Facility Based Crisis Manager

Kids for the Future; Shelby (NC); On-site; USD 70,000 - 80,000; Full time

Job summary

Phoenix Counseling Center, Inc. seeks an experienced Clinical Manager to lead clinical, clerical, and administrative teams in Shelby, NC. The role oversees daily operations, ensures policy compliance, and drives quality in behavioral health services.

Responsibilities include staff supervision, performance evaluations, and coordinating with medical records and QI to meet regulatory requirements. Requires clinical licensure and a master’s/ bachelor’s in a human services field.

Qualifications

• Master’s or Bachelor’s degree in a human services field with clinical licensure and supervisory experience preferred.
• Strong leadership and supervision skills for clinical, clerical, and administrative teams.
• Knowledge of regulatory, accreditation, and purchaser of service requirements.

Responsibilities

• Oversee day‑to‑day work of clinical, clerical, and administrative staff.
• Ensure compliance with policies, procedures, and quality standards.
• Conduct staff evaluations and provide supervision/training to staff.

Skills

Conflict management

Active listening

Customer service knowledge

Business principles

Education

Master’s/Bachelor’s in human services with clinical licensure

Job description

• Location 609 N. Wasington St.,Shelby, NC, 28150,United States
• Base Pay $70,000.00 - $80,000.00 / Year

General Definition:

The first-line supervisor of clerical, clinical, and administrative support staff will supervise, and coordinate the work of employees in clinical, clerical, and administrative support positions. This position is responsible for the management of PCC’s Substance Abuse, Mental Health, and Dual Diagnosis, Gaston Crisis & Recovery Center. Primary responsibility is for leadership and oversight of operations of the staff. Oversight of programmatic services, performance management of staff, supervision, maintaining compliance with organizational policy and procedure, quality management and utilization review of clinical and programmatic services, assisting in the hiring process for staff, and program development. Individuals in this position could additionally be required to provide intake services to Substance Abuse, Mental Health, and Dual Diagnosis Consumers.

Performance Expectations (Quality and Quantity):

• Interviews and hires clinical, clerical, and administrative support employees.
• Coordinates and supervises the work and responsibilities of clinical, clerical, and administrative support workers.
• Conducts performance evaluations that are timely and constructive.
• Provides training on job duties and company policies and procedures or arrange for proper training to be provided.

Duties/Responsibilities:

• Oversees the day-to-day work of assigned clinical, clerical, and administrative staff, ensuring that assigned workloads are manageable for the available staffing resources.
• Answers questions and addresses and resolves complaints and concerns regarding clerical and administrative services.
• Ensures that employees adhere to deadlines, procedures, and quality standards; works to resolve any problems or errors.
• Explains and implements company and departmental policies, procedures, and standards.
• Collaborates with management concerning policies, procedures, and standards as they apply to clerical and administrative workers.
• Reviews and oversees production, evaluations, and other records and reports for employees.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent conflict management and negotiation skills.
• Ability to listen and identify/resolve issues.
• Thorough understanding of customer and management services and standards.
• Basic understanding of business and management principles.

Performance expectations shall include:

A. Knowledge and use of the clinical process to achieve positive outcomes. This shall include evaluation/assessment; service/treatment planning, intervention technique(s); and, aftercare/transition planning.

B. Clinical services shall be based on models/techniques that are considered best/evidence-based practice(s) as defined by the NC Division of MH/DD/SA, Purchasers of Service, and Phoenix Counseling Center. Examples include Motivational Interviewing, the Matrix, Systems of Care, Recovery, DBT, MST, Family Preservation, Cognitive Behavioral, Person-Centered Planning, Strengths Based, and Peer Support/Recovery Modeled.

C. May include the design, delivery, and/or referral for mental health and/or substance abuse services both internal and external to Phoenix Counseling Center. This would encompass all rules around both inpatient and outpatient services available to the client based on their immediate or current needs.

D. Accurate service and billing record documentation that communicates the service(s) provided. Documentation shall maintain compliance with organizational policy/ procedure, the purchaser of service requirements (NC Division of MH/DD/SA, DMA/Medicaid, MCOs); and, accrediting/regulatory bodies (DHSR, CARF, and NC Statute/APSM rules). May be assigned primary case/service record responsibility for assigned consumers. Service Noting will be completed no later than 24 working hours of service being provided.

E. Use of a community-based team approach that utilizes the resources of the community, consumer, and treatment team, to achieve positive consumer outcomes.

F. Effectively use clinical and administrative supervision to improve the quality and performance of services for consumers and the organization.

G. Adhering to Phoenix Counseling Center Employee Ethics Statement

H. Staff should have a good working knowledge of all Crisis Services rules and Regulations as well as facility rules and guidelines for both inpatient and outpatient services and all documents/information required for admission to any of the Phoenix programs.

I. Assure authorization of services is in compliance as well as all medical record documentation.

J. Coordinate with medical records and QI coordinators to assure requirements are met.

K. Staff shall utilize collaborative relationships with other provider agencies for discharge planning, transition, and referral

L. Staff shall be fully aware of and comply with outcomes requirements including but not limited to the 7/14 follow-up requirements.

M. Staff should be competent to take initial medical requirements such as vitals, utilizing a breathalyzer, and use drug screening, to identify any immediate medical threat.

1. Shall demonstrate the ability to fulfill responsibilities as a clinical manager, including but not limited to:

A. Assist in the development and management of program expenditure and revenue budget

B. Assist with the implementation and management of the quality improvement process as defined in the PCC quality and performance improvement plan.

C. Assure compliance with regulatory, accreditation, the purchaser of service, and contractual requirements.

D. Provide opportunities for professional growth, training, and supervising assigned clinical staff.

i. Conduct annual staff evaluations and establish individual supervision/training plans.

ii. Provide supervision to staff in a manner that encourages professional growth and follows quality ethical practice guidelines.

iii. Assist program staff in the design and implementation of evidence-based and promising practices

E. Assure oversight of staff’s time and attendance, approval/disapproval with time off requests.

F. Assure adequate program clinical coverage.

G. Completion of payroll process with Paychex.

H. Completion of performance evaluations and coordination with Human Resources on staff issues.

2. Shall provide marketing/outreach to community organizations and other referral sources

A. Activities may include attending/participating in community meetings/activities to increase referrals, providing education and information regarding behavioral health disorders, programs, and services, and working with community stakeholders to design new and improved behavioral health therapy services.

3. Shall attend assigned training and continuing education to maintain credentialing and privileging, to include, but not limited to:

A. Annual Training (EBPI, CPR, First Aid, Infection Control, Consumer Rights)

B. Training and certification in IVC Evaluation Process

4. Shall demonstrate the ability to work/be a part of organizational and therapeutic teams, and maintain positive working relationships with consumers, community stakeholders, referral organizations, and other employees/ departments of Phoenix Counseling Center, Inc. Staff shall be part of crisis services management team including Nurse Manager, as well as other staff as necessary.

5. Shall develop a working knowledge of applicable organizational policy and procedure and demonstrate compliance. This shall include, but not be limited to:

B. Employee Ethics/Corporate Compliance/Consumer Rights

C. Service record documentation

D. Confidentiality/HIPAA

6. Shall complete other duties as assigned by supervisor.

Key Performance Indicators (KPIs)

• Staff Retention Rate Sustain an annual retention rate of at least 60% for all supervised staff.
• Timely Documentation Submission Ensure 85%of clinical documentation is completed within 24 working hours of service delivery, in order to ensure that service authorizations are timely.
• Outreach Engagements Participate in or coordinate a minimum of 6 community outreach or referral events annually.

General Knowledge and Skills(will possess at the time of employment or will be expected to learn upon employment)

Knowledge ofthe dynamics of behavioral health and substance abuse disorders (BHSAD) and their impact upon persons served and their families; the social factors involved in (BHSAD); the up-to-date principles/techniques (evidence-based/best practices) of outpatient BHSAD and their application to individuals possessing (BHSAD); the community resources available to persons with (BHSAD), to include local self-help groups; knowledge of the bio/ psycho/social/ spiritual effects of (BHSAD); and knowledge of accepted billing and service record documentation.

SkillDemonstrated leadership skills in motivating, coaching, and directing staff. Demonstrated ability to implement Behavioral Health Care and evidence-based practices. Demonstrated knowledge of regulatory, accreditation, licensure, and purchaser of service requirements. Demonstrated administrative skills in clinical program implementation and team management/supervision. Knowledge and experience in the provision of systems of care. Possess excellent verbal and written communication skills. Ability to be self-motivated, and work independently and as a team member. Grant writing skills preferred. Knowledge of HIPAA requirements.

Required Qualifications for Clinical Manager

1. Master’s/Bachelor's degree in a human services field with clinical licensure (LCAS/LCSW/LCMHC/LMFT), and a minimum of 1 year of managerial experience, preferably within a CARF-accredited organization.

Physical Requirements:

• This position normally requires the physical demands of standing, walking, bending, lifting, or performing other work requiring low physical exertion, talking, and hearing regularly to perform the job requirements. These physical demands are required up to 80% of the time.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times.

Additional Job Requirements:

1. Must have the ability to effectively communicate with other employees, the public, and persons served.

2. Being "on call" by pager/phone may be required as part of this position, including the provision of crisis intervention/management services to consumers in need.

3. This position is required to provide clinical services outside of normal business hours including nights, weekends, and holidays.

4. Must have reliable transportation, have/maintain a valid driver’s license, and maintain adequate automobile insurance

5. Travel is required as part of this position

6. Ability to operate a telephone, fax machine, and computer hardware/software.

7. Must have the ability to write in a manner that is legible/readable/understandable.

8. Willingness to work in a high-stress environment that is driven by team performance