training plans. Recommending succession planning for future turnover at the assessor, and utilization review level.
• Ability to speak intelligently and accurately about programs and services offered
• Ability to manage and counsel as a team, HelpLine Specialists and operators as needed in the absence of their direct supervisor
• Complete all necessary documentation in a timely manner to keep electronic records up to date
• In coordination with HelpLine Director engage with Human Resources Department to track, and document human resources personnel policies within the HelpLine including but not limited to expected attendance rates, retention management practices, and best interviewing and hiring practices.
• Support and demonstrate adherence to Hiring Company’s Code of Ethics, Code of Conduct and all personnel policies and procedures
• Other duties as assigned by the HelpLine Director

Skills, Knowledge, And Abilities

• Knowledge of the basic principles, practices, and procedures involved in Hiring Company, Inc.
• Knowledge of the substance use disorder clientele and industry.
• Knowledge regarding insurance approval process
• Experience in HealthCare/Behavioral health admissions
• Call center, customer service AND supervisory experience managin