Model Adherence CC Supervisor
Company: Advanced Behavioral Health
Location: Middletown
Posted on: June 20, 2022
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Job Description:
POSITION SUMMARY: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.KNOWLEDGE/SKILLS/ABILITIES: -- 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.
PI182550687
Keywords: Advanced Behavioral Health, Middletown , Model Adherence CC Supervisor, Other , Middletown, Connecticut
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