Model Adherence CC Supervisor
Company: Advanced Behavioral Health
Location: Middletown
Posted on: August 7, 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.
PI185949310
Keywords: Advanced Behavioral Health, Middletown , Model Adherence CC Supervisor, Other , Middletown, Connecticut
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