Clinical Manager/Team Lead - Home Office
Job Title: Clinical Manager/Team Lead- Home Office
Location: Chicago, IL
Work Hours: Full-time (based on a 37.5 hour work week)
Reports To: Sr Associate Director, Contact Center Operations
Who We Are:
The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia - by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.
At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,700 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.
We warmly invite qualified applicants to consider this opportunity to make a life changing impact on the millions living with Alzheimer’s, their caregivers and those that may be diagnosed with the disease in the future. Read on to learn more about the role, then visit our website www.alz.org to find out more about who we are and why we've been recognized as a Best Place to Work the last eleven years in a row.
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 team 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 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. While the Association is currently working remotely, upon a return to the office, this position will be based at the Home Office in Chicago. The work schedule will be Tuesday - Saturday 2:00pm-10:30pm Central time.
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.
- Master’s degree in social work, psychology, or counseling required
- 3-5 with 2 years supervisory/management
- Bilingual skills (English/Spanish) preferred
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
Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, tuition reimbursement, generous PTO as well as an annual Cultural & Heritage Day of their choosing , Caregiver Leave, Volunteer and School Visitation time off, paid holidays and a gold standard 401(k) retirement plan.
The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state or local law.