Member and Recipient Services Supervisor

TRILLIUM HEALTH RESOURCES

2d • Remote

About The Position

Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) serving 46 counties across North Carolina. We manage services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/development (IDD) disabilities. Our mission is to help individuals and families build strong foundations for healthy, fulfilling lives.

Trillium Health Resources has a career opening for a Member & Recipient Services Supervisor to join our Call Center team. This position's primary responsibilities include providing administrative oversight and supervision for the day-to-day operation of the Call Center Staff and Member & Recipient Service Line. The Member and Recipient Services Department is a cross-functional unit that includes staff who perform the screening triage and referral function or STR for the LME/MCO. The Member and Recipient Services Supervisor spends a considerable amount of time providing supervision and completing the required documentation/paperwork.

Requirements

• Bachelor’s degree in Health or Human Services field OR fully licensed RN AND minimum of five (5) years of post-degree progressive experience providing similar services.OR
• Master’s degree in Health or Human Services field OR fully licensed RN AND minimum of three (3) years of post-degree progressive experience providing similar services.
• Must have a valid driver’s license
• Must reside in North Carolina
• Must be able to travel within catchment as required.

Nice To Haves

• A degree in Human Services.
• Experience working with the BH/MH/SU and/or IDD population in a Call Center.
• Supervision of staff, two (2) or more employees that provide BH/MH/SU and/or IDD services.

Responsibilities

• Review data daily more often if needed to ensure performance measures, service level agreements and benchmarks are consistently met.
• Monitor and oversee day-to-day operations to ensure the needs of individuals interacting with Member and Recipient Services are being addressed appropriately, expeditiously, and in a courteous manner.
• Provide ongoing quality monitoring and review quality monitoring forms in supervision with staff, must be documented in supervision notes.
• Communicate and disseminate information to Member and Recipient Services Agents, other staff members, providers, or community stakeholders in a variety of ways, such as but not limited to verbal communication, email, instant messaging, and Webex.
• Review, revise, or develop departmental procedures, processes, protocols, workflows, and training material.

Benefits

• Typical working hours: 8:30 am – 5:00 pm; flexible work schedules with some roles with management approval.
• Work-from-home options available for most positions
• Health Insurance with no premium for employee coverage
• Flexible Spending Accounts
• 24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year
• NC Local Government Retirement Pension (defined-benefit plan)
• 401k with 5% employer match and immediate vesting
• Public Service Loan Forgiveness (PSLF) qualifying employer
• Quarterly stipend for remote work supplies

What This Job Offers

• Job Type: Full-time
• Career Level: Manager