Triage Operations Manager

Pearl Interactive Network LLC

About The Position

Pearl Interactive Network is seeking accomplished Triage Operations Manager to join our Team! If you’re passionate about performance, process improvement, and team development, let’s stay connected. The Triage Operations Manager is responsible for managing, coaching, and developing a team of triage consultants and triage supervisors.  The Triage Operations Manager will ensure that quality, productivity, and Key Performance Indicators (KPI) are achieved.

Requirements

Master’s degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling Minimum 3 years of related experience in operations, customer service, including supervisory or equivalent military experience. 
Hold a current, valid, unrestricted counseling license/certification from any of the fifty states, the District of Columbia (D.C.), a U.S. Commonwealth, or a U.S. Territory that grants the authority to provide counseling services as an independent practitioner in their respective fields
Experience in implementation of call center services organization and other startup operations.
Experienced in managing/coaching various organizational levels.
Excellent interpersonal skills and self-sufficient.  
Demonstrated knowledge/experience in infrastructure management including facility, IT support& business processes. 
Intermediate to advanced user of MS Outlook, Calendar, Excel (Office 365 – 2016) and SharePoint. 
Experience with a wide range of web-based applications and cloud services including document storage. 
Excellent verbal/written communication skills including follow through. 
Strong time management skills with the ability to quickly assess priorities and make adjustments as needed. 
Ability to maintain positive relationships and work well within a team, both in-office and virtual.  
Ability to solve complex problems and issues. 
Strong analytical skills to interpret and forecast financial budgets. 
Ability to develop,recommendand implement plans for continuous process improvement. 
Strong leadership experience and skills. 
Great customer relations skills and experience. 
Flexibility and willingness to perform other duties as assigned. 
Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency, and innovation the above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Responsibilities

Responsible for the day-to-day management of Triage staff supporting the Military OneSource program.
Monitors the clinical quality of each supervisor’s team indentureship are providing appropriate andtimelycoaching to the consultants to improve performance. 
Works with Senior Site Manager/ Program Manager to advise supervisory staff on disciplinary and termination actions in conjunction with the human resources department. 
Conduct staff quality assessments. 
Establish a high standard for productivity, quality, and triage service as well as define user guidelines. 
Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures. 
Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations. 
Provide clinical consultation as needed to supervisors and triage consultants.
Works duty-to-warn mandates and reporting.
Oversee system maintenance and upgrade implementation.
Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects. 
Determine a course of action and modify existing procedures and methods based upon the interpretation of general policies of the functional area. 
Meets with Supervisors for 1:1’s. 
Meets with Senior Manager for Weekly 1:1 and Manager Team Meetings. 
Ensure shift attendance and participation team call
Promotes a positive team-oriented and employee participative culture. 
Performs other related tasks as assigned.