Access Team Lead

Job Description:

ESSENTIAL JOB FUNCTIONS

• Demonstrating high-level customer service skills, professional etiquette, and service excellence, provides telephone screening for individuals who utilize SCS Access.
• Determines client eligibility for services and verifies insurance coverage or provides information on sliding scale options when applicable.
• Obtains all information effectively and efficiently (i.e., demographic, and clinical information) and records accurate documentation in the electronic database.
• Demonstrates knowledge and competency in effective triage and intervention, ensuring that appropriate referrals are provided, and follow-up is made to verify that connection.
• Supports key performance indicator (KPIs) record management keeping intended to track program outcomes, identify trends, and support data-driven decision-making as assigned.
• Effective routes/ transitions to CIC/Crisis team and/or identified program needs as appropriate.
• Maintains staff work schedules, including requests for time off.
• Assists with initial and ongoing training needs of the team.
• Attend, participate, and be available to lead team meetings as required.
• Promotes a departmental culture of cooperation and collaboration with other Seven Counties Services departments, community agencies, hospitals, mental health consumers, and the public at large.
• Ensures compliance with all defined organization and Access standards.
• Adheres to all department and organization requirements as defined. (i.e.- completes annual trainings, attends team meetings, in-service training, and other quality assurance training, etc.)
• Must be reasonably available to respond to emergency coverage needs.
• Utilizing operating systems to perform essential job functions, ex. Microsoft Office.
• Performs other duties as assigned.

EDUCATION

• Bachelor's degree in Psychology, Social Services, Human Behavior Services or a related field of study required.
• Master's degree in Psychology, Social Services, Human Behavior Services or a related field of study preferred.

EXPERIENCE

• Two plus years of experience in a health care customer service or call center setting; Two plus years of experience in a health care customer service or call center setting environment acting as a supervisor preferred.
• Crisis counseling experience preferred.
• Customer Relationship Software (CRM); Microsoft 365/Teams/Cloud based software phone system (Example: Zoom Phone Now); Electronic Health Record (preferably Netsmart myAvatar) preferred.
• Highly effective listening, retention, communication, and relay of essential information skills in a supportive, responsive, client and service focused environment are essential.

REQUIREMENTS

• Reliable, high speed internet connection. In circumstances in which the high-speed internet fails, working onsite is required.

Time Type: