Team Lead - Outpatient Call Center (LMFT, LCSW, ASW, AMFT, MSN)

UHS•Sacramento, CA

9d•Onsite

About The Position

Heritage Oaks Hospital, part of the UHS Family of Providers, is a fully accredited, 125-bed acute psychiatric hospital located in northern Sacramento. Since 1988, it has been an integral part of the greater Sacramento and Northern California mental health system, offering a full range of tailored treatment services for adolescents, adults, and senior adults, including substance abuse and chemical dependency issues. Heritage Oaks is a Medicare provider and contracts with most commercial health insurance plans, committed to service excellence and optimal patient care. The Team Leader of the Call Center, under the supervision of the Director of Outpatient, will assist and direct all Outpatient Call Center employees. This role involves ensuring employees respond appropriately to calls from patients and referral sources, assisting with crisis interventions, managing patient placement across outpatient sites, and coordinating services with the Business Office, Utilization Management, and Partial Hospitalization Program/Outpatient Departments. The Team Leader will oversee the operations of the Outpatient Call Center, provide guidance and feedback to Intake Coordinators, and offer training and supervision to call center staff. A key responsibility is to assess each inquiry to determine the clinical need of the caller and/or patient and refer them to the appropriate level of care.

Requirements

Master’s Degree from an accredited college or university in Social Work, Marriage and Family Therapy, Nursing or related discipline.
Registered with the California Board of Behavioral Sciences or California Board of Registered Nurses.
Minimum of two years of experience clinically assessing psychiatric patients for inpatient/outpatient services, including understanding and application of Utilization Management skills required.
CPR certification.
Successful completion of Handle With Care (HWC) training within 30 days of employment.

Nice To Haves

History of supervising clinical staff preferred.
Licensure by the California Board of Behavioral Sciences as an LCSW, LPCC, LMFT / Licensure by California Board of Registered Nurses.

Responsibilities

Oversee the operations of the Outpatient Call Center and provide subordinates with timely and appropriate guidance/feedback related to the job performance of Intake Coordinators.
Provide training and supervision of call center staff.
Assess each inquiry to determine clinical need of caller and/or patient, and makes referral to appropriate level of care.
Assist and direct all Outpatient Call Center employees under the supervision of the Director of Outpatient as necessary.
Ensure employees respond accordingly to calls by telephone with patients and referral sources.
Assist with crisis interventions for patients.
Manage the placement of patients across outpatient sites.
Ensure that services are facilitated and coordinated with the Business Office, Utilization Management, and Partial Hospitalization Program/Outpatient Departments.