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Crisis Services Support Staff Manager
Job Code:23-274-012
Campus/Location:Colonial Campus
FT/PT Status:Exempt
Work Hours:8:00 AM - 5:00 PM

Job Responsibilities:
1.Consistently serves as a positive role model to direct reports and contributes toward effective achievement of organizational objectives.

2. Regularly participates in interviews, hiring and discipline of assigned personnel. Supervises orientation of new employees and conducts meaningful appraisals in an ongoing and timely manner.

3. Competently learns all support work tasks that are done and shares in completing the daily workload to cover when others are absent.

4. Works with UM Department to address billing issues that may arise and require follow-up by CSU staff. Serves as interface between UM, clinical staff, providers, CSU managers, and patients.

5. Ensures that 100% of support staff are cross trained to perform all support staff functions including Baker Reporting Center, Seclusion/Restraint reporting, purchasing including maintaining office supplies and patient care items, MICE reporting, completion of ES Duty Roster, ensures adequate supply of forms, scans chart paperwork into the Electronic Health Records (EHR), ensures accuracy of the CSU Bedboard and Daily Census Report, audits charts for social security numbers, runs EHR reports for program managers to ensure chart compliance, provides QMR report to CSU managers and to the Quality Management Department.

6. Takes meeting minutes for the director and for other staff meetings.

7. Backs up the Baker Act Coordinator in all functions of the job including using the State of Florida Filing Portal; timely and proactive email communication with the court; coordinates filing of petitions internally, and on behalf of hospitals and other agencies that utilize the FS 394 petition process (e.g. Assisted Outpatient Treatment). Ensures that the other support staff are cross trained as well in the Baker Act Coordinator duties.

8. Oversees as well as participates in chart audits as per scheduled routine to ensure compliance with chart standards and according to Baker Act laws and regulations and CARF.

9. Routinely demonstrates a commitment to service excellence and quality improvement.

10. Ensures continuous lobby coverage by support staff.

11. Ensures weekend support staff are scheduled to cover weekend unit needs.

12. Assists staff in answering phones and ensures overall efficient and organized channels for unit staff to receive calls from families and others that need information about patient care. The manager trouble-shoots problem prone areas of phone calls to ensure timely responses from staff to answer calls immediately whenever possible and that staff routinely call back callers when callers leave messages.

13. Effectively coaches and teaches employees how to communicate their needs.

14. Reliably supports team/employees in the area of listening to concerns and suggestions and by providing follow-up and feedback in a timely manner.

15. Successfully grows and matures the support staff team and supervise all aspects of assigned staff functioning including, but not limited to: Scheduling, planning, customer service, policies/procedure, CFBHN data entry and program staff meetings.

16. Accurately gathers statistical data for Crisis Services programs for benchmarking and trending.

17. Continuously ensures that all data entry and reports are completed within timeframes allotted.

18. Carefully monitors the expenditures related to specific budget items and reports the status to Director.

19. Reliably manages petty cash.

20. Constantly maintains compliance with staff development training requirements and ensures the same for employees that report to this position.

21. Participates in CSU and Agency-wide leadership teams by attending meetings, reporting on progress, serving as a positive role model to subordinates and contributing toward the effective achievement of organizational objectives. Likewise, ensures that the support staff receives relevant policy and other information updates.

22. Routinely demonstrates a sound understanding of and commitment to complying with CARF standards for Crisis Services Programs.

23. Demonstrates a deep understanding and respect for cultural competence and sensitivity when interacting with employees, consumers of SalusCare services, visitors, vendors and similar persons.

24. Continuously maintains competency with agency clinical electronic health record and use it effectively within required time.

25. Successfully completes other related duties as assigned by Director.

Job Qualifications:
Requires a Bachelor’s Degree in a Human Services or Legal Field plus 1 year of clerical experience (preferably in a hospital/acute care environment) – OR- a H.S. Diploma (or equivalent) and a minimum of 3 years clerical experience as described above. Requires a minimum of 1 year of demonstrated leadership experience which may be concurrent with clerical experience. Must be able to type 40cwpm. Requires the ability to attain competence with company electronic health record and use it effectively within required timeframes. Requires a strong working knowledge of MS Word, Outlook and Excel. Excellent organization, communication, and customer service skills required. Exceptional reliability, dependability and multi-tasking skills are also required. Must maintain FL driver’s license, current automobile insurance, a good driving history and the ability to travel independently. Must be able to effectively relate to and communicate with individuals from diverse cultures and backgrounds with respect and professionalism.