Supervisor- Customer Service Representatives

Frontier Behavioral Health's presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community. Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues. As a Trauma-Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist them in their journey. If you want to have a positive impact in the lives of others come join us!

WHY CHOOSE FRONTIER BEHAVIORAL HEALTH?

• At Frontier Behavioral Health, we value our employees and recognize the importance of EVERY employee's contribution to our mission.
• Our behavioral health services make a positive difference in the lives of those we serve and contribute to the health, safety, and quality of life for everyone in Spokane County.
• At FBH we have a variety of client services, including outpatient, inpatient, community outreach, crisis services, partnerships with schools, law enforcement and more.
• Our evidence-based, culturally appropriate, trauma informed behavioral health services address the diverse needs of those we serve.

The Supervisor leads, mentors and develops assigned employees by participating in employee selection and hiring, training, coaching and role modeling. The Supervisor provides daily first-level problem solving, covers staffing gaps as needed and assists in resolving escalated customer concerns. The Supervisor guides, coaches and leads employees ensuring compliance with FBH policies, processes and practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES includes but are not limited to the following:

• Problem solves staffing issues related to sick calls and other absences.
• Allocates work assignments and ensures workflows and processes are adhered to in order to maximize efficiency and customer service.
• Conduct weekly or bi-weekly supervision sessions with each staff member assigned, keep a written log of supervision sessions.
• Manage supplies for CSRs and clinical programs as requested.
• Participate in interviewing and candidate selection for CSRs.
• Collaborate with partner agencies in facilitating the needs and coordination requirements for shared clients.
• Maintain identified workflows and assist in training and supporting other CSR team members in completing the required tasks.
• Participate in CSR team meetings and coordinate CSR quadrants, bi-annual trainings, open-lab CSR training and manage on-boarding of new hires.
• Demonstrate skill and knowledge related to large-programmatic functions and incorporate this into daily tasks of other CSRs.
• Provide back-up coverage to the Manager as needed.
• Watch over large components within a clinical program area and demonstrate effective communication skills in an effort to problem solve potential challenges.
• Provide CSR coverage at any FBH location in the Spokane area as requested
• Demonstrate a positive attitude and efforts toward meeting the needs of internal and external customers.
• Must be able to apply active listening techniques conveying respect, professionalism, engagement skills, positive attitude and empathy.
• Effectively utilize customer service and motivational interviewing skills to promote appropriate customer-centered care.
• Demonstrate flexibility in responding to change and in working with diverse groups and individuals and a positive, solution-focused perspective towards organization goals and when working with co-workers and staff.
• Support and encourage a harmonious working relationship within and between departments and work with assigned teams to promote a safe and welcoming environment.
• Other duties as assigned by the Manager or Director.

QUALIFIED CANDIDATES WILL HAVE:

REQUIRED:

• High School Diploma or Equivalent
• Two years general office experience
• One year of management or leadership experience.

PREFERRED:

• College education or specialty certification.
• Experience in the behavioral health industry.

KNOWLEDGE, SKILLS, & ABILITIES:

• Customer service experience and the application of active listening techniques are required.
• Must have strong written and verbal communication skills.
• Experience with basic computer software, including but not limited to: operating systems, word processing, email, internet and intranet is required.

PAY RANGE (Hourly/ Non-Exempt): $26.92-$32.80

• All pay is based on longevity at Frontier Behavioral Health; thus, the starting pay for this position is $26.92 per hour.

Our Benefits and Perks are Amazing!

WE BELIEVE IN WORK LIFE BALANCE:

• Paid Time Off - Employees accrue up to 26 days of PTO in the first year of employment!
• Plus 9 Paid Federal Holidays!
• Sick Leave - Extended Sick Leave and Paid Sick and Safe Time.
• Some positions qualify for a Compressed Workweek option resulting in up to additional 26 days off per year.

BENEFITS:

• Medical, Dental and Vision
• Retirement - We offer an impressive 403b plan including standard 3% employer contribution plus an additional 3% employer match.
• Flexible Spending Accounts
• Life Insurance - Company paid coverage that starts the first of the month following 6 months from your date of hire.

PERKS:

• Signing Bonus!
• No-cost licensure supervision for those pursuing clinical licensure.
• Federal and State Loan Forgiveness Program for qualifying Programs.
• Reimbursement of License/Certification application fee that is required for the position.
• Free Employee Assistance Program
• Staff Discounts at various FBH partners throughout Spokane!

Benefits described above are based on employees who hold .5 FTE positions or greater and/or some benefits vary based on FTE. PRN positions are not benefit eligible or eligible for a sign on bonus.