Supv- BHRC Operations - Behavioral Health Resource Ctr

at Northern Light Health in

Bangor, Maine, United States Job Description Northern Light Acadia Hospital Bangor, ME Department:

Behavioral Hlth Resource Ctr Position is located:

Acadia Work Type:

Full Time Hours Per Week:

40.00

Work Schedule:

7:00 AM to 4:00

PM Summary:

She/he directly supervises all day-day operations of the Behavioral Health Resource Center and demonstrates critical thinking and independent judgment within a fast-paced environment to provide quality and consistent patient care. He/She serves as the direct leader in a department that services as the hub for many of the Hospitals key operations through the utilization of the 24/7 Resource Center. Additionally, the Supervisor will assist the Director in the operationalization and development of access points for Acadia's behavioral health single service line. A concierge approach to customer care with the goal of eliminating barriers by providing a one-stop-shop to resource knowledge, connection, scheduling, crisis intervention, provider consultation, and assessment while becoming the driving force of operational excellence for Acadia Hospital. The single service line is a population health/value based mental health solution as a new service line of strategic importance to Northern Light Acadia Hospital. The service line leverages both existing systems and resources from the Northern Light Health system and from collaborative community relationships to provide low-barrier, high quality single point access for consumers.

Responsibilities:

+ Directly Supervises associates operating the 24/7 Resource Center and its CRM technology for external partnerships, including Healthy Life Resources, the Pediatric Access grant, and single service line. + Coordinates the monthly schedule and assesses emergency coverage when needed. + Completes performance evaluations with the input of the Director. + Ensures monthly staff meetings, coordinating Agenda items, and meeting minutes each month. + Assists with the annual budget. + Supervises operations including but not limited to: patient referrals for outpatient and inpatient services, prioritization of census management/ bed flow, legal documentation/coordination. communication equipment and software, emergency assist units, registration functions, patient access software, facilities coordination, coordination of interpreter services and ensuring documentation is complete and accurate within utilized databases. + Assures effective utilization of information sources by Associates to identify resources to meet inquirers' needs and provides accurate information about Acadia programs and community resources. With this, maintaining accuracies of resources within the State to support the growth of the Behavioral Health single service line. + Coordinates and oversees direct training and onboarding process for new employees to promote an appropriate degree of professionalism, friendliness and assertiveness as required by the situation. Encourages staff to identify career paths and take steps in that direction. + Is an active leader in the implementation and continuation of cross training among departments to ensure coverage so that patient access and response times are consistently met. + Ensures Associates assess customers' needs through multi-channeled approaches to care through the utilization of CRM technology, direct referrals, and scheduling. Maintains and engages in continuous improvement of the self-guided automated portal. + Maintains an adequate knowledge of all computer hardware, software and their operations while demonstrating a high comfort level and proficiency in presentation skills. An Administrator on reporting systems and supports the department in analyzing key performance indicators to make programmatic change as a response to data trends. + Ensures all department manuals are accurate and easily accessible. + Is an active participate in Emergency Preparedness and Joint Commission readiness. + Performs other duties as assigned.

Other Information:

+ Bachelor's Degree in a mental health field required ( MHRTC preferred). + 3-5 years of experience working in a mental health facility and two years of supervisory experience. + Excellent communication skills and the ability to develop and operationalize consistent system processes which allow for efficient inter-agency and intra-agency communication. + Demonstrated ability to work well with diverse people and be able to develop and maintain a high performing workforce. + Flexible and able to react to ever changing priorities. + Excellent problem solving, administrative and leadership skills. + Highly self-motivated and mature sense of responsibility and accountability. Competencies and Skills + 3+ years of relative work experience required +

Demonstrates Adaptability:

Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively. +

Demonstrates Emotional Intelligence:

Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit. +

Effectively Communicates:

Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level. +

Exercises Sound Judgment & Decision Making:

Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully. +

Provides Patient-Centered Care:

Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable. +

Seeks Process Improvement & Applies System Thinking:

Possesses and gains insight into situations, problems and processes. Understands the interconnection between organizational elements. Deconstructs problems and systematically investigates the various components. Considers the impact of actions on the entire process/system. Detects problems and opportunities, recognizes important information, and links various data to trace potential causes and relevant details. +

Serves Others:

Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration. +

Utilizes Resources Effectively:

Understands how to ge To view full details and how to apply, please login or create a Job Seeker account