Job Description

The leader has been entrusted with the responsibility of overseeing all clinical operations related to the call center.  It is essential that all employees maintain professional communication with members and community providers. This position is responsible for overseeing the clinical work of the Call Center's clinical managers and case managers. The role involves ensuring the proper handling of phone calls and conducting clinical screenings and referrals. This role contributes to the achievement of the call center's goals by emphasizing clinical processes aimed at the rehabilitation plan. Demonstrates active engagement in clinical decision-making processes. Oversees the team's efforts to ensure the fulfillment of established goals, quality indicators, and the management of customer service-related complaints and situations. The primary objective is to provide comprehensive support to the Supervisor of Operations, Clinical Supervisor, Clinical Managers, and Case Managers, ensuring the seamless execution of their duties and responsibilities .

Responsibilities and essential duties:

1. Provides leadership in clinical decisions.
2. Responsible for meeting daily with the clinical managers to establish the work strategies and case managers’ assignments
3. Assume responsibility f for ensuring compliance with the stipulated abandonment rate and answering calls within the required time frame (30 seconds or less) as outlined in the client contracts.
4. This position is responsible for performing call monitoring. Responsibilities include handling emergency situations. This position is responsible for reporting metrics such as abandonment and answered calls, first call resolution, service coordination, quality indicators, and other reports as requested by the COO, CFO, CEO, Compliance Officer, Quality Manager, Medical Director, FHC's clients, and the VP of Clinical Affairs. Assume responsibility for the analysis and evaluation of the behavioral tendencies of the calls received in the call center. Discuss these findings with senior clinical staff.
5. This position is responsible for ensuring compliance with quality standards. Responsibilities include   the development of assessment tools.
6. Responsibilities include the direct supervision of clinical services.
7. This role is responsible for providing support in the compliance, revision, and development of departmental and company policies. Responsibilities include the implementation of new processes or changes.
8. Assume responsibility for the oversight of attendance and punctuality of Clinical Managers and Case Managers at the Access Center. This includes the implementation of disciplinary measures to address any negative trends that may emerge.
9. Responsibilities include identifying and coordinating training needs for case managers and clinical managers. This role is responsible for providing direct support in the assessment process, work programs, payroll, and other regulatory compliance processes.
10. Ensure that the evaluation of staff performance is completed within the established timeframe.
11. Contributes to the fulfillment of specific goals, both individual and organizational, that are related to the position. some
12. Oversee the implementation of improvement projects.
13. Ensure that the clinical documentation is properly documented in the corresponding platforms. Review all regulatory processes to ensure that they are timely, accurate, complete, and compliant with regulatory standards. his role is responsible for communicating information regarding department procedures and ensuring that the information is interpreted correctly. Manages client complaints and prepares the necessary documentation. Identification of possible conflicts at an early stage.
14. Assist in the development of the contingency plan for disaster.
15. Maintains current professional license, as applicable to their specialty.
16. Meet with continuing education hours, as applicable to their specialty.
17. Participates in the Company's annual training program. Annual Compliance Plan.
18. inform supervisor or the human resources department of any revocation or penalty received from a licensed professional. The position entails a high level of personal responsibility and a readiness to tackle challenges.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion, and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state, or local laws. We believe that diversity and inclusion among our teammates is critical to our success.

Notice

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skillset and experience with the best possible career path at UHS and our subsidiaries.  We take pride in creating a highly efficient and best in class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc. If you are suspicious of a job posting or job-related email mentioning UHS or its subsidiaries, let us know by contacting us at: or 1-800-852-3449

• Master’s in social work, Psychology, Psychological Counseling, Mental Health Counseling, or Psychiatric Nursing
• Valid and current active license to practice in the jurisdiction of Puerto Rico for Social Work, Psychiatric Nursing, Psychological Counseling, Psychology, or Mental Health Counseling
• Two or more years of experience in the health field. Five or more years of experience as a director or related management positions in the health field.
• Must be fully bilingual (Spanish and English)
• Requires basic knowledge of mental health disorders and their treatments.
• Professional associating membership ( colegiación ): Valid for Social Work and Psychiatric Nursing
• Comply with the continuing education hours as they correspond to their specialty

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