Mgr Behavioral Health Services, Crisis Call Center

Elevance Health•Baton Rouge, LA

3d•Hybrid

About The Position

The Manager, Behavioral Health Services is responsible for supporting and mentoring the frontline phone staff and as a subject matter expert for accounts and within the department. Works closely with the Manager II who oversees day to day operations of the Louisiana Account: Supporting frontline staffing, coaching, mentoring through 1:1s and Performance management. Partnering with Quality and Training teams to ensure proper documentation and policies and procedures are followed for all calls. Partner with workforce management team to review performance and functioning of the line, process changes and improvements, staff development. Hires, trains, coaches, counsels, and evaluate performance of direct reports. Managing a team of licensed clinicians and non-clinical support staff responsible for telephonic crisis intervention, crisis screening and assessments, and connecting callers or providers with available resources to optimize quality outcomes and cost effective care. Supports quality improvement by identifying new business processes, recommending revisions to policies/procedures and providing quality control to ensure adherence to the appropriate policy, best practices, relevant clinical standards and contracts for an inbound and outbound 24/7 call center managing BH Services. Manages case consultation and education to customers and internal associates of effective utilization of BH services and leads development and maintenance of positive relationship with members, clients and providers; serves as a resource for direct reports, vendors, account management, implementation teams, privacy and compliance and infrastructure support teams.

Requirements

Requires current, active, unrestricted Louisiana license such as APRN, LCSW (as applicable by state law and scope of practice), LMHC, LPC, LMSW, LBA (as allowed by applicable state laws), LMFT, or Clinical Psychologist to practice as a health professional within the scope of licensure in Louisiana.
Licensure is a requirement for this position.
Prior experience in Managed Care setting required.
MS in social work, counseling, psychology or related behavioral health field or a degree in nursing and minimum of 5 years of clinical experience with facility-based and/or outpatient psychiatric and chemical dependency treatment and prior assessment for level of care experience, which includes prior EAP or crisis; or any combination of education and experience, which would provide an equivalent background.
Residential requirement: must reside in Louisiana

Nice To Haves

Prior experience in Crisis Work and call center environment is strongly preferred.
Experience applying clinical and policy knowledge on the continuum of Behavioral Health treatment strongly preferred.

Responsibilities

Supporting frontline staffing, coaching, mentoring through 1:1s and Performance management.
Partnering with Quality and Training teams to ensure proper documentation and policies and procedures are followed for all calls.
Partner with workforce management team to review performance and functioning of the line, process changes and improvements, staff development.
Hires, trains, coaches, counsels, and evaluate performance of direct reports.
Managing a team of licensed clinicians and non-clinical support staff responsible for telephonic crisis intervention, crisis screening and assessments, and connecting callers or providers with available resources to optimize quality outcomes and cost effective care.
Supports quality improvement by identifying new business processes, recommending revisions to policies/procedures and providing quality control to ensure adherence to the appropriate policy, best practices, relevant clinical standards and contracts for an inbound and outbound 24/7 call center managing BH Services.
Manages case consultation and education to customers and internal associates of effective utilization of BH services and leads development and maintenance of positive relationship with members, clients and providers; serves as a resource for direct reports, vendors, account management, implementation teams, privacy and compliance and infrastructure support teams.