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Clinical Services Manager of Contact Center 

Location Greater Grand Rapids, Michigan Area  
Full-Time/Part-Time Full-Time  
Shift Various Shifts  

Position Summary:

Pine Rest is seeking an experienced Mental Health professional to join our Hospital Based Services Management team as a Clinical Service Manager of the Contact Center. The CSM of Contact Center coordinates all patient admissions and works directly with the Director of Contact Center, hospitals, community partners, families and other referral sources to ensure a seamless intake and disposition process. This position must demonstrate excellent customer service and have enthusiasm about the program and the Pine Rest organization. Qualified candidates must have flexibility to work occassional evening shifts and weekends if need be.

Principal Duties and Responsibilities:

  • Manage intake, triage, assessment and admission process.
  • Initiate interviewing and hiring of new staff to support Relationship Based Care Model in consultation with the Director of Contact Center.
  • Provide necessary staff counseling/corrective action in a fair, objective and timely manner in consultation with the Director of Contact Center and HR ensuring adherence to established Pine Rest.
  • Maintain open, fluid and supportive communications with staff and others through regularly scheduled meetings, participation in multi-disciplinary meetings and sharing outcomes with staff where appropriate, build and maintain employee morale and job fulfillment through ongoing daily communication and support, respect for others, consistency in communication, constructive performance improvement discussions and maintaining fairness and objectivity with others in a consistent, professional approach.
  • Management of Departmental resources through good stewardship in budgetary management.
  • Provides continual education and training for Contact Center Staff to achieve and enhance integrity of data, ease of access to care, quality of service, customer satisfaction, staff satisfaction and fulfillment, and financial outcomes.
  • Ensures job competencies performed and are measured (Tested), at least Bi-Annually, and, where deficiencies are noted, undertake supportive corrective measures to ensure staff outcomes meet or exceed performance standards within a specified period of time not to exceed 90 days.
  • Responsible and Accountable for working closely with all areas of the hospital and medical staff to achieve coordination and a positive collaborative environment focused on outcome improvement which meets or exceeds industry benchmarks (KPIs), efficiency, effectiveness and appropriate cost efficiencies.
  • Responsible for development, implementation, monitoring and fulfillment of operational goals. Individual plays a key role in achieving and enhancing KPIs (Key Performance Indicators), including cost to collect.
  • Review, assess and handle daily issues in a consistent and timely manner with focus on appropriate resolution and referring unresolvable problems/issues to the Director of Contact Center in a timely manner, after seeking resolution through their individual resources.
  • Provides day to day direction, guidance and support to Contact Center Staff in a positive, constructive, quality outcome oriented and results oriented manner which promotes harmony and proficiency.
  • Help expedite admissions process for all referrals, supervising the intake and evaluation process
  • Participate in meetings to alert appropriate staff members of projected admissions, room changes, discharges and appointments/tours.
  • Communicate special needs of new admissions to staff to ensure a smooth transition.
  • Develop and implement outreach and admission policy and procedure
  • Coordinate the application and admissions process for new patients including certification and authorization processes
  • Streamline the admission process for interviewing patients and families.
  • Manage and supervise contact center clinicians, support staff, and Safety Specialists.
  • Responsible to role model the mission and values of the organization, presenting a professional image that is projected in appearance, attitudes and behaviors, time management and communication skills. Provides spiritual, emotional, social, mental and physical support to patients.
  • Commitment to demonstrating Relationship Based Care in Hospital Based Services.
  • Must maintain annual training and demonstrate competency in the required programmatic training.
  • Performs other duties or functions as assigned.

Supervisory Responsibilities:

  • Manages Contact Center Clinicians, Support Staff, and Safety Specialists.
Position Requirements

Required/Desired Qualifications:

Education, Training, and Experience:

  • A Bachelor's Degree from a recognized college or university in Nursing is required.
  • Master’s degree or equivalent experience with major academic studies in nursing field preferred.
  • Minimum of three years direct clinical experience in psychiatric or mental health setting.
  • Licensed clinical or mental health professional with recent and relevant experience in a multi-site acute mental health hospital setting is strongly preferred.

Specific skills, knowledge, and abilities:

  • Ability to provide care/service within the scope of: Holding a conviction to express Christ’s love and compassion to recipients of services, coworkers, and surrounding communities through integrity, stewardship, empowerment, the promotion of diversity, and professional excellence.
  • Ability to provide cultural competent care with a wide range of individuals in a diverse community setting.
  • Must demonstrate strong leadership, communication and presentation skills and understand federal and state regulations for inpatient acute care and residential treatment
  • Working knowledge of psychiatric diagnoses, experience in clinical interviewing, patient assessment and treatment planning with external review organizations, Managed Care Organizations (MCOs) and third-party insurers is preferred
About the Organization Pine Rest is a nonprofit, free standing, behavioral health system founded in 1910 in Grand Rapids, Michigan. This comprehensive behavioral health center, coupled with the Pine Rest network of 18 outpatient clinics and satellite offices in Michigan and Iowa, provide individualized and group therapy for people of all ages and all levels of need. Pine Rest clinicians offer therapeutic services in behavioral health for people of all ages and all levels of need across the continuum of care within a Christian framework.

Pine Rest has a 198-bed inpatient hospital program with a 36-bed child and adolescent inpatient and a large partial hospital program for adolescents. Additionally, Pine Rest has many inpatient services for adults, including: four 22-bed adult inpatient units each designed for a different level of acuity, a 22-bed co-occurring substance use disorder adult inpatient unit, a large adult partial hospital program, and a 26-bed older adult inpatient unit.

The Pine Rest Community and Residential Services Division also provides a wide array of services. With over 220 residential beds across a variety of programs, including treatment for substance use disorders, homes for adults with intellectual and developmental disorders, adults with mental illness, and a program for youth aged 11-18 with extensive trauma histories focusing on trauma treatment and life skills programming.

The Pine Rest Behavioral Health Solutions Division partners with behavioral health and medical organizations to increase access to psychiatry services and to provide a continuum of behavioral health and telepsychiatry services throughout many communities across the State of Michigan.

Number of Openings 1  
EOE Statement Pine Rest Christian Mental Health Services an equal employment opportunity employer and complies with the following:

Executive Order 11246, as amended, prohibits employment discrimination based on race, color, religion, sex, sexual orientation, gender identity, or national origin, and requires affirmative action to ensure equality of opportunity in all aspects of employment.

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

Section 503 of the Rehabilitation Act of 1973, as amended, protects qualified individuals with disabilities
from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment. Disability discrimination includes not making reasonable accommodation to the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or employee, barring undue hardship to the employer. Section 503 also requires that Federal contractors take affirmative action to employ and advance in employment qualified individuals with disabilities at all levels of employment, including the executive level.

The Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended, 38 U.S.C. 4212, prohibits
employment discrimination against, and requires affirmative action to recruit, employ, and advance in
employment, disabled veterans, recently separated veterans (i.e., within three years of discharge or release from active duty), active duty wartime or campaign badge veterans, or Armed Forces service medal veterans.
Department None Specified 

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