Call Center Coordinator - Affiliated Sante Group

Do you have crisis intervention experience? Come join our compassionate and experienced Mobile Response Team as part of the Greater Baltimore Regional Integrated Crisis System (GBRICS) expansion!

Competitive salary, up to $57k per year, based on experience and licensure!

Who We Are:

Santé is a dynamic and leading community-based behavioral health services organization. Our job is to offer rapid response and compassionate care to individuals or groups through comprehensive mental health services. Our track record of innovation and growth reflects our ability to deliver diverse and highly individualized services. We have a passion for providing empathetic and potentially life-saving care to help individuals heal, recover, and thrive.

Sante is seeking a FT Call Center Coordinator provides oversight of daily OPS/GBRICS functions in coordination with the Deputy Director and Call Center Manager. The OPS/GBRICS Call Center Coordinator will work with management and ensure guidance and administrative oversight for call center employees.

What You’ll Do:

• Develops, approves, and monitors Call Center work schedules and ensures all shifts are covered 24/365
• Will supervise and train lead phone counselor positions in the call center
• Able to fill phone counselor shifts if needed
• Responsible for on call availability regarding scheduling/administrative concerns
• Administrative supervision of call center staff ensuring all requirements are met by staff
• Will be responsible for reviewing call center cases and ensuring accurate documentation and follow up
• Ensures accurate, thorough, and timely documentation of all calls
• Responsible for interviewing all call center staff and assisting with the onboarding process once hired
• Serves as a liaison between management and call center staff and employees
• Ensures open communication on all matters related to GBRICS policies, procedures, and any updates
• Regular meetings with lead phone counselors(s) to identify any current issues, concerns, or implementation of new policies/procedures
• Responsible for ongoing communication with GBRICS managers (the Call Center Manager and the MRT Director)
• Identifies any cross-program concerns between GBRICS Call Center and MRT and works with the management team to develop increased communication or program improvements.
• Checks work e-mail according to agency protocol
• Participates in and completes all required training
• Knowledge and familiarity with community resources, both behavioral health and non-behavioral health
• Active participation in the ongoing development of the program database
• Ensures staff can complete an environmental risk and safety assessment and relays all information to MCT/MRT/patrol when necessary
• Ensure all tasks related to each case are completed during each shift worked
• Recognizes need for consultation with available supervisor
• Abide by all federal, state, and local confidentiality and reporting regulations
• Comply with all of programs contractual and operational guidelines as outlined by your manager
• Participates in community and company boards and committees, as needed
• Advise Clinical Management of needed updates to procedures, policies, and documentation
• Other duties as assigned

What You’ll Get:

• Up to $55,000-$57,000 annual salary
• Opportunities for career growth, training and development, flexible work schedules and shifts.
• Financial assistance for licensure fees.
• Smart, passionate, and engaged coworkers.

What We Require:

• Master’s Degree in Counseling, Social Work, or a related field of study preferred.
• Must have a bachelor's degree in Counseling, Social Work, or a related field of study.
• Previous crisis and call center experience required.

We understand that no candidate is perfectly qualified for any job, and we believe that diversity of background and experience makes for better problem-solving and collaboration, which is why we are dedicated to adding new perspectives to the team. Even more important than your resume is a positive attitude, a passion for making an impact, a personal desire to grow, and the ability to help individuals heal, recover, and thrive.

Disclaimers:

The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusivity. To achieve this success, it is essential that all members of our organization feel secure, welcomed, and respected. All members of our organization have a responsibility to uphold these values.

The Santé Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. The Santé Group participates in E-Verify. http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

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