Location: Southfield Center

Schedule: Full-time schedule as determined by Director

Reports To: Director of Clinical Resources; Site Director and Supervisor

Compensation: Salaried Employee. $67,000 - $70,000/ year. Commensurate with Experience

Position Summary:

Provides oversight of activities in conjunction with applicable Director, to clinical and administrative functions of the Call Center. Provides oversight and supervision of clinical and administrative staff in assigned location. This position will require working as part of a multi-disciplinary team in a Call Center environment to provide the highest quality of care and customer service to consumers, staff, and stakeholders. The Supervisor will be familiar New Oakland Family Centers’ protocols, policies, and procedures and is responsible for professionally responding to all incoming consumer access inquires.

Desired Skills:

• Ability to manage teammates to achieve organizational goals.
• Ability to maintain a broad view of organizational goals.
• Ability to multi-task; use of time management, and project management skills.
• Excellent written and verbal communication.
• Excellent clinical skills which can be utilized in various settings.
• Ability to identify conflict and manage resolutions.
• Ability to utilize critical thinking during crisis situations.

Essential Duties / Functions:

• Ability to provide leadership and supervision to administrative and clinical staff.

• Proven experience and demonstrated ability within New Oakland Family Centers’ scope of clinical services.

• Understanding of the Agency’s mission and culture and the ability to maintain appropriate boundaries with staff and consumers in all circumstances.

• Experience and confidence identifying and implementing best practices and Agency policy and procedure.

• Experience working in crisis settings with individuals and families.

• Assisting consumers with behavioral and mental health related symptoms.
• Ability to field and triage consumer crisis calls.
• Promptly and professionally answers calls, completes phone intake, and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
• Utilizes computer to perform administrative job functions while optimizing consumer experience with maximum accuracy of data entry for scheduling and clinical messaging.

• Actively participate as a positive member of the clinic environment and assist with other departmental functions (HR, billing, quality, etc.)

• Experience with Medicare/Medicaid/Private/3rd Party/PCE and other types of consumer billings.

• Proficiency in computer skills, especially using Outlook, Word, Excel, and customized databases.

• Strong inter-personal skills and the ability to relate well with persons from a variety socioeconomic and cultural groups.

• Fulfillment of all initial and ongoing training requirements.

• Carry out other duties as assigned.

Qualifications: Master’s degree and license in social work, professional counselor, or psychology required. Full licensure is highly preferred. RN license with extensive experience may be considered. One to three years of progressively responsible clinical experience, including expertise working with New Oakland clinical staff in a team capacity.

Working Conditions: Call Center environment. Staff is to follow dress code policy per Employee Handbook. Staff will need to be prepared to be actively involved with staff, consumers, and vendors.