The Call Center Supervisor coordinates the day-to-day activities associated with collection of data from caregivers receiving services such as MST. This position will represent ABH® and its services in a positive and professional manner and adhere to ABH® 's best practices, guidelines, polices and procedures as established, promoting ABH® as a leader in behavioral healthcare in all interactions and work.
DUTIES AND RESPONSIBILITIES:
§ 8:30 am - 5pm Monday - Friday preferred;
§ Staff the toll-free TAM dedicated phone line as the lead interviewer;
§ Schedule staff to meet performance and contract standards for collection of all surveys for all contracts;
§ Train interviewers regarding preferred interviewing protocols;
§ Monitor interview calls for customer service skills, attitude and develop a quality assurance schedule for monitoring interviewers;
§ Oversee the accuracy of the TAMS MIS software in regards to client data and staff productivity and report inconsistencies and recommended solutions to the MST Program Manager;
§ Maintenance of client call records in the TAMS MIS software including enrollment data, primary caregiver contact information and best time to call;
§ Performs quality assurance checks on all data entry, including but not limited to , review of paper surveys submitted for recording; periodic review of archived surveys for quality assurance; archive and shred files as outlined by ABH® policy and procedure;
§ Provider relations and customer service to caregivers, providers, MST Institute representatives, DCF and CSSD representatives, and any other key stakeholders regarding data collection or administration of surveys;
§ Create and maintain policy and procedure manuals for the TAMS & follow up survey;
§ Create and maintain policy and procedure manual for new call center contracts, including but not limited to step-by-step instructions on how to begin process; instructions for changes to existing contracts; steps for executing contracts;
§ Prepares contracts new business, including but not limited to, sending contract for review and signature from interested parties; monitor the status of sent contracts; review received contracts for changes and submit to MST Program Manager, maintain a copy of each contract in the Call Center Contracts binder for references;
§ Oversee the generation of monthly invoices and review for accuracy before submitting to ABH® finance department within contractual timeframes;
§ Monitor monthly past due invoices and take appropriate steps to contact provider regarding same; maintain a A/R Report binder for references with copies of reports and checks received; document all communications around collection attempts; work with the Finance Department to re-send or amend incorrect invoices in a timely manner;
§ Maintains confidentiality of all client protected health information and adheres to all HIPAA related policies and procedures;
§ Demonstrates ethical behavior and cultural sensitivity in all activities involving individuals of diverse backgrounds
§ Performs other tasks/responsibilities as required to support the business operations.
SUPERVISORY DUTIES AND RESPONSIBLITIES:
Responsible for the supervision/management of staff assigned. This includes; but is not limited to establishing and maintaining a working environment conducive to positive morale and teamwork; recruit and hire qualified employees; provide orientation and on-the-job training for staff. Establish short and long term goals that are both measurable and obtainable to meet contract requirements and ensure that these expectations are clearly communicated and understood by all direct and indirect reports. Review and approve all applicable timesheets. Oversee the daily responsibilities of direct reports to ensure that ABH® policies and procedures are being followed and the program/department goals are being met. Provide year-round feedback to employees, counseling, coaching, and training resources and support as necessary. Refer performance concerns/issues to next level Manager & Human Resources Department for advice, next steps and appropriate action. Complete timely staff performance evaluations outlining clearly defining goals/expectations, secure applicable signatures/approvals and process paperwork.
EDUCATION AND EXPERIENCE REQUIREMENTS:
§ Associate's Degree required; Bachelor's preferred;
§ Combination of education and 3-5 years demonstrated work experience in a behavioral health position may also be considered.
§ Bi-lingual (Spanish) fluency required;
§ Ability to interact with various stakeholders (client, DCF, providers, etc);
§ Strong attention to detail; ability to work on multiple tasks and meet deadlines;
§ Excellent PC skills and demonstrated experience using Microsoft Office Packages (MS Word, Excel, Power Point, Access, Outlook); internet;
§ Strong written and verbal communication skills required;
§ Attends annual Conflict of Interest training.