The Job/What You'll Do:

The Contact Center Team Lead is an experienced Crisis Specialist who also provides support and leadership to the Contact Center floor and Crisis Teams. In addition to fulfilling the responsibilities of a Crisis Specialist (outlined below), the Team Lead will promote and maintain an organizational culture that is focused on Solari's core values and support other Contact Center staff in maintaining Solari's vision and values. The Contact Center Team Lead will support the Contact Center and Clinical Supervisors in supporting and running the floor, OPS Support, supervisor desk as needed, and mentoring new staff.

Responsibilities:

• Responds to incoming contacts and requests for crisis and healthcare services across all contracts within scope of employee work; completes outbound calls, emails, text, or chat to effectively coordinate care and resolve crisis situations; operates with accuracy, compassion, and efficiency.
• Demonstrates effective engagement skills; inspires hope and promotes recovery and resiliency.
• Screens and triages incoming crisis requests resulting in safety and crisis resolution; effectively use the risk assessment tool to guide crisis intervention based on acuity and risk.
• Understands the dispatch processes for mobile teams in Arizona, crisis transport, and Solari's contracts.
• Functions as the primary Ops queue monitor. Responsible for ensuring calls get answered in a timely fashion, and delegates calls to operators based on acuity, while assigning calls that can be handled quickly due to low acuity
• Understands the role of the Contact Center Supervisor and can complete the duties for desk coverage as needed
• Participates in necessary training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill of Solari's operations, services, policies and procedures, and clinical processes
• Demonstrates superior and consistent documentation skills; ensure all interactions are accurately documented in the designated electronic health record in accordance with policies, procedures, and industry or organizational standards of practice
• Responsible for providing 1:1 training and support for staff who may need additional guidance
• Demonstrates compassion and leadership, and focuses on creating a positive work environment that adheres to Solari's mission, vision, and values
• Adheres to Contact Center policies and procedures
• Other duties as assigned

Knowledge, Skills, Abilities:

• Critical thinking skills and effective decision making for managing high acuity crisis requests and decision making skills that facilitate safety and crisis resolution
• Clear/concise/logical verbal and written business communication for execution of vision and strategic initiatives
• Plans effectively; establishes courses of action for self to ensure work is completed efficiently
• Maintains effectiveness when experiencing major changes in work tasks or environment; adjusts effectively to new processes
• Builds and maintains collaborative relationships that facilitate the accomplishment of goals;
• Technical, industry specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice; this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources; Knowledge of the Medicaid behavioral health adult and children's systems in states where Solari has crisis contracts
• Concurrent management of multiple tasks and deadlines.
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

• 5+ years of experience in crisis management, behavioral health or healthcare field, Required
• Bachelors Degree, required

Wireless (Wi-Fi) connection is not permitted for this position; you must be connected into your home internet modem/router with ethernet cabling (Cat5e or better - this can be provided to staff as needed)