Access Services Team Leader

1 month ago

Rothschild, Wisconsin, United States Rosecrance Full time

Access Services Team Leader - Concierge Operations

Job Category: Clinical Management

Requisition Number: ACCES05401

Job Overview

Qualifications/Basic Job Requirements:

A Bachelor’s Degree along with a minimum of two years of experience in the treatment of substance use disorders and mental health is essential.

Certification as a CADC or an equivalent advanced licensure is mandatory.

At least two years of proven leadership experience is required.

Experience in healthcare access/scheduling, customer service support, or contact center operations is advantageous.

Demonstrated clinical proficiency in assessments and admissions is expected.

Exceptional customer service and conflict resolution abilities are necessary.

Outstanding verbal and written communication skills are required, with the ability to convey information clearly and professionally, even in stressful situations, while maintaining composure with clients and colleagues.

Proficiency in EHR/EMR/CRM software and Microsoft Office Suite (including Word, Excel, Access, and PowerPoint) is required.

A strong track record of organizational and time management skills, with the ability to meet multiple deadlines, is crucial.

Key Responsibilities:

Work the scheduled hours and any additional hours deemed necessary by leadership, with potential variations in hours to meet organizational needs.

Oversee daily operations of access services to ensure comprehensive diagnostic assessments and medically necessary services for clients during admissions.

Develop, mentor, coach, and supervise a team of Care Navigators, providing orientation, training, regular supervisory meetings, feedback, scheduled evaluations, and disciplinary interventions as necessary.

Provide daily direction, guidance, and communication to frontline team members to ensure timely, efficient, and knowledgeable responses to calls.

Act as the first tier of escalation for Care Navigators by identifying, researching, and assisting team members in resolving customer/patient issues, ensuring the highest level of service.

Conduct clinical reviews of services provided by Care Navigators.

Maintain and protect patient confidentiality in accordance with all relevant regulations, ensuring confidentiality of processed, stored, or accessed information.

Monitor the continuity of assessment and admission services in an ethical, legal, and moral manner within a safe and therapeutic environment, consistent with applicable regulatory and accreditation standards.

Exhibit strong customer service skills that incorporate the core tenets of the organization into daily practices and interactions with all stakeholders.

Demonstrate flexibility, adaptability, and the ability to multitask in a fast-paced environment while managing multiple priorities effectively.

Prepare staff schedules to ensure adequate coverage by optimizing the utilization of all available resources.

Ensure compliance with all access department policies, standards, and key performance indicators (KPIs).

Complete monthly access reports for all locations.

Provide backup for on-call duties as needed.

Exhibit actions and make decisions that align with the organization's Code of Conduct and within the framework of the law.

Commit to staying current on all required licensure and certifications.

Serve as a role model to others and demonstrate excellent stewardship of the organization.

This job description may not encompass all activities, duties, or responsibilities required for this position. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Skills

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Motivations

Education

Experience

Licenses & Certifications

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