Manager-Behavioral Health Central Scheduling Services

Full-time, Days

8am-4:30pm

Remote position, but travel required for training, meetings, or other staffing issues, as needed.

General Summary

Responsible for the daily operation of the BH central scheduling functions and provides oversight of Team Lead and Central Scheduling Representatives. Assists with development and implementation of policies and procedures that guide best practice outcomes. Completes administrative duties including payroll, recruiting, orientation, training, call observations, annual performance evaluations, and counseling of staff. Encourages and fosters a team environment and ensures that teams effectively share responsibilities and accountabilities for success.

Duties and Responsibilities

Essential Functions:

• Manages the operations of the BH Central Scheduling Services department, including routine meetings, communications, and employee issues
• Communicates operational issues to Director of Outpatient Support Services to obtain timely and effective resolution
• Performs responsibilities in a fiscally responsible manner by maximizing utilization of resources and by eliminating inefficiencies
• Monitor call volumes and analyzes data to increase efficiency, maximize resources, and enhance customer service
• Works with department Team Lead to gather information and ensure timely customer service problem resolution
• Works proactively with Team Lead and department staff to identify areas for improvement, to facilitate problem resolution, and to provide and maintain excellent patient experience
• Oversee staff by providing leadership and support in daily operations of the BH Central Scheduling department
• Responsible for ongoing training, education, and call monitoring for staff, and conducting performance reviews in accordance with system policies
• Works collaboratively with leadership in developing, modifying, and implementing policies and procedures to promote best practice outcomes
• Possesses, initiates, and mentors staff in providing excellent customer service

Common Expectations:

• Keeps up to date with new technologies and applies knowledge to the job.
• Works collaboratively with BH Clinic Directors, Nursing leadership, and other leadership across outpatient and clinical teams.
• Keeps abreast of new developments by attending meetings and/or workshops as appropriate.
• Operates standard office machines and equipment such as computers, calculators, and photocopiers.
• Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

Qualifications

Minimum Education:

• High School Diploma or GED Required
• Bachelors Degree Preferred

Work Experience:

• 3 years Supervisory experience. Required and
• 3 years Behavioral health-related office experience with specialized or technical skills/knowledge. Required and
• Health-related or behavioral health experience. Required

Licenses:

• Basic Life Support Upon Hire Required

Knowledge, Skills, and Abilities:

• Excellent human relations and oral/written communication skills.
• Analytical abilities.
• Computer and keyboard skills.
• Knowledge of and ability in the care and handling of patients in all age groups.
• Community services and/or other physician support systems.
• Proficiency in Therapeutic Crisis Intervention (TCI) principles of de-escalation.
• Knowledge of EPIC.
• Knowledge of insurance.