What are the responsibilities and job description for the Clinical Manager position at Behavioral Health Response?
Position Summary:
Directly supervises the Lead Team to ensure monthly service targets are met. Manages the Lead Team to ensure compliance with policies, procedures, and customer requirements, the Clinical Manager will act as a skilled motivator to lead the team in the implementation, servicing, and maintenance of accounts. Full details of Clinical Manager functions are described below.
Essential Functions:
Supervision
Directly supervises the Lead Team to ensure monthly service targets are met. Manages the Lead Team to ensure compliance with policies, procedures, and customer requirements, the Clinical Manager will act as a skilled motivator to lead the team in the implementation, servicing, and maintenance of accounts. Full details of Clinical Manager functions are described below.
Essential Functions:
Supervision
- Provides and documents performance feedback to all Lead staff through side-by-side coaching, quarterly performance reviews, goal setting, and deficiency management.
- Provides regular clinical supervision to all supervised staff.
- Participate in Clinical Consultant On-Call Calendar Rotation.
- Communicates call center activities and plans to the team by conducting regular team meetings.
- Provide protocol support, live call assistance, and case consultation to Contact Center staff as needed.
- Supports and communicates business goals, quality standards, processes, procedures, and policies.
- Advise the appropriate parties on all clinical, programmatic, and operational matters.
- Identifies areas for new business opportunities and program development.
Quality Assurance
- Trains, supervises, and provides coaching/support to Lead staff.
- Monitors calls and reviews database cases to ensure quality standards and team benchmarks are consistently achieved.
- Responsible for ensuring that all new clinical staff receive appropriate training, demonstrate competency in necessary skills, and provide and document training period performance feedback.
Workforce Management
- Manages Lead staff schedules, attendance, paid time off, etc. by effectively using scheduling software and payroll software.
- Interviews and hires all Clinical Service Team members upon approval of the Associate Director of Clinical Services.
Other Functions (up to 5%)
- Supervises practicum/intern students as needed.
- Performs other job-related duties as assigned by the associate director (e.g., administrative tasks, attending or facilitating additional meetings/training, additional quality reviews, etc.)
Required Education and Experience:
- Master’s degree in social work, Psychology or Counseling or Mental Health related field (licensure preferred).
- Minimum of 1 year experience as a supervisor or one year of counseling experience with demonstrated leadership skills.
- At least six (6) months at BHR.
- Extensive knowledge of call center protocol and procedures, the Crisis Intervention Model, and the DSM.
- Strong leadership and communication skills are required including excellent customer service skills.
- Excellent clinical assessment skills and sound clinical judgment.
- Strong verbal, written, and interpersonal skills.
- Managers are expected to work one weekend shift, weekly, unless otherwise excused by the manager.
Required Skills:
- Understand and promote an environment of diversity, inclusion, equity and belonging.
- Strong verbal, written, and interpersonal skills.
- Ability to effectively communicate with all staff.
- Ability to multitask and prioritize important tasks.
- Ability to effectively relay and align with BHR messaging.
- Are comfortable with ambiguity and change.
- Understand how to collaborate and communicate with a variety of different people and roles.
- Demonstrates proficiency in work habits and time management skills.
- Meets contact center attendance and punctuality standards.
- Performs high-quality clinical assessments with excellent customer service skills.
- Documentation is written proficiently and professionally.
- Must work well as part of a team and autonomously.
- Must be flexible with work hours and special requests from directors.
- Committed to ongoing professional and educational development. Participates in individual and group supervision, BHR training, seminars, functions, and events.
At BHR, we believe that every team member has an integral role in the lifesaving treatment we provide. We are a trauma informed agency, and we hire people who are passionate about our mission and are committed to improving the lives of those we serve through our trauma informed models of practice.
Behavioral Health Response is an equal opportunity employer and considers applicants without regard to race, color, national origin, ancestry, religion, creed, age, disability, sex or sexual orientation, gender identity or expression, genetic information, veteran status, marital status, national origin, or any other legally protected status.
