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Clinical Team Lead

We are seeking an enthusiastic Clinical Team Manager who will have the opportunity to motivate and oversee a unit of Master's level clinicians who telephonically assist clients seeking EAP, managed care, and work-life services. As the Clinical Team Manager your focus will be to provide clinical coaching to your team. You will also have the opportunity to be involved in strategic planning in order to continually meet and exceed all performance metrics, establish and monitor unit and individual goals, roll-out new initiatives, and develop staff. This is a key role within our GuidanceResources Unit and reports to the Director of the unit. If you have the unique combination of business acumen, management experience, and clinical training, this is the perfect job for you.

Primary Responsibilities

Provide direction and coaching to a team of clinicians
Manage complicated inquiries, educate providers/clients and reconcile inconsistencies and procedural difficulties
Oversee key operation metrics such as: call monitoring, queue management, productivity, quality of delivery and documentation
Monitor daily activities within the department, including but not limited to provider requests, service requests, staff scheduling
Deliver continuous training for staff regarding implementation of new services, programs and accounts
The shift for this position can be either 10:30am-7:00pm or 11:00am-7:30pm.
Job Qualifications

MA, MSW or RN in Counseling, Social Work, or Nursing required
Licensure required
3+ years of supervisory experience including goal setting, training, performance evaluations and recruiting
Superior critical thinking skills in order to resolve client/employee issues effectively
Strong verbal and written communication skills
Excellent customer service orientation
Previous call center experience a plus

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