Clinical Operations Supervisor

The Jewish Board•New York, NY

19h•Hybrid

About The Position

The Jewish Board’s treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally affirming, person centered approach to help individuals and their families develop skills and resources to improve overall functioning, to instill hope, and to strengthen resiliency. Our programs work closely with community partners to address health disparities in our neighborhoods while also celebrating the strengths and resiliency of our communities. The One Call Contact Center (OCCC) is a hybrid centralized registration and scheduling unit serving all divisions of the Jewish Board, including Community Behavioral Services, Youth and Family Services, Intellectual and Developmental Disability, and Adult Residential. OCCC is the first point of contact at the Jewish Board for all individuals and families seeking services at The Jewish Board. The OCCC team sensitively gathers information as part of the registration and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified. OCCC provides clients with the information they will need to begin services with their program and introduce them to high quality of care they will receive from the Jewish Board. OCCC partners with all programs to ensure they are providing clients with the full range of services they will receive once they begin with a program. Additionally, the OCCC will introduce options for services from other Jewish Board programs to clients who present with a need that goes beyond their initial request(s).

Requirements

LCSW preferred, LMSW (with 3 years of clinical and supervisory experience), or MBA (with 3 years of operational, supervisory, and quality improvement experience).
At least 1 year of experience/training in safety and risk assessment.
Experience with staff supervision and outreach required.
Computer skills, including competency with Microsoft Outlook, Excel, PowerPoint, and electronic health record/client charts.
Ability to learn and proficiently use contact center software and assist with training staff in use.
Read paper and electronic documents and perform significant data entry into various computer programs.
Manual dexterity and hand-eye coordination to use computer.
Regularly required to speak clearly and hear the spoken word well.
Regularly required to physically operate routine office equipment such as telephones, computers, etc.
Regularly required to utilize near vision ability and to read data and documents, including spreadsheets, referral documents, reports, and Electronic Health Records in printed form and on computer screens.
Able to spend long hours sitting.
Able to spend long hours on computer.
Stable internal connection with adequate Wi-Fi bandwidth is required to perform remote, cloud-based tasks and computer work with minimal disruption required.
Private remote work set up where HIPAA compliance can be maintained.

Nice To Haves

Experience supervising call center staff a plus.
Excellent communication, teamwork, independent functioning and organizational skills required.

Responsibilities

Training and supervision of the OCCC client engagement specialists.
Ensuring positive working relationships with referring agencies and JB programs.
Ensuring positive “customer experience” for individuals and families seeking JB services.
Reviewing various referral types and screening these referrals to determine clinical appropriateness and make recommendation to JB programs.
Reviewing all urgent referrals to determine clinical appropriateness for JB services and working closely with JB programs to ensure the referral can quickly access services.
Conducting additional risk assessments when callers screen positive for potential harm to self or others and ensuring callers receive the appropriate level of service.
Program outreach to referral sources and JB program tracking and reviewing program outcomes and using the information to inform operations.
Ensuring minimal disruptions to daily operations, including ensuring there is appropriate phone coverage, complete and accurate documentation of registrations, and providing training and supervision to the OCCC team.
Conduct interviews or assessments as required by program to determine client appropriateness.
Review documents provided by referral source to determine appropriateness and/or to identify questions that need to be answered.
Document interviews, assessments, recommendations, next steps as required by program.
If not appropriate, identify referral options for referral source through use of program resource guide.
Conduct a risk assessment when callers screen positive for potential to harm self or others to determine risk level and required response (e.g. 911, same day appointment).
Document assessments, recommendations, and next steps.
Chart review to determine proper completion and documentation of 3-question safety screen conducted by OCCC specialist.
Tracking and Outcomes of all Assessments on a monthly basis.
Review urgent referrals to determine appropriateness for care at JB programs.
Work with JB programs to ensure urgent referrals have rapid access to services and complete all related registration procedures.
Assist with coverage of OCCC call line, as needed, to minimize callers’ wait times to speak to a client engagement specialist.
Timely and accurate documentation in electronic health record.
Maintain and coordinate monthly and yearly data collection and statistics for team.
Review of calls and documentation for quality assurance and to ensure adherence to protocol.
Participates in program and clinical quality outcome projects.
Attends training to enhance program knowledge around programs served.
Advocacy and outreach with existing and potential referral resources including hospitals, community mental health, social service and school programs to introduce JB services and location of services and to encourage referrals through OCCC.
Relationship building with existing and potential referral resources.
Relationship building with JB programs.
Participates in program orientation and training of OCCC workers including staff interaction with clients/callers, referral sources including other JB program staff, understanding purpose of OCCC, documentation of calls, HIPAA expectations, Safety and Risk assessments, reporting and compliance requirements, and changes to the OCCC program and/or policies and procedures.
Individual and group supervision of staff, including addressing performance.
Maintain Supervisory Log of all staff supervision.
Regularly scheduled Team Meetings.