Since 1999, Pyramid Healthcare has been dedicated to offering the highest quality of care to those we serve. A focus on client-centered care establishes our family of brands as respected leaders in addiction treatment, mental health recovery and eating disorder treatment. Under a passionate leadership team, Pyramid Healthcare offers comprehensive behavioral healthcare defined by supportive environments that offer patients the strength they need to overcome life’s challenges. We offer behavioral healthcare services – psychiatry, addiction recovery, mental disorder treatment, etc. – that allow clients at all stages of recovery or rehabilitation to reclaim health and well-being!

 

Deliverables/Principal Results Expected:

Responsible for all onboarding duties for new staff: communicating with HR, reviewing resumes, interviewing, and completing necessary documentation. Responsible for teammate retention via on-going skill-set development including but not limited to monthly staff meetings, trainings, and evaluation of individual teammate performance. Establish, organize and maintain staff meetings, notes, and decimation of discussed information. Establish, organize, and maintain individual monthly meetings to review employee performance based on attendance, KPIs (Key Performance Indicators), and QA/QM (Quality Assurance/Quality Management) review. Maintain all telephonic metrics for each teammate for weekly/monthly reporting. Ensure any areas of concern are investigated and resolved in a timely fashion. Ensure any areas of success are identified and presented for recognition. Responsible for managing all time cards for team, as well as time off requests and/or shift changes. Responsible for Lead Quality Management for entire team - ensuring all leads are tended to timely, and opportunities for scheduling are resolved. Ensure Call Detail information is reviewed on a daily basis, to ensure LQM is maximized for scheduling opportunities. Strong emphasis placed on working with QA Team to ensure FCR (First Call Resolution) education and management for all calls. Responsible for developing Case Review and executing up to but not limited to, 5 Lead reviews per teammate per week. Manage all call escalations if Team Lead is unable to complete. Assist team with taking calls, up to but not limited to 10% of time. Assist with escalated calls.

 

Technical Competency: Completes data collection, aggregation, analysis and reporting for purposes of supporting changes in systems/processes pathways, identifies quality concerns and directs to appropriate resource for resolution, identifies potential risk

 

Education, Experience:

 

· External Candidates: Associates and/or Bachelor’s degree or higher, human services preferred. At least 2 years call center experience, and 1 year leadership experience preferred.

· Internal Candidates: High School Diploma or GED, at least 1 year Team Lead experience preferred, at least 2 years internal work history with no disciplinary issues.

 

 

Job-related Behavioral Characteristics:

 

Demonstrates professionalism, leadership, confidentiality, strong social communication skills, time-management, organized. Must possess skills to communicate effectively and interact well with people of diverse backgrounds. Excellent oral and written communication and interpersonal skills. Ability to problem solve by gathering and analyzing information, working well in an individual/ group problem solving situation, and showing initiative in problem solving. Maintains professionalism and does not show favoritism. Maintains consistency with clients, staff, visitors, and the public. Ability to handle a crisis and react appropriately. Flexibility and adaptable. Ability to make decisions in an objective and ethical manner. Calm and decisive in crisis situations. Ability to sustain a team environment, drive continuous improvement projects, confidentiality, excellent problem-solving skills and excellent communicator within the team framework.

 

Pyramid CORE Values:

We are committed and proud to live our CORE values and use them to inspire those around us. Our employees are expected to align with these values, behaviors and standards. We are held accountable for upholding these CORE Values: INTEGRITY is striving to be honest, transparent and ethical when dealing with clients, staff and the community. DEDICATION is demonstrating an unwavering commitment to always provide exceptional care and support to those we serve is needed daily. COLLABORATION is a steadfast, team-focused approach; working together to achieve excellence. PASSION is genuine, compelling and relentless desire to improve lives and support Pyramid Healthcare’s mission.