Best Call Center Program Coordinator
Boston, MA 02118, United States
Job Description
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POSITION SUMMARY:
The Program Manager provides oversight of the operational activities of the Mobile Crisis Call Center, including development and monitoring of the program\'s protocols and goals. The Program Manager will be responsible for providing staff supervision, training and guidance on supporting clients and families in need, and ensuring effective collaboration with our other Community Behavioral Health Center components. The Program Manager will work under the supervision of the Clinical Director of Crisis Services.
Position: BEST Call Center Program Coordinator
Department: Psychiatry
Schedule: Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES:
Program Support:
- Under the supervision of the Clinical Director of Crisis Services, the Program Manager monitors program guidelines and policies with the purpose of ensuring compliance with all government regulations, as well as maintaining alignment with the organization\'s mission.
- Works with the Clinical Director of Crisis Services to evaluate program outcomes and to ensure culturally appropriate continuum of services for clients.
- Monitors the effectiveness of the program, making adjustments as needed. Monitors quality initiatives, including staff recruiting and training, monitoring/reporting of significant clinical events, monitoring/recording patient/family satisfaction, and monitoring/recording satisfaction of referral sources.
- Works with other health providers and Community Behavioral Health Center components to ensure seamless delivery of services for high need clients.
Management:
- Assists in the supervision and performance of 8-10 program staff as well as the overall functioning of Call Center.
Administrative:
- Maintains a data management system ensuring timely and accurate data collection. Compiles quantitative and qualitative data and uses data to determine status of program activities.
- Serves as the department administrative expert with regards to compliance policies & departmental procedures.
- Monitors inventory of supplies and equipment. Works with Project Coordinator to ensure that necessary supplies are ordered/maintained.
OTHER DUTIES:
- Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, to ensure that exceptional customer service and patient care may be provided.
- Utilizes hospital\'s behavioral standards as the basis for decision making and to support the hospital\'s mission and goals.
- Follow established hospital infection control and safety procedures.
- Perform other duties as needed.
JOB REQUIREMENTS
EDUCATION:
- Level of knowledge equivalent to Master\'s degree in Counseling, or Social Work. Minimum of three years of Call Center experience.
EXPERIENCE:
- Experience in the provision of emergency services strongly preferred.
KNOWLEDGE AND SKILLS:
- Demonstrated clinical, collaborative, team building, and interpersonal skills, experience in the provision of services in a multicultural environment, and proficiency in computer applications and information technology
Req id: 28894
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Job Detail
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Job IdJD4250064
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBoston, MA 02118, United States
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EducationNot mentioned