The Job/What You'll Do:

Responsible for the overall management and direction, to include daily operations, clinical performance, and oversight, of the Contact Center. Focus on monitoring key performance indicators, provision of quality, clinical services, and compliance per industry standards, contractual scope of work, evidenced based treatment, and/or regulatory entities. Acts as the point of contact for region specific community providers and funders. Promotes and maintains an organizational culture that is focused on Solari's core values.

Responsibilities:

• Utilizes business intelligence data to aid in program evaluation and decision making toward clinical and operational outcomes; monitors quality and compliance key performance indicators including but not limited to quality audits, clinical outcomes and training, risk assessments, compliance investigations, cultural competency requirements, data validation outcomes, and encounters; implements action toward performance improvement in collaboration with the Senior Director, CCOCS.
• Monitors standards of practice as well as contact centers key performance indicators to ensure compliance to contractual scope of work; implements performance improvement plans when necessary.
• Responsible for clinical oversight and/or clinical requirements per regulatory entities, accreditation bodies, and/or contractual scope of work; delegates to Clinical Supervisors as needed.
• Responsible for service operations management in the crisis center to include contact center operations and dispatch services and the development and maintenance of the Contact Center Operations policies and procedures
• Develops and implements quality internal mechanisms as outlined in the Quality Management plan or performance improvement plans; this includes but is not limited to participation on quality improvement committees and facilitation of quality improvement
• projects: evaluates outcomes and implements strategies to achieve performance as needed.
• Researches and stays current on evidence-based treatment and healthcare industry standards; promotes and implements new clinical practices that enhance service delivery, employee success and/or customer/member satisfaction.
• Implements new business initiatives in partnership with executive leadership team and external stakeholders.
• Ensures appropriate staffing numbers and is actively engaged in the management of employee performance; this includes, monitoring of aggregate and individual performance, implementing workforce development strategies, and removing barriers to employee success.
• Responsible for effectiveness of business continuity practices in collaboration with Technology Support and Business Intelligence; revises business continuity plan as needed in accordance with industry standards and technological advances
• Maintains collaborative business partnerships with funders and stakeholders; attends community, stakeholder, and system partner events.
• Participates in on call rotation for 24/7/365 contact center as needed
• Other duties as assigned

Knowledge, Skills, Abilities:

• Demonstrates critical thinking skills and effective decision making within the context of the organization's culture
• Uses appropriate methods and a flexible interpersonal style to help build a successful, cohesive team
• Demonstrates clear/concise/logical verbal and written business communication for execution of vision and strategic initiatives
• Plans effectively; establishes courses of action for self and others to ensure work is completed efficiently
• Maintains effectiveness when experiencing major changes in work tasks or environment; adjusts effectively to new processes
• Builds and maintains collaborative relationships that facilitate the accomplishment of goals
• Technical, industry specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice
• Demonstrates leadership traits; inspires others to attain results; Assures the outcomes for self and direct/indirect reports as expected and planned
• Provides timely guidance and feedback to others; results in task accomplishment; Effective at leading organizational change.
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

• 10 years of experience in Contact Center preferable in behavioral health or healthcare industry, required
• 6+ years of leadership direct supervision of others in a 24/7/365 operation field, required
• Licensed Behavioral Health Certification, required
• Masters Degree in Behavioral Health or related field, Required