Responsible for oversight and management of the BH Access & Navigation Center + Direct and manage all incoming calls and referrals for behavioral health services to ensure efficient and timely response. + Assist in managing call queues by answering calls as needed to maintain service standards. + Supervise the scheduling process and ensure accurate referrals to appropriate levels of care in outpatient programs. + Provide daily supervision and clinical guidance to Patient Access Representatives and Navigators, fostering a high-performing team. + Create, track, and analyze departmental statistics, including but not limited to call volumes, referrals, cancellations, and integrated network performance. Prepare and present data insights and quality metrics to ABH Leadership. + Develop and maintain systems to capture all relevant data elements and volumes, ensuring the accuracy and utility of collected information. + Conduct regular evaluations of individual and program performance, leveraging data insights to implement improvements. Adjust team assignments as necessary to enhance care quality and staff productivity. + Maintain an advanced understanding of the department's electronic medical record (EMR) system and telephonic platforms. Use these tools to optimize team workflows and generate actionable insights from data + Lead the implementation of new electronic workflows and provide comprehensive training to ensure team proficiency and seamless adoption of new processes. + Foster a positive work environment by supporting team engagement, addressing concerns promptly, and promoting professional growth opportunities. + Participate in the recruitment, interviewing, and onboarding of new team members to maintain a skilled and cohesive workforce. + Ensure all operations align with regulatory requirements, organizational policies, and best practices for patient confidentiality and behavioral health services. + Work collaboratively with other departments and external partners to streamline referrals and coordinate care across the continuum of services. + Serve as the primary liaison for sharing call center insights with leadership and other stakeholders, ensuring transparency and alignment with organizational goals. + Provide direct support to team members managing high-risk or crisis situations, ensuring appropriate escalation and resolution. + Address operational challenges promptly by implementing effective solutions to maintain service continuity. + All other responsibilities as assigned. + Master’s degree in behavioral health related field from an accredited university or college + LSW license required, LCSW/LPC highly pref. + Minimum of two years of supervisory/management experience in human services; clinical experience in crisis assessment and treatment with multi-system families + Previous call center experience is preferred. + Ability to use Microsoft Excel to create pivot tables and analyze data metrics Competencies - + Demonstrates strong clinical skills and a comprehensive understanding of care standards in treating adults, children, and families, particularly those affected by complex issues such as abuse, neglect, domestic violence, and substance misuse. + Possesses advanced diagnostic skills with a thorough knowledge of DSM-5 criteria; familiarity with CALOCUS/LOCUS assessment tools is preferred. + Effectively manages multiple priorities, organizes tasks efficiently, and meets deadlines in a fast-paced environment. + Excels in making complex, time-sensitive decisions with accuracy and confidence. + Experienced in the use of standard office equipment, including telephones, fax machines, copiers, scanners, and email/voicemail systems. + Advance knowledge in Microsoft Office applications, including Excel, for data analysis and reporting. + Familiarity and experience with electronic health record systems, with the ability to navigate, document, and extract data effectively. + Strong communication and leadership abilities to guide and support team members effectively, fostering collaboration and a positive work environment. + Demonstrates the ability to adapt to evolving demands and solve problems creatively and effectively. ABOUT US At Atlantic Health System, our promise to our communities is; Anyone who enters one of our facilities, will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include: + Morristown Medical Center, Morristown, NJ + Overlook Medical Center, Summit, NJ + Newton Medical Center, Newton, NJ + Chilton Medical Center, Pompton Plains, NJ + Hackettstown Medical Center, Hackettstown, NJ + Goryeb Children's Hospital, Morristown, NJ + CentraState Healthcare System, Freehold, NJ + Atlantic Home Care and Hospice + Atlantic Mobile Health + Atlantic Rehabilitation We also have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are a member of AllSpire Health Partners. We have received awards and recognition for the services we have provided to our patients, team members and communities. Below are just a few of our accolades: + 100 Best Companies to Work For ® and FORTUNE® magazine for 15 years + Best Places to Work in Healthcare - Modern Healthcare + 150 Top Places to work in Healthcare - Becker's Healthcare + 100 Accountable Care Organizations to Know - Becker's Hospital Review + Best Employers for Workers over 50 - AARP + Gold-Level "Well Workplace": Wellness Council of America (WELCOA) + One of the 100 Best Workplaces for “Millennials” Great Place to Work® and FORTUNE® magazine + One of the 20 Best Workplaces in Health Care: Great Place to Work® and FORTUNE® magazine + Official Health Care Partner of the New York Jets + NJ Sustainable Business Morristown Medical Center is a nationally-recognized leader in cardiology and heart surgery, orthopedics, gynecology, geriatrics, gastroenterology and GI surgery, pulmonology and lung surgery, and urology. We are the only hospital in New Jersey named one of America's '50 Best Hospitals' for six consecutive years by Healthgrades and one of the World's Best Hospitals by Newsweek. We were included on Becker's Healthcare 2020 list of "100 Great Hospitals in America". In addition, Leapfrog recognized us with an "A" hospital safety grade - its highest - twelve consecutive times, and the Centers for Medicare and Medicaid Services awarded us again with its highest five-start rating in 2020. Morristown Medical Center is a Magnet Hospital for Excellence in Nursing Service, the highest level of recognition achievable from the American Nurses Credentialing Center for facilities that provide acute care services. Our nonprofit hospital was also designated a Level I Regional Trauma Center by the American College of Surgeons and a Level II by the State of NJ. EEO STATEMENT Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.