Access Team Lead

Seven Counties Services•Louisville, KY

About The Position

ESSENTIAL JOB FUNCTIONS Demonstrating high-level customer service skills, professional etiquette, and service excellence, provides telephone screening for individuals who utilize SCS Access. Determines client eligibility for services and verifies insurance coverage or provides information on sliding scale options when applicable. Obtains all information effectively and efficiently (i.e., demographic, and clinical information) and records accurate documentation in the electronic database. Demonstrates knowledge and competency in effective triage and intervention, ensuring that appropriate referrals are provided, and follow-up is made to verify that connection. Supports key performance indicator (KPIs) record management keeping intended to track program outcomes, identify trends, and support data-driven decision-making as assigned. Effective routes/ transitions to CIC/Crisis team and/or identified program needs as appropriate. Maintains staff work schedules, including requests for time off. Assists with initial and ongoing training needs of the team. Attend, participate, and be available to lead team meetings as required. Promotes a departmental culture of cooperation and collaboration with other Seven Counties Services departments, community agencies, hospitals, mental health consumers, and the public at large. Ensures compliance with all defined organization and Access standards. Adheres to all department and organization requirements as defined. (i.e.- completes annual trainings, attends team meetings, in-service training, and other quality assurance training, etc.) Must be reasonably available to respond to emergency coverage needs. Utilizing operating systems to perform essential job functions, ex. Microsoft Office. Performs other duties as assigned.

Requirements

Bachelor’s degree in Psychology, Social Services, Human Behavior Services or a related field of study required.
Two plus years of experience in a health care customer service or call center setting
Reliable, high speed internet connection.
In circumstances in which the high-speed internet fails, working onsite is required.
Highly effective listening, retention, communication, and relay of essential information skills in a supportive, responsive, client and service focused environment are essential.
COVID and Influenza vaccinations for all employees.

Nice To Haves

Master’s degree in Psychology, Social Services, Human Behavior Services or a related field of study preferred.
Two plus years of experience in a health care customer service or call center setting environment acting as a supervisor preferred.
Crisis counseling experience preferred.
Customer Relationship Software (CRM); Microsoft 365/Teams/Cloud based software phone system (Example: Zoom Phone Now); Electronic Health Record (preferably Netsmart myAvatar) preferred.

Responsibilities

Provides telephone screening for individuals who utilize SCS Access.
Determines client eligibility for services and verifies insurance coverage or provides information on sliding scale options when applicable.
Obtains all information effectively and efficiently (i.e., demographic, and clinical information) and records accurate documentation in the electronic database.
Demonstrates knowledge and competency in effective triage and intervention, ensuring that appropriate referrals are provided, and follow-up is made to verify that connection.
Supports key performance indicator (KPIs) record management keeping intended to track program outcomes, identify trends, and support data-driven decision-making as assigned.
Effective routes/ transitions to CIC/Crisis team and/or identified program needs as appropriate.
Maintains staff work schedules, including requests for time off.
Assists with initial and ongoing training needs of the team.
Attend, participate, and be available to lead team meetings as required.
Promotes a departmental culture of cooperation and collaboration with other Seven Counties Services departments, community agencies, hospitals, mental health consumers, and the public at large.
Ensures compliance with all defined organization and Access standards.
Adheres to all department and organization requirements as defined.
Must be reasonably available to respond to emergency coverage needs.
Utilizing operating systems to perform essential job functions, ex. Microsoft Office.
Performs other duties as assigned.