Urgent Care Services Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

Employees are expected to perform essential duties to performance standards. As needed, reasonable accommodations will be made for otherwise qualified employees with disabilities that are covered by the Americans with Disabilities Act (ADA), in so far as the accommodation does not create an undue hardship on Behavioral Healthcare Partners of Central Ohio, Inc. (BHP).

• Manages the programmatic and day-to-day operations of all urgent care facilities.
• Ensures all operations are carried on in an appropriate, cost-effective way in the Licking and Knox County urgent care offices.
• Provides supervision to staff at all urgent care facilities. Assigns and coordinates work, provides training and direction, and ensures work complies with performance expectations. Approves leave requests, enforces policy and performance standards, addresses and resolves work issues, and effectively performs other management responsibilities to create and maintain a productive and happy workplace. Assists in policy development and enforces policy, procedure and protocol. Ensures that employees have the resources to perform their job effectively and proficiently. Supports and guides employees through change.
• Provides orientation, encourages, and helps with professional and career development of employees. Assesses skill level of each employee to determine skill gaps and then provides instructional opportunities to close the gaps. Conducts performance reviews on a regular basis to monitor, evaluate, discuss, and guide progress. Monitors performance to ensure the work is complete in accordance with standards, and Key Performance Indicators (KPI’s) are met. Conducts and documents supervision sessions (group and individual). Supports and guides employees to becoming self-directed.
• Allocates staff to ensure coverage at all urgent care facilities based on the volume and needs of clients.
• Seeks feedback and suggestions, and communicates clearly, what is happening in the agency.
• Manages, participates in, and leads meetings. Develops goals and plans for employees for achieving mission/vision of the organization. Plans strategies to meet the goals of the department and organization.
• Interviews candidates and makes hiring recommendations, makes disciplinary recommendations, and participates in other personnel actions.
• Maintains responsibility for assessing programs supervised, and making recommendations to redesign or revise programs to best meet client and/or community needs. Ensures that department remains in compliance with required certifying and funding entity requirements, and that clients are served professionally, and in accordance with generally accepted treatment principles and standards.
• Provides intervention services to urgent care individuals in Licking and Knox Counties. May provide crisis support services during regularly scheduled hours Monday through Friday. Provides confidential in person and telephone services to individuals with serious mental illness, and/or substance abuse issues and others experiencing a behavioral health crisis.
• Conducts brief psychotherapy and assessments. May complete pre-hospital screenings for individuals experiencing a behavioral health and/or substance abuse crisis and makes recommendations for appropriate level of care. Assesses risks and protective factors according to crisis protocol, best practices and crisis management standards.
• Supports inpatient hospitalization process as needed. Completes Safety Plans as appropriate and provides client with information regarding available community resources. Makes necessary internal and external referrals to meet client needs. Includes family members and/or essential others in intervention as appropriate to the situation and circumstances.
• Provides brief diagnostic assessments to clients not in crisis during after-hours as assigned.
• Collaborates with Physicians/APNs, therapist, CPST staff and other providers for continuity of care and to coordinate treatment needs.
• Completes all required documentation to include ancillary program-specific forms, and reports in the time frame required by the agency, certification and funding bodies, including but not limited to following agency protocol for hospital tracking, board funded interventions, inpatient admission paperwork, orders of involuntary detainment, probate affidavits, referrals, and crisis contact logs.
• Completes daily client documentation, and maintains clinical record for each client in accordance with Quality Improvement standards.
• Participates in individual supervision and discusses client cases and quality improvement in a prepared and informed manner.
• Remains up-to-date regarding available community resources, coordinates with community providers and makes referrals to ensure continuity of needed care.
• May testify in court in accordance with court orders, subpoenas and BHP policy.
• Maintains confidentiality of HIPAA and other confidential and sensitive information.
• Maintains the highest level of integrity and professionalism in all aspects of job performance.
• Keeps abreast of current trends and “best practices” in the field. Attends and participates in required trainings on topics relevant to the job and to behavioral healthcare.
• Performs job responsibilities and maintains all records in accordance with BHP’s policy, procedure and protocol, and as appropriate to the job, all regulatory authorities’ accreditation/licensure/ certification standards, and all applicable laws and regulations.
• Works assigned schedule, exhibits regular and punctual attendance, and works outside of normal schedule as required.

OTHER DUTIES AND RESPONSIBILITIES

• Networks and promotes BHP and its services within the community.
• Provides assistance to other agency departments when not providing crisis intervention services.
• Attends staff meetings and participates actively and collaboratively to support the team.
• Frequently checks email communications, voice mail, and BHP Link communications on a daily basis to remain abreast of, and responsive to, current developments, concerns, or needs.
• Performs other duties as assigned.

KEY PERFORMANCE INDICATORS

The employee assigned to this position is responsible for achieving each of the following key performance indicators (KPI’s) to the specified standard. The employee is likewise accountable for consistently meeting or exceeding all of this job’s essential duties to performance standards as are evaluated throughout the course of employment, and which are rated during the performance evaluation period.

requirements.

SCOPE OF SUPERVISION:

Support Staff Specialists/CMAs and supervision of the Urgent Care Intervention Specialists and Care Coordinators in all urgent care facilities.

EQUIPMENT OPERATED:

Laptop computer, telephone, cell phone, copier, fax, and other general office equipment; personal vehicle.

CONTACTS WITH OTHERS:

Clients, family members, and significant others, staff, volunteers, community professionals, general public, and other internal and external job contacts.

CONFIDENTIAL INFORMATION AND DATA:

Client records, drug test results, and financial information, and other confidential or sensitive information.

WORKING CONDITIONS:

Good office working conditions when working in the office. When working in other BHP facilities, the employee is exposed to conditions within those facilities. Possible exposure to inclement weather and traffic conditions when traveling to and from worksites. Exposure to high risk conditions when working with clients, family members and others. Often high stress environment with multiple and conflicting priorities. Ability to telework during emergency health related or inclement weather situations, or as required by management.

USUAL PHYSICAL DEMANDS

The following demands are typically used and exhibited by employees when performing this job’s essential duties and responsibilities, They are not, and should not be construed to be qualification standards. Rather, they are illustrated to help BHP and otherwise qualified employee or job applicant with an ADA disability identify essential job duties that need to be reasonably accommodated, and the type of appropriate reasonable accommodation which may be available which does not create an undue hardship on the employer.

The employee frequently converses verbally with others in person and by telephone. The employee regularly exhibits digital dexterity and eye-hand coordination when performing general typing, word processing, data entry, paperwork and other similar tasks. The employee frequently sits for extended periods of time, and frequently walks through various types of environments. Vision demands include close, relatively detailed vision when using a computer screen, and performing other tasks. The employee frequently sits in a vehicle for periods of time while driving to and from various locations. Employee must be able to carry equipment and operate it in various situations.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of: brief solution based therapy and crisis intervention methods and practices; crisis management; counseling theory, principles and ethics; mental illness; alcohol and drug addictions; substance abuse and mental health recovery principles; human development; communication dynamics; community resources; HIPAA and other confidentiality requirements.

Ability to: establish rapport with clients; work with diverse populations; work in a non-judgmental manner with the client populations served; respond to crisis situations appropriately and professionally; document according to medical necessity; perform job responsibilities so to meet client service goals; be self-directed; develop and maintain effective working relationships with other professionals in the community (ER, police, medics, for example), co-workers and other job contacts; demonstrate respect and sensitivity for cultural and personal differences; contribute toward building a positive and productive team working environment; maintain confidentiality of confidential and sensitive information; consistently exhibit job competency, ethical conduct, integrity and trustworthiness; embrace and effectively adapt to organizational change; exhibit behavior and conduct consistent with BHP values and policies; maintain appropriate professional boundaries with clients; establish short-term therapeutic relationships; work in high stress environment.

Skill in: therapeutic practice, crisis intervention and management; listening; problem solving; operation of computer, cell phone and other job equipment; application of electronic health record software and other job software.

QUALIFICATIONS

Applicable laws or regulations require that employees assigned to some jobs attain a specific level of education, experience, or training, and license or certification. For other jobs, a combination of various levels and types of education, experience, training, and license or certification may qualify a person to perform essential duties of this position. Qualifications specified for this position are:

Education, Experience and Training

Minimum of Bachelor’s Degree in Social Work or Counseling with one to three years of social work experience. Independent licensure preferred.

Licenses or Certifications

Licensed Social Worker (LSW), Licensed Professional Counselor (LPC), Licensed Independent Social Worker (LISW) or Licensed Professional Clinical Counselor (LPCC); State of Ohio Driver’s License. BLS/CPR certification required.

Additional Qualifications

Upon conditional hire, and as a condition of employment, each employee is required to submit to and pass a drug test, criminal background check, and may be required to submit to driving record check, personal vehicle inspection, and be insurable under BHP’s driving insurance provider guidelines depending on job assigned job duties. Employee must also demonstrate computer literacy.

Ability to document personal identity and employment eligibility within three days of original appointment as a condition of employment in compliance with Immigration Reform and Control Act (I-9) requirements.

Required

Required

Preferred