System Team Lead

1 week ago

Fort Worth, Texas, United States MHMR Tarrant Full time
Job Title: System Team Lead - Call Center

Join MHMR Tarrant as a System Team Lead - Call Center, where you will play a vital role in supporting the call center staff in connecting callers to resources and services. This position requires a friendly, outgoing, and detail-oriented individual with exceptional coaching skills.

Key Responsibilities:
  • Provide supervision and coaching leadership for call center staff to ensure support for staff well-being.
  • Conduct performance management of staff answering calls/texts under supervision of coordinator.
  • Oversight of daily workflow procedures, including referral assignments and discharge processing, to ensure fidelity and standards of quality.
  • Assist System Manager in overseeing the daily operations of the call center.
  • Conduct specialty follow-ups to ensure callers receive appropriate resources, referrals, and/or emergency intervention.
  • Oversight of successful documentation, correction completion, referral assignments, and discharge processing.
  • Coordinate training and development for staff with Coordinator.
  • Monitor live call queue to ensure calls are being answered within required time frames.
  • Generate, review, and submit program reports and data to review by Director or as assigned.
  • Reviews data and generates reports to reflect the work of the call center staff.
  • Works on call to provide supports to staff, including assisting with call coverage and debriefings.
Requirements:
  • Minimum Education: Bachelor's Degree
  • Defined Education: Adaptive Physical Education, Child Development, Child Life, Communication Disorders, Family Studies, Health, Human Development, Psychology, Social Work, Rehabilitative Counseling/Rehabilitation Services, Sociology, Special Education
  • Preferences: Master's Degree; Spanish - Speaking
  • Substitutions: Bachelor's degree with a minimum of 9 hours of semester course credit relevant to early childhood intervention, including 3 hours of semester course credit in early childhood development or early childhood special education OR be registered as an Early Intervention Specialist (EIS) in the State of Texas prior to 09/01/2011 and maintain as verified by supervisor
  • Years' Experience: Four (4) years
  • Defined Experience: Health and Human services field
  • License/Certifications: Qualified Mental Health Professional (QMHP) OR eligible for QMHP certification (based on minimum and defined education above; certification on the job)
  • Special Courses: None
  • Supervisory Experience: None
Agency Requirements:
  • All staff are required to participate in agency Emergency Preparedness and Environmental Safety programs and may be assigned by their department as a key/essential staff level function during critical events or for the purpose of sustaining business continuity.
  • This position may require temporary or permanent re-assignment to any MHMR Tarrant facility as determined by program needs and/or the Division/Director.
  • Assigned work hours may change as the needs of the agency change.
  • The Functional Title of this position may change as the needs of the agency change.
  • All work will be completed within the scheduled work hours. All non-exempt (hourly) employees are expected to clock in and clock out for each work shift, no work should be done off the clock.
  • MHMR reserves the right to change, add to or eliminate positions as it deems appropriate.
  • Employment is at will, as well as agency needs may change.
  • Agency dress code is to be followed at all times.
  • Physical on-site presence, including regular attendance and punctuality, is an essential function of this position. Any changes or adjustments to your assigned work schedule or shift hours must be approved by your supervisor in advance.

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