<p>When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives.Job Description:Sign on bonus up to $5000 (pro-rated for part time)The ES Call Center Evening Manager is responsible for coordinating operational activities and optimal functioning of the Emergency Services Division Call Center including oversight and monitoring of the program's protocols. Oversees call center staff that telephonically respond to clients, families, providers, and stakeholders who are requesting ESP services or information. Provides supervision, training, guidance, and oversight to assigned staff. Monitors that staff are following approved protocols and procedures and ensures they are responding to callers appropriately and linking them with support, services, information (when applicable), and referrals to community resources.Responsibilities:Under the supervision of the Call Center Director, the Call Center Evening Manager monitors call center program guidelines and policies with the purpose of ensuring compliance with all government regulations, as well as maintaining alignment with the organization's mission.Works with the Call Center Director to evaluate program outcomes and to ensure culturally appropriate continuum of services for clients.Monitors the effectiveness of the call center, making adjustments as needed. Monitors quality initiatives (Response Time, ED Diversion), including staff recruiting and training, monitoring/reporting of significant clinical events.Works with other health providers and Emergency Services components to ensure seamless delivery of services for high need clients.Collaborates regularly and provides timely and efficient communication with Call Center Director and ESP team leadership on call center issues, challenges, and needs with the goal of supporting effective triaging of services and optimal flow of information.Oversees 4 program staff regularly on second shift. Provides necessary ongoing training and technical support to ensure work is being completed in a safe, professional and productive manner.With the Call Center Director, assists in the supervision and reviews the performance management of staff as well as the overall functioning of the Call Center.Conforms to organizational standards of performance and conduct, including those pertaining to patient rights, to ensure that exceptional customer service and patient care may be provided.Utilizes organization's behavioral health standards as the basis for decision making and to support the organization's mission and goals.Provide oversight and supervision during scheduled evening hours for call center team staff in managing referrals/case assignments. Support call center team in key decision-making situations for optimal service delivery, model best practice, and positive impact on triage workflow for ESP division teams.Consult as needed with Division AOC to problem solve regarding significant real-time operational or system issues. Otherwise, signs off at end of shift with AOC regarding any issues that may continue past the Evening Manager's shift.Ensure availability outside of schedule for supervisory sessions and ES department meetings and promptly respond to clinical emergencies. Provide information and be conduit for ES division management team in matters/situations related to evening/night service hours.Responsible for monitoring and ensuring that supervisee's and other identified staff's time management and workflow requirements are completed as directed (including documentation, communication, bed searches and insurance certifications). Ensures call center staff documentation are in compliance with the organizations methods of Quality Assurance.Sets example for staff by consistently presenting self in a professional manner.Build and maintain effective working relationships with internal, external providers, stakeholders, as well as other regulatory bodies.In collaboration with the Call Center Director, conduct ongoing review of the clinical program design, suggest and if applicable implement recommendations for improvement.Other related duties as assigned.Qualifications:Master's degree in human services field. Two years of ESP, triage, or call center experience preferred.Licensed at the Independent level preferred, LICSW, LMHC, or must be license-eligible in the Commonwealth of MA.Knowledge of commercial behavioral healthcare practices, evidenced based treatments, managed care principles, provider development and quality improvement concepts is essential. Familiarity with state and local agencies serving the community helpful.Ability to exercise good judgment clinically, legally and ethically and to consult with supervisor as needed.Computer literate in standard desktop applications such as Windows, Word, Excel, and demonstrating ability to learn organization's EHR.Schedule: Full time, 40 hours per week. Monday-Friday 4P-12A Pay Range: $84,635.20 USD - $109,720.00 USDThe pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.Equal Opportunity Employer/Veterans/Disabled</p>