N00114 - Contact Center Team Leader

"I love working at RCA because I love the mission we serve, and because of our patients and teammates. This is the most passionate, caring group of people in our industry, and they work harder than anyone else to help save lives. The daily professional and personal growth I get by taking on new challenges and constantly living outside of my comfort zone is unmatched." Mike F. RCA Mission Center

RCA's Passion

In 2013, Recovery Centers of America (RCA) announced a goal: Save one million lives from the disease of addiction. We're working fast and hard to fulfill that promise, with over 11 facilities that offer evidence-based inpatient, outpatient, and medication-assisted treatment 24 hours a day, 365 days a year.

We know one size doesn't fit all when it comes to addiction treatment; that's why we tailor our treatment for each patient and offer specialized programs for patients with trauma and multiple recurrences, as well as programs for older adults, first responders, and more.

We believe in the power of local treatment, because families are a huge part of the treatment and recovery process at RCA. Our family program rebuilds, restores, or strengthens family relationships.

Our curriculum, resources, and evidence-based care were created to help patients not just achieve recovery, but maintain it for life. All of our services and treatment are delivered by clinical expertise - that's where you come in.

All of our services and treatment is delivered by compassionate, dedicated expertise - that's where you come in.

As a Contact Center Team Leader, you'll be a part of our heroic mission of helping millions of people jumpstart their recovery. Your passion for fighting back against the disease of addiction will aid in patient recovery. As often the first point of contact with RCA, Treatment Advisors have the exciting yet intense role of speaking with patients, their families, hospitals, and anyone looking for help for addiction. Not only will you have the opportunity to connect people with the help they need, but you'll be saving lives on a daily basis.

If you're looking for a fulfilling, life-changing job, Recovery Centers of America is the right place for you. And you're the right candidate for us!

Position Overview:

The Team Leader will serve as the lead subject matter expert on business rules and policies as well as spend a maximum of 80% of their time taking inbound phone calls. This role demands the individual to remain a consistent top performer along with providing leadership to the floor. The Team Leader receives and appropriately de-escalates calls and provides second voices from Treatment Advisors, oversees productivity and execution for their assigned shift. The Team Leader is a developmental role in preparing for a Supervisory position within the Mission Center and individuals in this role will participate in leadership development opportunities, workshops, and trainings to develop their leadership skills for advancement at RCA.

Specific Responsibilities:

• Responsible for full census of all our inpatient facilities, and 100% capacity utilization of our outpatient/MAT programs

• Successfully performs Treatment Advisor job duties as outlined in Treatment Advisor job description

• Demonstrate leadership, professional, and uncompromising ethical behavior always

• Listen to a minimum of two calls per month per Treatment Advisor assigned to their assigned shift.

• Help manage the daily activities of Treatment Advisor within designated shift to ensure 100% compliance:

• Complete a brief huddle every day with your team by 8:30am for 1st shift, 11:00 for mid-shift 4:00pm pm for 2nd shift, and 11:45pm for the overnight team

• Provide global overall of Census, ADC, Yesterday's admission, Today's Admission and Discharges

• Cover available beds based on census by site and gender and level of care

• Policy and Procedure updates

• Best practices

• Policy and Procedure reminders

• Review all Pending Inpatient and Outpatient admissions reports and determine who needs to be called and in what order based on their scheduled admission time

• Additionally, quality check that all are pushed to Avatar and have updated to admitted if applicable

• If the admission is cancelled remove and update travel details to take off report

• Make sure all Pending Inpatient and Outpatient admissions are called every day with voice to voice contact confirming their admission to an RCA facility

• Collaborate with Workforce Management & Supervisor to determine absences for the day planned or unplanned and reassign follow ups as needed

• Run the Open Case report intraday to ensure correct procedures are followed, and advise the Treatment Advisor of which cases still need to be followed up.

• Ask the Treatment Advisors if they need help and if they do, delegate out or call the patient yourself

• Run the Open Case report and ensure 100% completion at 11:00am and 7:30pm for all follow ups

• Work Cases Created report at 10am, 1pm, 4pm and 8pm and check:

• If the VOB is completed

• Does the patient need a callback?

• Read Case Comments and look for barriers or opportunities to move admission forward

• Is the intake completed?

• Take the following actions:

• Escalate to VOB team for verbal VOB right away or next day

• Check insurance online if needed

• Ask questions to Advocate on case comments and help provide solutions to help patient admit today

• Manage daily bed board along with supervisors and provide staff with bed availability

• Ensure BDSupport is answered within 5-minute response adherence and ensure follow up on each referral daily

• Ensure Service Level of 100% across all mediums (chat, text, web forms, phone)

• Monitor Omni Channel Supervisor to make sure that we have adequate coverage

• Remains up to date on all required Relias E-Learning and classroom trainings

• Understands industry terminology including narcotic medication classifications

• Follows all RCA and department-specific policies and procedures.

• Demonstrates Leadership

• Performs other duties as assigned

• Must be coachable and work well with all levels of management

• Must perform ad hoc request as directed by Supervisor, Assistant Director and Director

Education and Experience:

• Associates degree or 2+ years minimum of Contact Center experience or related field

• Excellent verbal and written communication skills required

• Excellent organizational skills with the ability to prioritize workload and meet deadlines.

• Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.

• Exceptional analytical and problem-solving skills.

• If in Recovery, must have 19 months of continuous sobriety

• Proficiency in MS Office software

Preferred:

• Experience working in a substance abuse facility, Crisis Center, Emergency Room, Triage unit, EMT, or 911 Call Center environment

• Experience (professionally or personally) in the treatment of addiction or mental health

• Excellent interpersonal skills with the ability to provide constructive feedback to staff, strong analytical, problem solving, decision-making and time management skills

• Experience with Five9 or any other telecom contact center system

• Extensive knowledge of Salesforce.com

Knowledge/Skills/Abilities:

• Excellent interpersonal skills with the ability to provide constructive feedback to staff

• Strong analytical, problem solving, decision-making and time management skills

• Ability to inspire and support people

• Ability to plan well and prioritize work

• Ability to work independently and within a team

• Ability to work under pressure

• Ability to negotiate or overcome barriers

• Proficient documentation skills

• Incredible listening skills

• Demonstrate the ability to understand and react effectively to the changing needs of families and clients

• Ability to multi-task and appropriately prioritize responsibilities in a fast-paced environment, with strong focus on attention to detail, and excellent communication skills

• Accurate and fast computer skills

• Ability to work weekends and evenings

Competencies:

Leadership: Effective at building support and promoting success in a team-centered environment which functions using a shared vision.

Customer Service: Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer within the resources that can be made available.

Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, and is in command of critical issues.

Integrity: Upholds personal and professional ethics and values, considering the values of the organization and respecting the culture, beliefs, and abilities of individuals.

Ability to deal with difficult people: The ability to respond to difficult customer behavior with diplomacy and tact, including diffusing anger, creating rapport and influencing behavior.

Resilience: Must be able to cope with stressful and adverse situations, rebound quickly, and then learn from experience.

Work Environment: Works in a professional office setting and is sitting most of the day. Ability to work along, independently, and within a team.

Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

Travel: None to minimal travel