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Pine Rest Christian Mental Health Services · 1 day ago

Contact Center Manager - Administrative Role - Full Time/First Shift

Grand Rapids, MI

Full-time

Onsite

Senior Level

5+ years exp

Pine Rest Christian Mental Health Services is a leading non-profit behavioral health system dedicated to providing expert care for mental health and substance use disorders. The Contact Center Manager will oversee the daily operations of the Contact Center, ensuring a seamless intake process and maintaining high-quality care standards while managing a team and coordinating with various stakeholders.

Health CareHospitalMental HealthNon ProfitNursing and Residential CareRehabilitation

H1B Sponsor Likely

Responsibilities

Professionally and calmly handles crisis calls to determine appropriate next steps in the assessment process

Reviews/monitors/collects program data, providing evaluation to enhance data

Responsible for the day-to-day operations of patient flow, including intake, triage, assessment, admission, and placement of patients through the healthcare system

Engages and provides direction to all team members within the span of control, including, but not limited to, training and process improvement activities

Build and maintain a solid team dynamic through leader engagement and communication

Maintain supportive communications with team members and key stakeholders through regularly scheduled meetings, participation in multi-disciplinary meetings, and sharing outcomes with all team members when appropriate

Leads daily concerns and assesses for process improvement to provide optimal outcomes and resolutions of opportunities as they arise

Oversee financial process of department including payroll, invoicing, contract renewals and other process that impact P&L

Practice stewardship when developing and adhering to departmental budgets. Holds assigned staff accountable for the actualization of strategies, plans, and budgets

Provide exceptional customer support by promptly addressing concerns of customers and providers

Act as liaison between Pine Rest Administration, ORS and PR Foundation and Grant departments, as well as other departments as needed

Participate in quality review and quality improvement initiatives; implement improvements for future programs

Assist with processes development for each program, drawing on existing best practices

Provide assistance to other areas of Pine Rest, as assigned

Leads department customer service initiatives

Utilizes department/operating unit structure to achieve goals and strategies, making changes when necessary for better efficiency and to further develop core competencies of the clinic. Ensures that staff members training is kept current

Responsibility for budgeting, financial results and contract management for scope of assigned programs

Qualification

Healthcare operations experienceLeadership in behavioral healthPublic speakingCrisis managementTeam communicationCustomer serviceBudget management

Required

Bachelor's degree in related field is required

A minimum of 5 years of operations experience within the healthcare industry required

Experience in community/public health or behavioral health in a leadership capacity required

Experience in public speaking

Preferred

Master's Degree is preferred

Company

Pine Rest Christian Mental Health Services

Glassdoor3.3

Pine Rest offers a full continuum of behavioral health services and is the second largest non-profit behavioral health system in the United States.

Founded in 1910

Grand Rapids, Michigan, USA

1001-5000 employees

https://www.pinerest.org/

H1B Sponsorship

Pine Rest Christian Mental Health Services has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (3)