Job Details

Pearl Interactive Network is seeking accomplished Triage Operations Manager to join our Team!

If you're passionate about performance, process improvement, and team development, let's stay connected.

The Triage Operations Manager is responsible for managing, coaching, and developing a team of triage consultants and triage supervisors. The Triage Operations Manager will ensure that quality, productivity, and Key Performance Indicators (KPI) are achieved.

Essential Duties and Responsibilities:

• Responsible for the day-to-day management of Triage staff supporting the Military OneSource program.
• Monitors the clinical quality of each supervisor's team indentureship are providing appropriate andtimelycoaching to the consultants to improve performance.
• Works with Senior Site Manager/ Program Manager to advise supervisory staff on disciplinary and termination actions in conjunction with the human resources department.
• Conduct staff quality assessments.
• Establish a high standard for productivity, quality, and triage service as well as define user guidelines.
• Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
• Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
• Provide clinical consultation as needed to supervisors and triage consultants.
• Works duty-to-warn mandates and reporting.
• Oversee system maintenance and upgrade implementation.
• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
• Determine a course of action and modify existing procedures and methods based upon the interpretation of general policies of the functional area.
• Meets with Supervisors for 1:1's.
• Meets with Senior Manager for Weekly 1:1 and Manager Team Meetings.
• Ensure shift attendance and participation team call
• Promotes a positive team-oriented and employee participative culture.
• Performs other related tasks as assigned.

Education and/or Work Experience Requirements:

• Master's degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling Minimum 3 years of related experience in operations, customer service, including supervisory or equivalent military experience.
• Hold a current, valid, unrestricted counseling license/certification from any of the fifty states, the District of Columbia (D.C.), a U.S. Commonwealth, or a U.S. Territory that grants the authority to provide counseling services as an independent practitioner in their respective fields
• Experience in implementation of call center services organization and other startup operations.
• Experienced in managing/coaching various organizational levels.
• Excellent interpersonal skills and self-sufficient.
• Demonstrated knowledge/experience in infrastructure management including facility, IT support& business processes.
• Intermediate to advanced user of MS Outlook, Calendar, Excel (Office 365 - 2016) and SharePoint.
• Experience with a wide range of web-based applications and cloud services including document storage.
• Excellent verbal/written communication skills including follow through.
• Strong time management skills with the ability to quickly assess priorities and make adjustments as needed.
• Ability to maintain positive relationships and work well within a team, both in-office and virtual.
• Ability to solve complex problems and issues.
• Strong analytical skills to interpret and forecast financial budgets.
• Ability to develop,recommendand implement plans for continuous process improvement.
• Strong leadership experience and skills.
• Great customer relations skills and experience.
• Flexibility and willingness to perform other duties as assigned.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The person in this position frequently communicates with co-workers, peers, management, and clients which may involve delivering presentations in-person and/or remotely. Must be able to access, exchange, communicate and converse accurate information in these situations. Constantly operates a computer, mobile phone and other IT peripherals.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required

Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.