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Call Center Manager

Baltimore Crisis Response • Full-time • Baltimore, Maryland • 8m ago

Job Details

Experienced

Main Campus - Baltimore, MD

Full Time

Bachelor Degree

Up to 25%

Variable

Nonprofit - Social Services

Description

Shift: 10am-6pm EST or 11am-7pm EST

(Variable workdays with occasional weekends and on call responsibilities)

Job Description:

This position provides general and administrative oversight for a behavioral health crisis helpline within the 988 system, under the direct supervision of the Director of Crisis Systems Operations. Call Center Director. Daily activities include call monitoring and reviews for training and quality assurance. Trains and supports team members in iCarol, Behavioral Health Link and other Electronic Health Record systems or accurate documentation.

Essential Functions:

Supports the delivery of care and engagement of individuals under care by participating in regional and interagency system partner meetings.
Develops and maintains strong working knowledge of care partners, service providers, and stakeholders across the system of care, maintaining a positive rapport.
Review calls for quality assurance and compliance for provisioned service delivery.
Reviews EHR systems (iCarol, BHL, etc.) verifying contact records are full and complete, with appropriate person-centered documentation and free from errors.
Ensures that referrals are documented and submitted properly in the EHR systems to care partners.
Provide consult for staff during day and evening hours.
Ensuring proper shift scheduling for continuous operations and assisting with shift coverage needs.
Serves as a liaison as assigned and appropriate for internal and external stakeholders, care partners, and visitors.
Demonstrates adherence to company policies, expectations, and behavioral competencies, both explicit and implicit.
All tasks, projects, and/or duties as assigned and authorized, as determined by Human Resources and Direct Supervisor (or designated delegate) to be congruent with the role.