Job Description
Job Description
Position Summary:
The Client Services Manager 2 supervises clinical center staff and daily Call Center/Utilization operations. This key individual coaches and develops team members in accordance with departmental goals and objectives while overseeing operational functions of department working units, including workflow management, staffing, systems, procedures, reporting and training.
Essential Functions:
1. Supervises Call Center and monitors performance, while providing feedback and establishing ongoing organizational goals.
2. Works closely with UAM team managers and supervisors to develop and oversee effective methods that improve utilization management.
3. Performs and collaborates in recruitment activities, as well as professional development and evaluation of personnel.
4. Identifies and implements quality programs and initiatives.
5. Manages and implements decisions regarding service and efficient delivery of patient care.
6. Monitors workflow to ensure prompt delivery and systems documentation.
7. Motivates team members to ensure efficient and effective operational outcomes, while providing guidance and feedback.
8. Monitors telephone queue compliance ensuring full corporate compliance with policies and procedures.
9. Maintains and monitors the crisis line budget.
10. Creates and reviews policies regarding the Call Center Department when needed.
11. Communicates with other supervisors to ensure effective teamwork.
Other Duties:
* Complies with all guidelines established by the Centers for Medicare and Medicaid (CMS) and guidelines set forth by other regulatory agencies, where applicable.
* And all other duties assigned by the manager and/or supervisor.
Education:
* Master’s Degree in a Health related field.
* Current, unrestricted license to practice.
Experience:
* Minimum 2+ years of experience in a Health, Managed Care or related environment; Supervisory experience preferred.
Knowledge:
* Knowledge in emergency call handling and telephonic necessity identification.
* Proficient in data entry skills.
* Personal computer experience should include working with Microsoft Word, Excel, Power Point and Outlook at the intermediate level at a minimum.
Skills:
* Strong verbal and written communication skills.
* Strong analytical skills with demonstrated ability to problem solve.
* Professional verbal and written communication skills, with the ability to clearly articulate thoughts and ideas.
* Organizational skills with the ability to handle multiple tasks and/or projects at one time.
* Time management skills with the ability to prioritize and schedule daily activities for the most efficient use of time.
* Problem solving skills with the ability to look for root causes and implement, workable solutions.
* Interpersonal skills with the ability to work in a fast-paced environment and participate as an independent contributor with little supervision or as an active team member depending on the situation and needs.
* Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization.
* Leadership skills with the ability to empower, engage, motivate, evaluate and manage team members and as a group.