What are the responsibilities and job description for the Team Lead- MRSS position at Thrive Peer Support LLC?
- Perform the same duties as a Qualified Behavioral Health Specialist (QBHS) on the MRSS line
- Review and analyze encounters for accuracy and compliance with established protocols
- Provide support and guidance to staff on multi-shift schedules, ensuring adequate coverage
- Review and approve timesheets for team members
- Co-lead team meetings to ensure alignment and communication among staff
- Submit and track change requests in the electronic health record as necessary
- Participate in quality improvement initiatives to enhance service delivery and client satisfaction, such as reviewing call recordings, to maintain service standards
- Collaborate with other departments and stakeholders to ensure seamless service delivery
- Stay up to date with MRSS provider updates and publications in the DMS (Document Management System)
- Support mandated reporting practices following state regulations
- Route callers with complaints to leadership
- Act as a co-representative for the Thrive/MRSS Call Center at state and provider meetings
- Assist the director in facilitating training sessions for incoming and existing staff (including interns)
- Conduct Electronic Health Record Testing to optimize the call center agent experience with documentation
- Provide training and ongoing support to staff to maintain high levels of performance
- Support MRSS Call Center operations as needed
- Other duties as assigned
