General Summary:

The Call Center Director is responsible for the management and development of a behavioral health response center that facilitates and increases client access to essential services. Sheppard Pratt Care Connect is designed to provide a 24/7 single entry point to services across the health system and a network of community behavioral health providers. The director manages a staff of approximately three supervisors who provide direct oversight to eight “care finders” who screen for behavioral health needs (help callers promptly find community providers, navigate services, and schedule appointments including same-day urgent assessments and respond with crisis intervention, as needed),five operators who direct calls as requested from internal and external callers, and eight Discharge Navigators. Director develops the training curriculum, provider resources and telephone protocols for staff; leads the daily operations with a focus on compassionate, supportive client interactions; and evaluates center performance against key metrics. Works with IT to create effective systems to support and improve service navigation and meeting client needs.

Knowledge, Skills, and Abilities Required:

Work requires Bachelor’s degree. Minimum of five (5) years of call center experience. Maryland license as an LCSW-C, LCPC or RN is preferred. Experience working with behavioral health services is preferred. Required skills include: Strong skills in selecting, training, and managing call center staff; Technical expertise and experience with systems; Strong verbal and written communication skills; Experience providing call center crisis intervention and follow up; Experience developing and meeting key metrics for center success; Proven demonstration of mission-focused leadership. Work requires strong interpersonal skills to supervise, train, and motivate staff, the ability to consistently model superior client interactions, and effective presentation skills. Work requires a high level of analytical and organizational skills to coordinate fast-paced call center work environment, help resolve challenging calls/requests, and seek opportunities for improved services to meet center objectives.

Benefits:

At Sheppard Pratt, you will work alongside a multi-disciplined team led by a bold vision to change lives. We offer:

A commitment to professional development, including a comprehensive tuition reimbursement program to support ongoing education and licensure and/or certification preparation Comprehensive medical, dental and vision benefits for benefit eligible positions 403b retirement match Generous paid-time-off for benefit eligible positions Complimentary Employee Assistance Program (EAP) Generous mileage reimbursement program

Pay for this position is determined on a number of factors, including but not limited to, years and level of related experience.