Lead Client Support Associate-3rd shift

Job Description

Job Description

Broad Statement of Responsibilities: 
The Client Support Associate Lead oversees the day-to-day operations of the client milieu and CSA team. The CSA lead collaborates extensively with clinicians, nursing staff, hospitality, case management, and other patient caregivers and staff to ensure delivery of quality care and coordination of services. They conduct shift changes and work closely with clinical and hospitality leadership to coordinate systems related to measuring attendance, reporting program outcomes, milieu activities and client satisfaction. The CSA lead works closely with the Sr. Director, Client Engagement Operations on special projects and communication to the CSA team and milieu. 

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to stand for 8+ hours
• Able to squat, bend, kneel, and lift 50 lbs
• Able to work with all departments at All Points North
• Extensive knowledge of KIPU EMR
• Time-management skills
• Capable of making good decisions
• Ability to handle pressure well
• Ability to deal with uncertainty

Education & Experience:

This position requires an appropriate level of education; however, a combination of relevant education and work experience will be considered. 

Prefer Bachelor’s Degree in Social or Human Services, Humanities or Psychology. 2+ years of experience working in clinical or hospitality settings with direct guest/client care, experience in clinical documentation systems. QMAP certification required. If not QMap Certified, must complete certification within first 45 days. 

Special Skills & Knowledge: Candidates should have the following skills and attributes: must be able to work and communicate well with people; be adaptable, and accept changes quickly and easily; be willing to address conflict appropriately. Basic computer skills are required with Microsoft Office Suite and web-based products knowledge a bonus. Knowledge of scheduling and ability to train individuals on applicable topics.  

Physical Requirements: The physical requirements described below 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.

• Routine mobility to include standing, stooping, bending, lifting, walking and running.  

• Regularly required to sit and work at a phone/computer work station  

• Able to stand for 8+ hours 

• Ability to squat, bend, kneel and lift up to 50 lbs 

Materials & Equipment: Office equipment, computer, copy machine, iPad and company computer programs

Essential Requirements:

• High moral and ethical values  

• Willingness to be open to learning and growing  

• Articulate, with interpersonal skills to work as an integral part of a team.  

• Appropriate interpersonal/personal boundaries  

• Maturity of judgment and behavior  

• Emotional Intelligence   

• Ability to remain flexible to accommodate changes in work schedule.  

• Adapts effectively to new situations. 

• Must possess a valid driver’s license, appropriate references, and transcript from an accredited university if position requires

Position Duties and Responsibilities include but are not limited to:

• Lead CSA will Complete and distribute the daily census and coordinate ongoing improvement of the census and related projects  

• Lead CSA works with schedulers to complete weekly schedules approving PTO for the team and ensuring proper coverage as designated by compliance levels. (DEB) 

• Lead CSA oversees designated shifts, client rounds, client checks, and room checks. 

• Audit documentation of all CSA staff on shift 

• The lead CSA will meet with new hires, set up training schedules, explain the training binder, and provide training to new CSAs on shift. 

• Lead CSA will ensure staff on their shift meet professional competencies and provide additional training if needed.  

• Produce timely and accurate information to communicate with other department heads regarding guest and departmental needs  

• The lead CSA will oversee the designation of the group attendance audit to ensure client participation throughout the day and assign clients for patient hour at the end of each day.  

• Works closely with the case management team to ensure coordination of case management tasks, including admissions and discharge. 

• Review and aggregate patient outcome and satisfaction data  

• Review & Ensure all EHR documentation is in KIPU and has been signed  

• Direct supervision of the CSA staff to ensure implementation of clinical policies and protocols during shift. 

• Use computer software to admit and discharge patients, coordinate follow-up appointments, and refer patients to specialists as needed  

• Delegate tasks to create efficient systems and workflows within the clinic  

• Engages in ongoing tasks to develop policies and enhance processes and procedures, including ongoing performance improvement for clinical tasks. 

• Collaborates extensively between departments to coordinate the completion of assigned performance improvement tasks  

• Works closely with leadership tasks on specialty projects as assigned  

• Ability to facilitate and document experiential groups 

We believe in investing in our team members with a comprehensive benefits package designed to support your wellbeing and future:

• Comprehensive Health Coverage: Medical, dental, and vision insurance to keep you and your family healthy
• Retirement Planning: 401(k) with employer matching to help you build long-term financial security
• Paid Time Off: Paid holidays, generous PTO, and sick time so you can rest, recharge, and handle life's needs
• Professional Development: Opportunities to enhance your skills and advance your career