Call Center Manager Jobs in Rochester, NH (NOW HIRING)

The Recovery Center Supervisor will report directly to the Safe Harbor Recovery Center Program Director and will mentor, support, and supervise the staff at Safe Harbor, which includes all funded programming being delivered through the center. The Supervisor will lead service delivery ensuring high quality services are provided, staff are supervised and standards within all contracts are exceeded. The ideal candidate will have professional experience as a CRSW Supervisor in a recovery center environment

Essential Job Functions:

• Allot the time necessary to work with and be supervised by the Granite Pathways Program Director.

• Demonstrate an understanding of and an ability to successfully implement concepts presented in orientation and training.

• Possess professional behavior elements including ability to supervise staff, clearly communicate, engage staff in respectful interactions and maintain a high level of confidentiality.

• Maintain and update personnel files.

• Conduct individual supervision with all staff.

• Facilitate group CRSW supervision with all staff for training and development.

• Coordinate clinical supervision for all staff.

• Have a clear understanding of the contract requirements and roles of all staff.

• Practice cultural competency.

• Complete annual training as required.

• Lead staff in supporting the following: time management, professional development, payroll/benefits, caseload management, and case consultations, supporting staff in a way that increases staff satisfaction and retention.

• Manage day-to-day operations including workload coverage, staff caseloads, budgets, contract training delivery, equipment maintenance, supplies and technical issues.

• Manage referrals for Safe Harbor: staff assignment, outreach, and engagement.

• Manage weekly Medicaid billing for Safe Harbor including oversight of staff submission and tracking, researching and correcting claims to ensure accurate and appropriate billing and to increase Medicaid revenue by 15%.

• Oversight of Single Stop, ensuring resources are updated

• Case file audits and review

• Oversight of quality and accurate data and service performance.

• Quality tracking of field staff performance; ensuring the maintenance of accurate, complete, timely and high-quality documentation and data collection to meet best practice standards that comply with program policies and procedures, payor requirements and external regulatory standards.

• Scheduling and oversight of volunteers and volunteer activities including professional development plans.

• Direct Client Assistance review and approvals of requests for less than $500 per client.

• Center schedule management includes staff coverage, peer mutual aid and other provider meetings.

• Oversight and upkeep of recovery center marketing including materials and social media outlets.

• Always display and maintain confidentiality.

• Perform other related duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

Education and Experience:

• High School Diploma, GED or HiSET.

• CRSW Supervisor Certification or in process

• Minimum of 3-5 years of relevant experience; an equivalent combination of related education and experience.

Knowledge, Skills and Abilities:'

Demonstrable knowledge of

• mission, vision and goals of Granite Pathways and The Fedcap Group and execution of relevant policies and procedures.

• strong organizational, administration, and communication skills (both verbal and written).

• Technical skills include the use of computers and programs such as Microsoft office products, Adobe, and ADP.

• An understanding of statewide resources.

   Demonstrable ability to

• handle sensitive information in a confidential manner.

• work independently with minimum supervision.

• use analytical and critical thinking skills in supporting program staff.

• maintain professional appearance and professional boundaries.

• have a strength-based approach in developing and supporting staff.

• travel as needed

Supervisory Responsibility:

This position manages staff and is responsible for the management and hiring of the employees within that department.

Granite Pathways provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We are an EEO employer committed to diversity, M/F/D/V.