Clinical Operations Supervisor
The company name is "The Jewish Board"., New York, NY, United States
PURPOSE
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.
PROGRAM DESCRIPTION
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).
POSITION OVERVIEW: HYBRID - FULL-TIME JOB
The Clinical/Operations Supervisor, under the direction of the Senior Director of OCCC, is responsible for the training and supervision of the OCCC client engagement specialists, ensuring positive working relationships with referring agencies and JB programs, and positive 'customer experience' for individuals and families seeking JB services. The Clinical/Operations Supervisor reviews various referral types and screens these referrals to determine clinical appropriateness and make recommendation to JB programs. The Clinical/Operations Supervisor reviews all urgent referrals to determine clinical appropriateness for JB services and works closely with JB programs to ensure the referral can quickly access services. This includes conducting additional risk assessments when callers screen positive for potential harm to self or others and ensures callers receive the appropriate level of service. The position is also responsible for program outreach to referral sources and JB program tracking and reviewing program outcomes and using the information to inform operations. The Clinical/Operations Supervisor is responsible for 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.
CORE COMPETENCIES AND RESPONSIBILITIES
Assessment of Client Appropriateness
Conduct interviews or assessments as required by program to determine client appropriateness
Review documents provided by referral source to determine appropriateness and/or 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
Assessment of Client Risk
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 three-question safety screen conducted by OCCC specialists
Track and outcomes of all assessments on a monthly basis
Completion of Urgent and Standard Client Referrals
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
Quality Review
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 protocols
Participate in program and clinical quality outcome projects
Attend training to enhance program knowledge around programs served
Program Outreach
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
Staff Supervision and Training
Participate 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
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
Experience supervising call center staff a plus
Excellent communication, teamwork, independent functioning and organizational skills required
Must be able to work remotely in an effective and conscientious manner so as to ensure strong outcomes; equipment to work remotely is provided
Must be able to work in person as needed/requested
COMPUTER SKILLS 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
VISUAL AND MANUAL DEXTERITY
Read paper and electronic documents and perform significant data entry into various computer programs
Manual dexterity and hand-eye coordination to use computer
WORK ENVIRONMENT / PHYSICAL EFFORT
Physical Demands
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
Work Environment
Most of the time is spent performing office-based work; however, this position is hybrid and may require time on site at different program locations, headquarters, or other training facilities
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
Noise level is consistent with levels usually present in an office, education, rehabilitation or health related environment
Hazards are consistent with those common to an office, education, rehabilitation or health related environment
Some travel throughout NYC required
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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.
PROGRAM DESCRIPTION
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).
POSITION OVERVIEW: HYBRID - FULL-TIME JOB
The Clinical/Operations Supervisor, under the direction of the Senior Director of OCCC, is responsible for the training and supervision of the OCCC client engagement specialists, ensuring positive working relationships with referring agencies and JB programs, and positive 'customer experience' for individuals and families seeking JB services. The Clinical/Operations Supervisor reviews various referral types and screens these referrals to determine clinical appropriateness and make recommendation to JB programs. The Clinical/Operations Supervisor reviews all urgent referrals to determine clinical appropriateness for JB services and works closely with JB programs to ensure the referral can quickly access services. This includes conducting additional risk assessments when callers screen positive for potential harm to self or others and ensures callers receive the appropriate level of service. The position is also responsible for program outreach to referral sources and JB program tracking and reviewing program outcomes and using the information to inform operations. The Clinical/Operations Supervisor is responsible for 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.
CORE COMPETENCIES AND RESPONSIBILITIES
Assessment of Client Appropriateness
Conduct interviews or assessments as required by program to determine client appropriateness
Review documents provided by referral source to determine appropriateness and/or 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
Assessment of Client Risk
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 three-question safety screen conducted by OCCC specialists
Track and outcomes of all assessments on a monthly basis
Completion of Urgent and Standard Client Referrals
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
Quality Review
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 protocols
Participate in program and clinical quality outcome projects
Attend training to enhance program knowledge around programs served
Program Outreach
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
Staff Supervision and Training
Participate 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
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
Experience supervising call center staff a plus
Excellent communication, teamwork, independent functioning and organizational skills required
Must be able to work remotely in an effective and conscientious manner so as to ensure strong outcomes; equipment to work remotely is provided
Must be able to work in person as needed/requested
COMPUTER SKILLS 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
VISUAL AND MANUAL DEXTERITY
Read paper and electronic documents and perform significant data entry into various computer programs
Manual dexterity and hand-eye coordination to use computer
WORK ENVIRONMENT / PHYSICAL EFFORT
Physical Demands
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
Work Environment
Most of the time is spent performing office-based work; however, this position is hybrid and may require time on site at different program locations, headquarters, or other training facilities
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
Noise level is consistent with levels usually present in an office, education, rehabilitation or health related environment
Hazards are consistent with those common to an office, education, rehabilitation or health related environment
Some travel throughout NYC required
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