Service Delivery Operations Team Supervisor

Description

Service Delivery Operations Team Supervisor | Full- Time, Remote

About Us!

Kooth is a fast-growing organization with a social purpose. After 20 years of successful services in the UK, we are rapidly expanding in the United States!

OUR MISSION: To provide welcoming and effective digital mental health support to students proactively.

Using the collective insight from nearly 1 million hours of professional intervention, we guide students to three areas of evidenced-based support: self-guided, community/peer interactions, and chat-based counseling provided by licensed Counselors. These areas of assistance are designed to match each individual student’s current needs, wants and goals as well as identify and refer to a higher level of care when needed.

The Service Delivery Operations Team Supervisor will be responsible for providing line management of Kooth’s online team of Peer Specialist Coaches who deliver our services to our users. You will create a positive working environment for your team by empowering, energizing and holding them accountable in order for them to deliver a high quality, safe service.

If you are seeking a fun, professional culture, in a fast-growing company, look no further - Apply today!

Primary Job Responsibilities:

Management & Leadership

• Provide management, support, and development to a diverse team of coaches and behavioral health professionals.
• Establish and deliver 1-2-1’s and team business meetings on a regular basis. 
• Foster a collaborative and supportive team environment that promotes professional growth and development. 
• Engage team members to provide a continually improving and innovative service to our users. 
• Manage HR related actions within your team and support the wider department, where needed, with support from your line manager and the HR Team.
• Ensure compliance with Kooth policies and procedures, while making sure relevant risks are flagged and mitigated. 
• Work in coproduction with the Clinical Team to ensure clinical excellence and safe practice. 

 Analytics, Reporting, and Insights

• Use performance data and key performance indicators to support team members in delivering high quality interventions for our service users. 
• Collect, analyze, and interpret data relevant to service delivery, outcomes, and team performance.
• Prepare regular reports for management and key stakeholders. 
• Monitor and evaluate the quality control and effectiveness of coaching and behavioral health services provided by the team.
• Ensure adherence to company protocols, evidence-based practices, and ethical guidelines. 
• Set performance expectations, provide regular feedback, and conduct performance evaluations for team members. 

Service Developments

• Review service level data, trends, and metrics to identify areas for improvement and make recommendations for service enhancements.
• Create reports on team level performance, identifying trends driving operational improvements where and when needed. 
• Stay informed about the latest research, best practices, and technological advancements in digital behavioral health services.
• Contribute to the development and enhancement of company policies, procedures, and service delivery models where relevant. 

Qualifications

Education and Experience Requirements:

• Bachelor's degree in a related field, though not limited to a clinical background, or equivalent relevant experience. 
• Proposed schedule: Monday to Friday, 11:00 AM to 7:30 PM EST, with the ability to flex as needed.
• Minimum 3 years of experience in a supervisory role, preferably in a behavioral health setting.
• Excellent management skills with the ability to motivate and inspire a large team of providers.
• Familiarity with regulatory and compliance requirements in the digital health industry, including HIPAA and privacy standards.
• Exceptional communication and interpersonal skills with the ability to collaborate effectively across departments and levels of the organization.
• Strong organizational and time management abilities with attention to detail and the ability to handle multiple priorities.

Compensation: $60,000-80,000 based on experience.

Here are some of the exciting benefits you will receive as a team member at Kooth:

• Excellent Medical, Dental and Vision benefits
• Prescription drug coverage
• Generous paid time off
• 8 paid holidays plus two, half-day holidays (Christmas Eve and New Years Eve)
• 401(k) retirement plan

Kooth provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law.

Salary : $60,000 - $80,000