Senior Director

PURPOSE:

The Jewish Board's Community Behavioral Health treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally competent, person centered approach to help individuals and their families develop skills and resources to improve overall functioning, to instill hope, and to strengthen resiliency. Our programs work closely with community partners to address health disparities in our neighborhoods while also celebrating the strengths and resilience of our communities.

POSITION OVERVIEW:

The Senior Director of CRU (Clinic Reception Unit) is a member of the Business Operations leadership team in the Community Behavioral Division. The senior director is primarily responsible for overseeing all CRU functional areas including the Call Center, the Virtual Clinic and Central Scheduling in the Community Behavioral Health Division. This leader is a systems thinker that will balance big-picture vision with hands-on engagement in the details to address critical operation issues. This leader ensures that clients have reliable and timely access to care by managing centralized scheduling, call center services and the virtual clinic. A critical component of this role involves developing innovative, data-driven solutions to complex operational problems and leading the implementation of these solutions in a very hands-on way to drive sustained improvement and growth of CRU's three functional areas. The emphasis of this position is on standardizing procedures, continuously improving operational processes, and using data-driven strategies to address everyday challenges and support the Community Behavioral Health Division's objectives for CRU.

KEY ESSENTIAL FUNCTIONS:

Operational Management & Improvement

• Oversee all day-to-day operations of the call center, central scheduling and the virtual clinic, consistently improving service delivery and operational efficiency.
• Provide direct supervision of all CRU staff (onshore and offshore), supporting their development through regular feedback, coaching and team meetings.
• Implement and refine centralized pathways for clients, including effective management of all CRU operations.
• Support expansion and improvement of administrative and scheduling processes to ensure clients receive timely and seamless access to services.
• Devise ways to optimize procedures that employees are expected to follow during and between calls.
• Foster a service-oriented team culture focused on professionalism, accountability and employee engagement.
• Work collaboratively with clinical leadership to ensure operational goals align with productivity and client experience targets.
• Prepare periodic progress and status reports, and employee performance evaluations.
• Actively manage incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls.
• Actively manage all virtual clinic activity to optimize psych appointment scheduling and excellent client experience.
• Increase productivity of client engagement specialists (coach, hold accountable and recognize/reward on KPIs).
• Help create and maintain a positive CRU culture.
• Assist in developing and implementing future CRU vision and strategy.
• Reviews trends for phone volume, staffing levels, scheduling and customer satisfaction to determine where process improvements may be made.
• Continuously monitor call center dashboard and assign calls and agents as needed to maintain flow.
• Review quality performance measurements and provide input for coaching performance/action plans as applicable.
• Ensures that all complaints are resolved in a timely manner.
• Other duties as assigned.

Data & Performance Monitoring

• Track and report on key operational metrics such as the number of appointments scheduled/kept, kept rates, days between assignment and scheduling, call volume, service level, CRU staff productivity.
• Utilize data insights to identify areas for improvement and implement changes to streamline daily processes.

Personnel:

• Responsible for ensuring appropriate staffing to support call volume, virtual clinic and scheduling needs, including monitoring staff attendance and vacation scheduling.
• Timely completion of performance appraisals and appropriately addressing performance concerns
• Conducting or participating in staff training or coaching.

Administrative Functions and Program Operations:

• As part of the Business Operations leadership team, the Senior Director will collaborate with clinics, One Call and CCBHC leadership to ensure CRU operations are conducted efficiently; that CRU remains in compliance with relevant regulatory entities and is fiscally viable.
• Facilitate team meetings and other meetings as assigned
• Participate in Clinic and CCBHC meetings as needed to ensure integrated services throughout CBH.
• Participate in quality improvement and assurance activities, including completion of surveys and evaluations.
• Liaise and collaborate with the Clinic Directors, One Call on a regular basis, and other departments needed.

CORE COMPETENCIES for the position include:

• Must be a self-starter.
• Demonstrated ability as a hands-on leader who works just as well in the weeds as on the big picture.
• Ability to work in a fast-paced environment, with competing priorities and responsibilities.
• Highly organized to keep track of extensive operational details.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Extensive knowledge and experience in a customer service role involving call center and central scheduling activities in the healthcare field.
• Experience managing supervisors and staff.
• Knowledge of call center performance evaluation procedure.
• Pleasant, friendly attitude, with an ability to adapt to change.
• Desire for personal/professional growth and development.
• Superior problem-solving skills.

EDUCATIONAL / EXPERIENCE REQUIRED (List all that is required to achieve this position):

• Bachelor's degree in related field.
• Minimum 5 years' experience in a customer service leadership role in a healthcare environment.

COMPUTER SKILLS REQUIRED (List the computer skills needed):

• Experience working with electronic medical records and advanced Microsoft Office skills.
• Experience working with call center technology.

VIVISUAL AND MANUAL DEXIERITY:

• The candidate should be able to read documents for analytical purposes such as computer information, software, computer graphic design programs, etc.
• Limited applications of manual dexterity and hand-eye coordination.

WORK ENVIRONMENT / PHYSICAL EFFORT:

• Hybrid work setting. Position entails a combination of in person and remote work.
• Travel required between program locations and other Jewish Board sites.

We are an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable federal, state, or local law.