Contact Center Manager - Administrative Role - Full Time/First Shift

Cost Center 151 Contact Center Scheduled Weekly Hours 40 Work Shift First Shift (United States of America) Shift & Status Who Are We? We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are much more than just the third largest non-profit behavioral health system in the country, our 220-acre main campus, and our network of clinical sites across Michigan. We are a tight-knit community of healers who witness the impact of our life-changing work each day. Each day, we are closing the gaps in access to care. We are innovating through leading-edge research, testing, programs, and treatment modalities that others replicate across the country. Our services include a state-of-the-art psychiatric urgent care center and a soon-to-be-built pediatric behavioral health center, outpatient, inpatient, partial hospitalization (day programs), assessment and testing, residential, addiction treatment and specialty services such as crisis response, employee assistance programs, forensic psychiatry and psychology, and neuromodulation. On-the-job educational programs for nurses, psychologists, advanced practice providers, psychiatrists, and chaplains are equipping the next generation of care providers. We are passionate about serving and are honored to be a part of this incredible work. What Will you Do? As a Contact Center Manager at Pine Rest, you’ll be part of tight-knit team that believes in the healing power of your expertise and compassion. You’ll manage the day-to-day operations of our Contact Center within Hospital & Acute Services. The CCM oversees and coordinates all patient admissions and works directly with the Director of Patient Access, hospitals, community partners, families, and other referral sources to ensure a seamless intake and disposition process. The CCM is also responsible for upholding the highest quality care, keeping with all standards and bylaws set by government agencies as well as Pine Rest. May provide initial interface and assistance in dealing with primary customers. The CCM must demonstrate excellent customer service and have enthusiasm about the program and the Pine Rest organization. This position will manage all aspects of assigned programs as well as implementation of new services. Principal Duties and Responsibilities: Professionally and calmly handles crisis calls to determine appropriate next steps in the assessment process. Reviews/monitors/collects program data, providing evaluation to enhance data. Responsible for the day-to-day operations of patient flow, including intake, triage, assessment, admission, and placement of patients through the healthcare system. Engages and provides direction to all team members within the span of control, including, but not limited to, training and process improvement activities. Build and maintain a solid team dynamic through leader engagement and communication. Maintain supportive communications with team members and key stakeholders through regularly scheduled meetings, participation in multi-disciplinary meetings, and sharing outcomes with all team members when appropriate. Leads daily concerns and assesses for process improvement to provide optimal outcomes and resolutions of opportunities as they arise. Oversee financial process of department including payroll, invoicing, contract renewals and other process that impact P&L. Practice stewardship when developing and adhering to departmental budgets. Holds assigned staff accountable for the actualization of strategies, plans, and budgets. Provide exceptional customer support by promptly addressing concerns of customers and providers. Act as liaison between Pine Rest Administration, ORS and PR Foundation and Grant departments, as well as other departments as needed. Participate in quality review and quality improvement initiatives; implement improvements for future programs. Assist with processes development for each program, drawing on existing best practices. Provide assistance to other areas of Pine Rest, as assigned. Leads department customer service initiatives. Utilizes department/operating unit structure to achieve goals and strategies, making changes when necessary for better efficiency and to further develop core competencies of the clinic. Ensures that staff members training is kept current. Responsibility for budgeting, financial results and contract management for scope of assigned programs. Supervisory Responsibilities: Manages the Contact Center Administrative Intake Support Specialists, Assessment and Referral Clinicians, and Unit Coordinator, as well as other roles within the department as needed. What Does the Role Require? Education/Experience: Bachelor’s degree in related field is required, Master’s Degree is preferred. A minimum of 5 years of operations experience within the healthcare industry required. Experience in community/public health or behavioral health in a leadership capacity required. For Manager of Homeless Services must have experience working with those experiencing homelessness as well as community partners/resources. Experience in public speaking. Notice: Pine Rest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All new employees are subject to a criminal background check and education verification which may include sending a copy of your high school diploma, GED, or college transcripts. NOTICE: Successful completion of a drug screen prior to employment is also part of our background process. Evidence-Based Hiring At Pine Rest, we believe in nurturing our employees as holistic beings, understanding their unique strengths and potential to contribute to our team. Our commitment to evidence-based hiring practices ensures an equitable process and that we find the right fit for both our candidates and our organization. Why Assessments Matter As part of our comprehensive hiring process, we invite candidates to complete a series of assessments designed to provide valuable insights into their work preferences, personality traits, and cognitive abilities. These assessments are not just a crucial step in our screening process but also an opportunity for candidates to gain a deeper understanding of themselves. Our Assessments Personality Traits: 120 questions, approximately 20 minutes Career Interests: 90 questions, approximately 15 minutes Thinking Skills: 39 questions, approximately 20 minutes These assessments help us create a holistic profile of our candidates, allowing us to match their unique qualities with the right roles within our organization. This approach not only benefits us but also empowers candidates with self-knowledge that can be pivotal in their career journeys. The Benefit to You We value the time and effort you invest in completing these assessments. In return, you will receive: Personalized JOFI Job Fit Summary: Gain insights into how your strengths align with potential roles at Pine Rest. Exclusive Access to CareerNavigation.org: Use this resource to plan and navigate your career development now and in the future. Our assessments are designed to be user-friendly and can be completed on a computer, tablet, or mobile phone at your convenience. If access to technology is an issue, we invite you to visit our Human Resources department to complete the assessments. Committed to Your Success At Pine Rest, we are committed to creating a supportive and fulfilling work environment. Our evidence-based hiring practices reflect our dedication to finding and nurturing the best talent. Join us and discover how we can grow together! Apply Today Experience a hiring process that cares about you as a whole person! Apply today and take the first step towards a rewarding career with Pine Rest.