Supervisor of Care Coordination

Customer Service Mt. Laurel, New Jersey


Description

 

Job title: Care Coordinator Supervisor

Classification: Exempt under the Fair Labor Standards Act (FLSA)

Reports to: Vice President, Admissions

Date: 10/11/2019


Summary/objective: summary and overall objectives of the job

Essential functions: essential functions, including how an individual is to perform them and the frequency with which the tasks are performed; the tasks must be part of the job function and truly necessary or required to perform the job.

  • Provide leadership and feedback to care coordinator staff.
  • Assist in the receiving and processing of inbound inquiries from phone, email, and chat.
  • Assist care coordinators with potential patients treatment needs, locating facility and level of care that coincide with patient’s clinical and medical needs.
  • Coordinate with our local facility admissions, clinical, and management staff as needed for patient admissions and general inquiries.

 

  • Monitor and maintain tracking of potential admissions to Pinnacle Treatment Center facilities.
  • Understands patient’s insurance eligibility and benefits.
  • Determine patient’s insurance eligibility and benefits, assessing viable options for treatment within Pinnacle Treatment Centers.
  • Train and coordinate new hires through the education process.
  • Leverage prior experience to improve current process(s).

 

  • Review care coordinators work, providing feedback and coaching when necessary.
  • Works with Pinnacle Treatment Centers to locate available beds and schedule admissions.
  • Coordinates admissions schedules and sets up patients transportations as needed.
  • Work with Call Center Director to coordinate and implement strategies that motivate and incentivize care coordinators.
  • Assist in managing schedules for 24X7 Contact Center.

 

  • Perform quality assurance checks and monitor metrics to assure Contact Center SLAs are met.

 

  • Perform care coordinator responsibilities if needed.

 

  • Other duties as assigned.

Competency—knowledge, skills and abilities.

  • Ability to work cohesively with others while maintaining personal tasks.
  • Ability to adapt and change focus to new tasks or goals.
  • Ability to negotiate or overcome barriers.
  • Attentive documentation skills.
  • Demonstrate excellent interpersonal communication skills.
  • Ability to multi task and prioritize work.
  • Ability to motivate those seeking treatment.
  • Accurate and fast computer skills.
  • Ability to work weekends and evenings.
  • Must be comfortable making outbound marketing calls.
  • Ability to problem solve and create solutions.
  • Lead by example.

Supervisory responsibilities: direct reports, if any, and the level of supervision

Yes, 10-15 Care Coordinators/Intake Schedulers/Admissions Operators

Work environment: the work environment; temperature, noise level, inside or outside, or other factors that will affect the person's working conditions while performing the job.

  • Inside Job
  • Moderate Noise Level

Physical demands: the physical demands of the job, including bending, sitting, lifting and driving.

  • Prolonged periods of sitting
  • No major lifting required

Position type and expected hours of work: Full time. Monday-Friday. Some weekend work and on call availability. No overtime for non-exempt.

Travel: percentage of travel time expected for the position, where the travel occurs, such as locally or in specific countries or states, and whether the travel is overnight.

  • Minimal travel, 1-2 overnight trips per year out of state.

Required education and experience: education and experience based on requirements that are job-related and consistent with business necessity.

  • High school or GED Required.
  • Proficiency in Microsoft Excel and Office

Preferred education and experience: preferred education and experience based on requirements that are job-related and consistent with business necessity.

  • Bachelor’s Degree or related experience.
  • 2 or more years of experience in substance abuse/mental health field.
  • Call Center background.
  • Experience and/or knowledge of the treatment industry.
  • Ability to connect and empathize with patients and families seeking treatment.
  • Experience supervising and providing feedback to employees.
  • Experience using electronic health records (EHR).
  • Experience with Salesforce.
  • Knowledge of call routing telephony platforms.

Additional eligibility qualifications: additional requirements such as certifications, industry-specific experience and the experience working with certain equipment.

  • Ability to work cohesively with others while maintaining personal tasks.
  • Ability to adapt and change focus to new tasks or goals.
  • Ability to negotiate or overcome barriers.
  • Attentive documentation skills.
  • Demonstrate excellent interpersonal communication skills.
  • Ability to multi task and prioritize work.
  • Ability to motivate those seeking treatment.
  • Accurate and fast computer skills.
  • Ability to work weekends and evenings.
  • Must be comfortable making outbound marketing calls.
  • Ability to problem solve and create solutions.
  • Lead by example.

Disclaimer

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

 

I have received, reviewed and fully understand the above job description. I further understand that I am responsible for the satisfactory execution of the essential functions described therein with or without reasonable accommodation. I understand that my job duties and responsibilities may change on a temporary or regular basis according to the needs of my location or department and if so I will be required to perform such additional duties and responsibilities.

 

Employee Name: ________________________________________ Date_____________

Employee Signature: _____________________________________

 

Supervisor Name: ________________________________________ Date_____________

Supervisor Signature: _____________________________________

We are an Equal Opportunity Employer with a commitment to diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.