Supervisor, Mental Health Receptionist
FTE: 1.0 (40 hours per week)
Shift: Days
Weekend Obligation: Every Other Weekend
Req#:1352
About Us:
The Lindner Center of HOPE is a nonprofit, comprehensive mental health center and global leader offering state-of-the-science diagnosis and treatment of the most pervasive mental illnesses of our time.
- One of the first centers designed as a fully integrated system of care to address deficiencies in mental health care as identified by the Institute of Medicine.
- Innovative residential assessment, inpatient and outpatient programs in partnership with UC Health serving more than 54,660 patients from around the world.
- A leader in research and collaborations that are advancing the field and positioning Cincinnati as a national leader in mental health care.
We embrace the many talents, skills, and experiences our employees bring to Lindner Center of HOPE. Everyone is encouraged to use their unique gifts to express ideas, make meaningful contributions to our programs and genuine connections with patients and family, as well as strengthen donor, referrer and community relations.
Position Summary:
The Welcome Center is the initial point of contact for patients at Lindner Center of HOPE (LCOH). The Supervisor, Mental Health Receptionist person talks with callers to determine recommendations for appropriate level of mental health care. Makes referrals to various departments at LCOH, or to outside resources. The position is also responsible for overseeing the day-to-day operations of the Welcome Center, insuring exceptional customer service for all internal and external customers. Supervises the Welcome Center /Operator staff, ensuring that staffing requirements are always met.
The Supervisor, Mental Health Receptionist also serves as a backup for the Patient Advocate reporting to Manager – Compliance & Quality. The Patient Advocate investigates, resolves, documents, and supports patients’ & involved others’ compliments, complaints, & grievances. Safeguard patient rights and assist patients in exercising their rights. Plans & implements the advocacy programs. Coordinates with customer service and patient relations processes related to the organization.
Welcome Center Major Duties and Responsibilities:
- Answers telephone lines, provides general information, and accurately determines where to route call. Is a resource of information for all callers, visitors, staff and patients at LCOH.
- Screens and direct phone calls for Access and Referral Center (ARC) and Coaching, Access and Resources for Employees and Supervisors (CARES) program. Uses good listening skills to coach callers on their specific mental health situation, and to make recommendations on appropriate level of care. Educates callers on when and how to access resources. Provides transition to services at LCOH. If appropriate resources are not available at LCOH, refers callers to appropriate external resources.
- When working in the Welcome Center, greets all visitors in a respectful manner as they enter the main lobby. Monitors visitor access and issues passes as appropriate. Orients visitors to policies and works to ensure restricted items are not being taken to the units. This includes property checks and review of restricted items. Prepares the reception area for daily operations, insuring everything is fully operational.
- Operates computer-based systems such as Easy Lobby, EPIC, Microsoft Office, and API.
- Maintains AVAYA Phone System Flow and Maintenance and coordinates needed changes with UC Health IT. Operates the welcome center call queue system.
- Coordinates employee schedules for Welcome Center coverage needs.
- Provides coaching and feedback to staff and coordinates regular staff meetings with ARC Manager. Trains new employees for the Welcome Center and telephone systems.
- Monitors and ensures that necessary supplies are available.
- Periodically review protocols for the department, identifying changes or improvements to enhance services. This includes keeping an updated training guide. Updates protocols and policies in coordination with ARC Manager.
- Monitors performance improvement indicators as required. Pulls and monitors phone reports.
- Operate specialized office equipment and maintain needed supplies for operation.
- Manage meeting room presentation equipment.
- Works with other departments and attends needed meetings and committees related to Welcome Center Department. (CCHMC, Outpatient Practice)
- Performs other duties as assigned.
Patient Advocate Major Duties and Responsibilities
- Facilitates resolution of complaints/grievances/requests for patients & involved others
- Serves as a liaison between patients & involved others, & the Lindner Center.
- Informs patients & involved others of the services available to them.
- Interprets & explains Lindner Center processes, policies, & procedures.
- Listens to & detects problems & brings the perceptions of the customer to the attention of staff & administration.
- Be accessible to meet with the patient &/or involved other to identify the pertinent issue.
- Investigates the complaint/grievance/request.
- Gathers all details available.
- Collaborates with responsible manager for follow up & resolution.
- Provides written responses to the complaints/grievances/requests.
- Pursues complaint/grievance/request until satisfactory solution is found.
- Responds to suggestions & compliments submitted by patients & provide positive reinforcement to involved staff.
- Establishes regular contact with each clinical area.
- Reviews comments made by patients & involved others.
- Assists the responsible manager in development of action plans to implement suggestions or communicate compliments to the staff.
- Documents patients’ & involved others’ concerns.
- Complete log with demographic data.
- Provide a synopsis of the incident.
- Identify actions taken to reach resolution.
- Outcome of the issue.
- Collaborates with management to meet customer service & clinical quality outcomes related to the customer service segment of the quality improvement process.
- Reviews comments on patient satisfaction surveys.
- Identifies comments that require investigation & follow up. Forwards information to the responsible manager.
- Assists in the resolution of systems related problems.
- Identify systems issues through the use of patient & other feedback.
- Work with physicians, staff, & administrators to resolve.
- Coordinate problem solving with quality improvement processes.
- Collaborates with clinical teams to reduce seclusion & restraint & increase effectiveness of patient centered care.
- Develops policies & procedures to promote & protect patient rights.
- Acts as an advocate & a resource in situations involving patients & families.
- Is responsive to the treatment team or the patient in refusal of treatment scenarios.
- Responds to occurrences of patients &/or families requesting discharge.
- Facilitates collaborative outcomes to avoid formal court actions related to treatment.
- Facilitates increased awareness of advance directives.
- Provides patients & families with information about advance directives.
- Assists with the completion of forms related to advance directives.
- Provides information about resources for additional information.
- Provides regular reports to leadership.
- Conduct monthly accountability & variance analysis of quality benchmarks.
- Evaluates compliance with established standards regarding patient rights.
- Analyze complaint & grievance data.
- Assist in the preparation of annual & quarterly reports, present to leadership teams.
- Participates in staff education.
- Facilitate customer service training opportunities.
- Develop a consultant/educator relationship with patient care areas to build & sustain a patient focused culture.
- Perform other duties as assigned.
Position Qualifications:
- High school diploma required. Some education or training in mental health preferred.
- At least 1 year of experience working in the mental health field preferred.
- Strong organizational skills
- Prior supervisor experience preferred.
- Very strong customer service skills.
- Ability to enthusiastically follow and model the Lindner Center of HOPE mission, vision and values.
Physical Requirements:
The physical demands of this position are consistent with those performed in a normal office environment, including occasional lifting, carrying, pushing or pulling, and sufficient manual dexterity to operate standard office equipment and ability to use a computer.
At Lindner Center of HOPE, you’ll have the opportunity for a consistently rewarding career, working for an organization that shares your desire and ability to make a demonstrable difference in the lives of people living with mental illness.
All candidates extended conditional offer of employment will be subject to will conduct a WebCheck (BCI & FBI Fingerprinting). Fingerprints will be submitted to the Bureau of Criminal Investigation (BCI) and the Federal Bureau of Investigation (FBI). The reports from these agencies will include criminal record information. Lindner Center of HOPE will follow the requirements for employment based on the State of Ohio Administrative Code 5122-30-31, and any other regulatory requirements regarding criminal background checks. Lindner Center of HOPE also reserves the right to obtain Consumer Reports and/or Investigative Consumer Reports as defined in the Federal Fair Credit Reporting ACT (FCRA).
Lindner Center of Hope is an equal opportunity employer, and all qualified applicants will receive consideration for employment 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.