Care Navigator Supervisor

Rosecrance • Rockford, IL

5h • $50,000 • Hybrid

About The Position

Become a champion of hope. At Rosecrance, we’ve been leading the way in behavioral health services for over a century. Our team empowers individuals and families to overcome substance use and mental health challenges through compassionate care and evidence-based therapies. If you’re ready to make a meaningful impact, we’re ready to welcome you! We are looking for dedicated individuals to join our team and help deliver on our mission of hope and recovery. Position Summary The Care Navigator Supervisor ensures that all callers receive an outstanding customer service experience. Supervises all Care Navigators, responsible for opening new client inquiries, answering client questions, and directing calls to the next step of the client journey. Care Navigators are responsible for maintaining a comprehensive understanding of agency processes, departmental functions, and company-wide locations across Rosecrance. The Care Navigator Supervisor acts as a resource for other departmental queries regarding call routing for the best customer experience and has a working knowledge of all Contact Center software. The Care Navigator Supervisor will provide continued supervision and mentoring to Care Navigators and actively participate in the Access Leadership team.

Requirements

• High School diploma or GED required; Associate degree preferred
• At least two years of demonstrated leadership experience in a fast-paced environment
• Prior working experience in a call center or switchboard position with proficiency in related software, including CRM, is required
• Experience with the management of Contact Center data and metrics
• Exceptional verbal and written communication skills. Must be able to communicate clearly, thoroughly, and professionally even when under stress, and always maintain composure with clients, co-workers, and all levels of Rosecrance leadership
• Strong customer service skills and the ability to demonstrate compassion and empathy
• Embracing a culture of customer-centric behavior and innovation, must be able to work under rigorous pressure. Experience client engagement.
• Proficiency in the use of PC applications
• Proven excellent organizational and time management skills with the ability to meet multiple deadlines

Nice To Haves

• Behavioral healthcare familiarity preferred

Responsibilities

• Works scheduled hours and any additional hours deemed necessary by leadership. Some variation in scheduled hours may be required to meet company and client needs.
• Supervises Care Navigators, with the assistance of Quality Management software, to ensure proper customer service protocols, call handling processes, and overall quality of customer experience.
• Oversee the Care Navigator process of creating client inquiries in the Electronic Health Record, as well as a CRM for all clients seeking services at Rosecrance.
• Regularly performs all duties of the Care Navigator position as needed to meet contact demand and support the team. Manages escalated caller complaints related to Care Navigator and Switchboard functions.
• Oversee Quality Management, Analytics, Queue Management, Call Routing, and other software associated with Contact Center-related activities in Access. Monitors all related software and identifies and reports malfunctions and reporting errors.
• Assists with training Access team members regarding Contact Center software, development of departmental processes, standard operating procedure manual, and manages team resources related to process management.
• Works closely with many departments to identify and resolve caller experience, queue issues, and other software enhancements, as well as identify viable solutions or increased efficiencies.
• Conducts monthly staff supervision, annual performance appraisals, and addresses verbal and written disciplinary actions, in coordination with the HR Department, to ensure that all the access department policies, standards, and KPI’s are met.
• Responsible for staffing interviews, hiring, and terminating staff in coordination with the HR Department.
• Exercise confidentiality in keeping with the professional Code of Ethics and within the framework of the law.
• Deliver exceptional customer service consistently to every customer.
• Serve as a role model and demonstrate positive guest relations in representing the agency.
• Assume other related responsibilities as delegated by management.

Benefits

• Medical, dental, and vision insurance (multiple plan options to meet your needs)
• 401(k) with employer match & discretionary contribution
• Group Life Insurance, LTD and AD&D
• Tuition assistance & licensure/certification reimbursement
• Paid Time Off, sick time, bereavement leave
• Referral program earning up to $1,000 per hire!
• Wellness program, including an on-site gym at select facilities
• Discounts at participating retailers
• Daily pay available through UKG Wallet for financial flexibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED