What are the responsibilities and job description for the CALL CENTER DIRECTOR position at Sheppard Pratt?
General Summary :
- The Call Center Director is responsible for the management and development of a behavioral health response center that facilitates and increases client access to essential services.
- Sheppard Pratt Care Connect is designed to provide a 24 / 7 single entry point to services across the health system and a network of community behavioral health providers.
- The director manages a staff of approximately three supervisors who provide direct oversight to eight care finders who screen for behavioral health needs (help callers promptly find community providers, navigate services, and schedule appointments including same-day urgent assessments and respond with crisis intervention, as needed),five operators who direct calls as requested from internal and external callers, and eight Discharge Navigators.
- Director develops the training curriculum, provider resources and telephone protocols for staff; leads the daily operations with a focus on compassionate, supportive client interactions; and evaluates center performance against key metrics.
- Works with IT to create effective systems to support and improve service navigation and meeting client needs.
Knowledge, Skills, and Abilities Required :
Strong skills in selecting, training, and managing call center staff;
Benefits :
At Sheppard Pratt, you will work alongside a multi-disciplined team led by a bold vision to change lives. We offer :
Pay for this position is determined on a number of factors, including but not limited to, years and level of related experience.
