About the Role
Title: Clinical Team Lead
Location: Chicago United States
Job Category: Programs
Requisition Number: CLINI002410
Full-Time
- Remote
- LocationsShowing 1 locationChicago, IL- Remote
Chicago, IL 60601, USA
Job Description:
The Clinical Manager/Team Lead is part of a supportive and passionate team that represents a variety of perspectives and professional backgrounds. This position is one of a total of 11 Team Leads who assist in the management of day-to-day operations, people, processes, technology and resources within the Alzheimer’s Association 24/7 Helpline (Contact Center). The manager /team lead is directly responsible for staff supervision, coaching, development, quality monitoring, and management of real time call volume, staffing, and questions from staff about interactions. Training will be provided on the Clinical Manager/Team Lead position and responsibilities as well as on the positions this individual will directly supervise. Part of this training will be on the Solution Focused Brief Therapy model. This position reports to the Senior Associate Director, Contact Center Operations. This position is US remote with untraditional work hours. The schedule will be Tuesday through Saturday 2:00p-10:30p CT and will include on-call schedule as well as working some holidays. Responsibilities Essential functions and responsibilities include, but are not limited to:
Manage daily activities of the Contact Center to ensure staff and constituents are supported in the 24/7 environment. Supervise, develop, and monitor staff by providing individual coaching and group learning opportunities to further improve staff skills, quality and performance. Provide staff clinical consultation for complex cases; assist staff in the development of active listening, assessment, triage and problem solving skills; foster growth of clinical staff within the Solution Focused Brief Therapy model. Assure quality interactions with customers; Coordinate customer service with the chapters including addressing questions, problems and other issues. Collaborate with Contact Center Management and Support Team and Senior Agents to provide consistent messaging and support to all staff. Other special projects and duties as assigned.
Qualifications
Required Education: Master’s degree in social work, psychology, or counseling required Required Years of Experience: 3-5 with 2 years supervisory/management
Knowledge, Skills and Abilities
Demonstrated experience in successfully assessing the needs of a constituent, providing interventions or guidance, and collaborating throughout the process working towards next steps. Demonstrated experience consulting on constituent situations involving safety concerns or crisis situations. Ability to manage and support staff efficiently and effectively while also being sensitive to their needs, encouraging their success. Ability to prioritize and organize competing tasks and ask for support when needed. Strong customer service skills exhibiting empathy, positive language, and effective listening. Ability to critically think through situations or issues that arise in order to make informed recommendations. Proficiency with software systems and technology Bilingual skills (English/Spanish) preferred
Team Leads are on-call for two weeks at a time, 2-3 times per calendar year. Clinical Team Leads also assist with clinical backup during Non-Clinical Team Lead on-call.