Needs Assessment Team Lead

Pyramid Healthcare; Altoona (PA); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Flexible Spending Accounts

Life Insurance

Paid Time Off

401(k) with Company Match

Tuition Reimbursement

Employee Recognition Programs

Referral Bonus opportunities

And More!

Job summary

Pyramid Healthcare is seeking a dedicated training specialist to serve as a subject matter expert across assigned lines of business. You will partner with the Training Team to set schedules, develop and maintain training materials, and complete onboarding for new hires while supporting ongoing opportunities for current teammates.

You will lead daily reporting, review call details, and ensure timely handling of leads.

Qualifications

• High School Diploma or GED required.
• At least 6 months as top performing teammate.
• No disciplinary action within last year of employment.

Responsibilities

• Subject matter expert for all workflows as it pertains to assigned line(s) of business.
• Work with Training Team and/or Supervisors to establish training schedule.
• Assist with development of and maintenance of training material.
• Complete training of all new hires, and assist with ongoing training opportunities for existing teammates.
• Provide timely feedback to leadership regarding training successes and areas for improvement for both new hires and existing teammates.
• Responsible for Lead Quality Management for entire team - ensuring all leads are tended to timely, and opportunities for scheduling are resolved.
• Ensure Call Detail information is reviewed on a daily basis, to ensure LQM is maximized for scheduling opportunities.
• Responsible for all daily reporting - telephonic, call documentation, and lead - to be presented to leadership.
• Assist team with taking calls, up to but not limited to 50% of time.
• Assist with ancillary work as stipulated by supervisor.
• Navigate Veteran initiatives as appropriate per line of business.
• Assist with escalated calls.

Skills

Accuracy of data entry

Clinical staff collaboration

Handling difficult calls

Prioritization and deadlines

Customer service skills

Decision making

Education

High School Diploma or GED

Job description

Pyramid Healthcare is dedicated to offering the highest quality of care to those we serve. A focus on client-focused care establishes our family of brands as respected leaders in addiction treatment, mental health recovery and eating disorder treatment modalities.

Pyramid Healthcare offers comprehensive behavioral healthcare defined by supportive environments that offer patients the strength they need to overcome life’s challenges. We offer behavioral healthcare services – psychiatry, addiction recovery, mental disorder treatment, etc. – that allow clients at all stages of recovery or rehabilitation to reclaim health and well-being.

Schedule:

Wednesday-Saturday 10 am - 8 pm EST

Deliverables/Principal Results Expected

Scope of Position & Technical Competency:

Subject matter expert for all workflows as it pertains to assigned line(s) of business.

Work with Training Team and/or Supervisors to establish training schedule.

Assist with development of and maintenance of training material.

Complete training of all new hires, and assist with ongoing training opportunities for existing teammates.

Provide timely feedback to leadership regarding training successes and areas for improvement for both new hires and existing teammates.

Responsible for Lead Quality Management for entire team - ensuring all leads are tended to timely, and opportunities for scheduling are resolved. Ensure Call Detail information is reviewed on a daily basis, to ensure LQM is maximized for scheduling opportunities.

Responsible for all daily reporting - telephonic, call documentation, and lead - to be presented to leadership.

Assist team with taking calls, up to but not limited to 50% of time.

Assist with ancillary work as stipulated by supervisor.

Navigate Veteran initiatives as appropriate per line of business.

Assist with escalated calls.

Technical Competency

• Accuracy of data entry.
• Ability to work with clinical staff.
• Ability to work with difficult phone calls.
• Ability to set priorities and meet deadlines.
• Demonstrate good customer service skills.
• Demonstrate good decision making.

Education, Experience

High School Diploma or GED, at least 6 months as top performing teammate.

Maintained defined KPIs for last 6 months of employment.

No disciplinary action within last year of employment.

The starting compensation for this role is $16/hour; final compensation will be determined based on skills, experience, and qualifications.

Pyramid CORE Values

We are committed and proud to live our CORE values and use them to inspire those around us. Our employees are expected to align with these values, behaviors, and standards. We are held accountable for upholding these CORE Values: INTEGRITY is striving to be honest, transparent, and ethical when dealing with clients, staff, and the community. DEDICATION is demonstrating an unwavering commitment to always provide exceptional care and support to those we serve is needed daily. COLLABORATION is a steadfast, team-focused approach; working together to achieve excellence. PASSION is genuine, compelling, and relentless desire to improve lives and support Pyramid Healthcare’s mission.

Total Rewards For Full-Time Positions

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• 401(k) with Company Match
• Tuition Reimbursement
• Employee Recognition Programs
• Referral Bonus opportunities
• And More!

Want to know more?

To learn more about Pyramid Healthcare, and how you can achieve personal and professional growth, visit us at: https://bit.ly/Pyramid-Careers.

Pyramid Healthcare, Inc. is proud of its diverse workforce, and is an Equal Opportunity Employer.