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Manager, Clinical Care, Federal Customer Contact Center

3 months ago

Frisco, United States Magellan Health Full time

This Military OneSource position is contingent on a contract award.

Responsible for the management, direct supervision and coordination of clinical and/or nonclinical management staff, including triage, non-medical counseling, utilization management and intensive care management staff, providing expertise in designated programs.

  • Supervises and mentors a team of call center agents to achieve performance goals at both the team and individual levels.
  • Provides guidance and support through coaching and constructive communication to ensure high quality service and customer satisfaction.
  • Ensures operational performance goals are met by monitoring team activities, taking corrective actions as needed, and taking disciplinary measures when necessary to maintain high standards of service.
  • Conducts recruitment, interviewing, and selection of properly qualified staff members and ensures appropriate orientation is provided.
  • Regularly monitors the performance of staff to ensure adherence to efficiency and quality goals for all staff including case documentation quality, case volume, case closure rates, average handle time and other metrics.
  • Supervises staff through quality control audit processes and coordinates quality improvement activities.
  • Assists management in the development of strategic/operational goals, plans and all training needs.
  • Analyzes specific utilization problems, plans and implements solutions that influence service delivery.
  • Provides initial orientation and ongoing training to staff.
  • All other duties as assigned.


Other Job Requirements

Responsibilities
10+ years total experience post bachelor's degree.

5+ years post master's degree experience in behavioral health.

2+ years supervisory experience of behavioral health disciplines

One or more of the following current, active licenses are required: LCSW, LMFT, LPCC, LPC.

Thorough knowledge of mental health community resources and providers.

Thorough knowledge of healthcare services in physical health, behavioral health or other specialty Considerable skill in interpreting clinical treatment information and making appropriate referral and triage decisions.

Must meet Magellan's credentialing criteria for, Master's level provider.

General Job Information

Title
Manager, Clinical Care, Federal Customer Contact Center

Grade
28

Work Experience - Required
Clinical, Supervisory

Work Experience - Preferred

Education - Required
Master's - Behavioral Health

Education - Preferred

License and Certifications - Required
Current licensure required for this position that meets State, Commonwealth or customer-specific requirements - Care Mgmt, LCSW - Licensed Clinical Social Worker - Care Mgmt, LMFT - Licensed Marital and Family Therapist - Care Mgmt, LPCC - Licensed Professional Clinical Counselor - Care Mgmt, LPC - Licensed Professional Counselor - Care Mgmt

License and Certifications - Preferred

Salary Range

Salary Minimum:
$83,890
Salary Maximum:
$142,610

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.