Behavioral Health Intake Supervisor

JOB POSTED: Supervisor, Behavioral Health Intake

Full-time | Benefit's Eligible

The Behavioral Health Intake Supervisor will serve to provide supervision to Behavioral Health Intake department staff, including resource coordinators and schedulers, in a call center environment. This position is responsible for the management of workload to ensure timely and accurate follow-up on referrals, consultation and coordination efforts to help facilitate accurate triaging, scheduling and routing of referrals, facilitation of quality customer service interactions, as well as the promotion of an agile work environment to meet the business needs of the department through supervision, coaching and feedback. The Supervisor represents to the community the quality of service delivery provided through Behavioral Health Services, and thus is required to have exceptional customer service/interpersonal skills, judgment and knowledge of agency and community resources, a strong ability for critical thinking and problem solving in crisis or conflict situations, excellent organizational skills and the ability to interact with all levels of NCHBH and Nationwide Children's Hospital staff, as well as a wide range of external contacts. This position will also maintain the competencies of a Resource Coordinator and perform related tasks and duties when necessary.

The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose.

Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.

We're 16,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.

Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.

Nationwide Children's Hospital. A Place to Be Proud.

What Will You Be Doing?

Supervise staff assigned to the work unit and coordinate the day-to-day operations by maintaining referral workqueues, assigning workload and monitoring staff productivity throughout the day to ensure timely and accurate follow-up on referrals and quality customer service interactions.
• Initiate appropriate steps in resolving referral issues, including research missing or unclear information on referrals, provide follow-up to referral sources and respond to customer service concerns.
• Provide case consultation to facilitate processing of referrals, collaborate and coordinate with other departments on routing of complex care cases and promote independent decision-making among team.
• Instruct others to perform duties within the framework of the standards, policies and procedures set forth by Nationwide Children's Hospital, NCH Behavioral Health Services and other professional standards.
• Participate in improving organizational performance by collecting and utilizing data to streamline individual and/or departmental processes, completing special projects, and contributing to department discussions, organizational meetings, workgroups and committees as assigned.
• Act as a liaison and promote patient-focused outcomes through communication and collaboration with other Nationwide Children's Hospital and NCH Behavioral Health Services departments and programs to respond to customer service needs, facilitate continuous improvement efforts and identify learning opportunities.
• Facilitate team meetings, psycho-educational intake groups and other organizational meetings as assigned.
• Participate in the talent management process, including interviews and onboarding activities for new hires.
• Evaluate performance of assigned staff by providing timely supervision, coaching and feedback, completing annual appraisals, and carrying out corrective education and/or actions when deemed appropriate.
• Maintain staffing resources and work schedules, including reviewing PTO and out of office requests for approval; and ensure time and attendance is completed for the department each pay period.
• Ensure appropriate tools are available and working properly for staff to complete their tasks; and facilitate ordering and maintaining of supplies for department.
• Maintain confidentiality of all clinical and administrative information consistent with agency policy.
• The above list of duties is intended to describe the general nature and level of work performed by people assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the people so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under her/his supervision.

What Are We Looking For?

To fulfill this role successfully, you must possess these minimum qualifications and experience:

• Bachelor's Degree in business administration, psychology, social work or a related field required
• Three years of experience in a healthcare environment preferred, preferably in a behavioral health setting.
• Two years of call center, customer service and/or healthcare management experience preferred.
• Demonstrated skills in leadership, customer service, project management, process improvement and ability to function at a fast pace in a high-energy, agile environment.
• Demonstrated effective written and verbal communication skills and traits of engagement through professionalism, relationship building, teamwork, optimism and enthusiasm.
• Proficiency in the use of EPIC electronic health record and Cadence scheduling applications preferred, or ability to acquire and utilize knowledge of EPIC and Cadence applications.
• Experience using Microsoft Outlook, Word and Excel.

Minimum Physical Requirements:

• Stooping - Occasionally (0-33%)
• Lifting - Occasionally (0-33%)
• Standing - Frequently (34-66%)
• Walking - Frequently (34-66%)
• Sitting - Constantly (67-100%)
• Talking on the phone or in person - Constantly (67-100%)
• Typing on the computer - Constantly (67-100%)

The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.

EOE/M/F/Disability/Vet