Supv Clinical Svcs in Chesapeake, VA at Beacon Health Options

Date Posted: 12/1/2019

Job Snapshot

Job Description

ABOUT THE POSITION

We are currently seeking a dynamic Supervisor, Clinical Services to join our team at our office in Chesapeake, VA.  The Supervisor, Clinical Services will provide leadership and direction to effectively translate the requirements of the contract into the successful service delivery. The Supervisor, Clinical Services will ensure that services, including resources, referrals and consultations on various Non-Medical Counseling (NMC)/Employee Assistance Program (EAP) and work/life issues, to military service members and their families are provided in a courteous, timely and professional manner. The Supervisor, Clinical Services will maintain the highest degree of sensitivity, compassion, and respect for service members and their families.to ensure that ValueOptions Federal Services remains free of any political bias and will ensure consistency of service regardless of installation, location or any other factor.

Position Responsibilities:

  • Oversee Military OneSource triage consultant team according to program guidelines, monitor their day-to-day-operational activities and ensure that program protocols are followed. Meet bi-weekly, on an individual basis (via Zoom or Skype video if TCs are remote), with each triage consultant to review performance and to complete the individual supervision form in accordance with internal procedures. Conduct meetings with the entire triage consultant team to discuss company initiatives and changes, policies, procedures, and general job responsibilities and duties.

  • Provide efficient and effective supervisory consultation for triage consultants on non-medical counseling cases to ensure military service members and their families receive appropriate referrals to counseling provider. Provide supervisory consultation on crisis calls, mandated reporting, and duty to warn cases to include ensuring the immediate safety of the caller, minimizing risk factors, conducting safety planning, ensuring appropriate reporting has been completed, ensuring follow-up occurs per Military OneSource protocols, and supervising/completing all required case documentation.

  • Monitor the activities of the triage consultant team in accordance with all productivity/activity and performance metrics to make sure standards are met at the individual and team level. Monitor and track employee attendance, the call out phone line, and individual break and lunch time to ensure appropriate call queue coverage.

  • Review assigned triage consultant team’s productivity/activity reports and provide on-going feedback to triage consultant staff to meet company standards and contractual obligations.

  • Monitor service levels and the call queue daily and attend to triage consultant activities that may need to be adjusted to enhance any immediate service level concerns. Notify triage consultants, call center managers and/or directors if concerns arise that may impact the ability to meet service level metrics.

  • Direct Military OneSource triage consultants in coordinating activities in all assigned area of responsibility, including but not limited to appropriate call handling, customer service and engagement, and the delivery of appropriate referrals and resources to meet the needs of the caller.

  • Ensure efficient and effective communication and collaboration across sites at all levels of the organization.

  • Work with assigned clinical quality auditor to address any triage consultant customer service, audit, or service delivery concerns. Hold routine meetings with the team’s quality auditor.

  • Work to ensure customer satisfaction, complaint resolution, and customer recovery by speaking directly with callers who have escalated concerns, including program participants and network providers.

  • Work with the Human Resources department in order to maintain the team’s compliance with company personnel policies, including completing annual performance reviews, 90- day evaluations, and any other necessary personnel documentation.

  • Work with management and senior leadership to identify and recommend innovative ways to provide and improve programs and services for military families.

  • May be called on to perform other duties and other responsibilities related to the engagement center activities in order to maintain critical processes and programs under the direction of existing policies and procedures.

Position Requirements:

Education: Master’s Degree in Social Work, Counseling or Psychology, Marriage and Family Therapy or other mental health care field.

Licensures: Independent practice clinical license as a social worker, marriage and family therapist, counselor or psychologist

Relevant Work Experience:

Three (3) years of experience as a supervisor. Ability to express ideas and communicate effectively, both orally and in writing. Experienced in supervising employees. Experience in 24/7 environment preferred. Minimum of three (3) years related, post graduate work experience.  Diverse experience in counseling, social work on mental health services. Behavioral health experience preferred.  Knowledge of mandated procedures for child or elder abuse situations. Knowledge and experience in core service areas of child development, parenting, adoption, education and service for older adults.  Military spouse or family member or experience in military community highly desirable.  Excellent customer service,

This contract requires U.S. Citizenship

Knowledge, Skills & Abilities:

  • Microsoft Office 2007-2010/windows 2008-2010

  • Leadership management experience is a must

  • Excellent written and verbal communication skills

  • Analytical and problem solving ability

  • Group presentation and public speaking skills

ValueOptions Federal Services, Inc, a Beacon Health Options company, is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled

At Beacon Health Options, our candidate's data privacy is a top priority. Our recruiting team conducts all communications using official company email (@BeaconHealthOptions.com). Only candidates who have applied for an open position through our Careers page (careers.beaconhealthoptions.com) will be engaged in our interview process. Beacon conducts all interviews in person or over the phone. At no time during the recruiting process will any Beacon recruiter request any financial or personally identifiable information from you.

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