Central Triage Weekend Supervisor (LICSW/LMHC), Emergency Services

Beth Israel Lahey Health•Lawrence, KS

2d•$42,318 - $54,860•Onsite

About The Position

The BILH BS Central Triage Weekend Supervisor is responsible for coordinating operational activities and optimal functioning of the Emergency Services (ES) Division Central Triage including oversight and monitoring of the program’s protocols and procedures. Supervises Central Triage staff that telephonically respond to patients, families, providers, and stakeholders who are requesting access to services or information. Provides supervision, training, guidance, and oversight of assigned staff. Provides patient case consultation with ES clinicians providing behavioral health crisis consultation at BILH hospitals served.

Requirements

Master’s degree in human services field.
Two years of emergency services, triage, or call center experience strongly preferred.
Licensed at the Independent level required: LICSW or LMHC.
Knowledge of commercial behavioral healthcare practices evidenced based treatments, managed care principles, provider development and quality improvement concepts is essential.
Familiarity with state and local agencies serving the community helpful.
Ability to exercise good judgment clinically, legally and ethically and to consult with supervisor as needed.
Computer literate in standard desktop applications such as Windows, Word, Excel, and able to demonstrate ability to learn organization's EHRs.

Nice To Haves

Two years of emergency services, triage, or call center experience strongly preferred.
Familiarity with state and local agencies serving the community helpful.

Responsibilities

Under the supervision of the Central Triage Senior Director, the Central Triage Weekend Supervisor monitors central triage program guidelines and policies with the purpose of ensuring compliance with all regulations, as well as maintaining alignment with the organization's mission.
Works with the Central Triage Senior Director to evaluate program outcomes and to ensure culturally appropriate continuum of services for clients.
Monitors the effectiveness of the Central Triage, adjusting as needed. Monitors quality initiatives (Response Time, ED Diversion), including staff recruiting and training, monitoring/reporting of significant clinical events.
As a credentialed member of the medical staff at BILH hospitals served, provides case consultation to ES clinicians during assigned shift.
Collaborates regularly and provides timely and efficient communication with Central Triage Senior Director and Emergency Services Division team leadership on call center issues, challenges, and needs with the goal of supporting effective triaging of services and optimal flow of information.
Oversees program staff regularly on shift. Provides necessary ongoing training and technical support to ensure work is completed safely, professionally and productively.
Assists in supervising and reviewing the performance management of assigned staff and the overall functioning of the Central Triage.
Conforms to organizational standards of performance and conduct, including those pertaining to patient rights, to ensure that exceptional customer service and patient care may be provided.
Utilizes organization’s behavioral health standards as the basis for decision making and to support the organization’s mission and goals.
Provide oversight and supervision during scheduled hours for central triage team staff in managing referrals/case assignments. Support central triage team in key decision-making situations for optimal service delivery, model best practice, and positive impact on triage workflow for ES Division teams.
Ensure availability outside of schedule for supervisory sessions and ES department meetings and promptly respond to clinical emergencies. Provide information and be conduit for ES Division management team in matters/situations related to evening/night service hours.
Responsible for monitoring and ensuring that supervisees and other identified staff’s time management and workflow requirements are completed as directed (including documentation, communication, bed searches and insurance certifications). Ensures quality of documentation of central triage staff.
Sets example for staff by consistently presenting self in a professional manner.
Build and maintain effective working relationships with internal, external providers, stakeholders, and other regulatory bodies.
In collaboration with the Central Senior Triage Director, conduct ongoing review of the clinical program design, suggest and if applicable implement recommendations for improvement.
Performs system-wide Administrator-On-Call (AOC) function as scheduled.
Provides direct behavioral health crisis consultation services via telehealth to BILH hospitals served, when needed.
Other related duties as assigned.