Contact Center Manager - Administrative Role - Full Time/First Shift

Cost Center

151 Contact Center

Scheduled Weekly Hours

40

Work Shift

First Shift (United States of America)

Shift & Status

Who Are We?

We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are much more than just the third largest non-profit behavioral health system in the country, our 220-acre main campus, and our network of clinical sites across Michigan. We are a tight-knit community of healers who witness the impact of our life-changing work each day.

Each day, we are closing the gaps in access to care. We are innovating through leading-edge research, testing, programs, and treatment modalities that others replicate across the country. Our services include a state-of-the-art psychiatric urgent care center and a soon-to-be-built pediatric behavioral health center, outpatient, inpatient, partial hospitalization (day programs), assessment and testing, residential, addiction treatment and specialty services such as crisis response, employee assistance programs, forensic psychiatry and psychology, and neuromodulation. On-the-job educational programs for nurses, psychologists, advanced practice providers, psychiatrists, and chaplains are equipping the next generation of care providers.

We are passionate about serving and are honored to be a part of this incredible work.

What Will you Do?

As a Contact Center Manager at Pine Rest, you’ll be part of tight-knit team that believes in the healing power of your expertise and compassion. You’ll manage the day-to-day operations of our Contact Center within Hospital & Acute Services. The CCM oversees and coordinates all patient admissions and works directly with the Director of Patient Access, hospitals, community partners, families, and other referral sources to ensure a seamless intake and disposition process. The CCM is also responsible for upholding the highest quality care, keeping with all standards and bylaws set by government agencies as well as Pine Rest. May provide initial interface and assistance in dealing with primary customers. The CCM must demonstrate excellent customer service and have enthusiasm about the program and the Pine Rest organization. This position will manage all aspects of assigned programs as well as implementation of new services.

Principal Duties and Responsibilities:

• Professionally and calmly handles crisis calls to determine appropriate next steps in the assessment process. 
• Reviews/monitors/collects program data, providing evaluation to enhance data.
• Responsible for the day-to-day operations of patient flow, including intake, triage, assessment, admission, and placement of patients through the healthcare system.
• Engages and provides direction to all team members within the span of control, including, but not limited to, training and process improvement activities.
• Build and maintain a solid team dynamic through leader engagement and communication.
• Maintain supportive communications with team members and key stakeholders through regularly scheduled meetings, participation in multi-disciplinary meetings, and sharing outcomes with all team members when appropriate.
• Leads daily concerns and assesses for process improvement to provide optimal outcomes and resolutions of opportunities as they arise.
• Oversee financial process of department including payroll, invoicing, contract renewals and other process that impact P&L.
• Practice stewardship when developing and adhering to departmental budgets. Holds assigned staff accountable for the actualization of strategies, plans, and budgets.
• Provide exceptional customer support by promptly addressing concerns of customers and providers.
• Act as liaison between Pine Rest Administration, ORS and PR Foundation and Grant departments, as well as other departments as needed.
• Participate in quality review and quality improvement initiatives; implement improvements for future programs.
• Assist with processes development for each program, drawing on existing best practices.
• Provide assistance to other areas of Pine Rest, as assigned.
• Leads department customer service initiatives.
• Utilizes department/operating unit structure to achieve goals and strategies, making changes when necessary for better efficiency and to further develop core competencies of the clinic. Ensures that staff members training is kept current.
• Responsibility for budgeting, financial results and contract management for scope of assigned programs.

Supervisory Responsibilities:

• Manages the Contact Center Administrative Intake Support Specialists, Assessment and Referral Clinicians, and Unit Coordinator, as well as other roles within the department as needed.

What Does the Role Require?

Education/Experience:

• Bachelor’s degree in related field is required, Master’s Degree is preferred.

• A minimum of 5 years of operations experience within the healthcare industry required.

• Experience in community/public health or behavioral health in a leadership capacity required. For Manager of Homeless Services must have experience working with those experiencing homelessness as well as community partners/resources.

• Experience in public speaking.

Notice:

Pine Rest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All new employees are subject to a criminal background check and education verification which may include sending a copy of your high school diploma, GED, or college transcripts.

NOTICE: Successful completion of a drug screen prior to employment is also part of our background process.