Call Center Manager jobs in Franklin, TN

Kidlink Treatment Services’ network (a UHS company) of programs includes more than 50 specialized educational and residential behavioral treatment centers. Each center provides programming for children and adolescents who may have been unsuccessful in previous treatment settings.

Kidlink Treatment Services provides access to programs for male and female youth, including those with low cognitive functioning, severe emotional disturbance, sexually abusive behaviors, psychiatric disorders, or extreme anger or aggression issues.

This position is responsible for managing the employees and overseeing the activities in the KTS Call Center. This position will assign responsibilities to staff to ensure prompt response to customer needs and oversee the receiving, recording, disseminating, and tracking of referrals from markets assigned to the KidLink Network. This position will maintain the referral database so that cases are appropriately entered during the referral process from receipt of referral to the dissemination to appropriate facilities. Supports the development of new and ongoing service information while identifying barriers and providing solutions affecting referrals.

Provides direct supervision and development for assigned staff to ensure essential job duties and activities are successfully completed and support the mission to meet all departmental and company goals.

Serves as resource to staff in complex issues affecting referrals and admissions. Provides solutions to complex referral situations and trends data to maintain fair caseload distribution among staff.

Supports the development of new and ongoing service information while identifying barriers and providing solutions affecting referrals.

Provides leadership development for assigned staff including ongoing performance reviews and corrective actions where appropriate and manages employee relations situations within the department.

Monitors and maintains ongoing audit processes regarding immediate and timely responses to call and referral inquiries to ensure patient needs are begin met.

Provides real-time feedback and corrections to staff on the quality of the data entry for referrals to ensure continuous improvements to meet both departmental and company goals.

Supports the development of new and ongoing service information while identifying barriers and providing solutions with new admissions and final dispositions.

Provides appropriate correspondence to staff and customers when communicating activities relating to referrals being processed, admission case management, customer service issues and any other requested or sales related activity.

Oversees and provides support with insurance contracts (private, agency, state funded).

One of the nation’s largest and most respected providers of hospital and health services, Universal
Health Services, Inc. has built an impressive record of achievement and performance. Growing steadily
since its inception into an esteemed Fortune 500 corporation, annual revenues were $11.6 billion in
2020. In 2021, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; in
2020, ranked #281 on the Fortune 500; and listed #330 in Forbes ranking of U.S.’ Largest Public
Companies. Headquartered in King of Prussia, PA, UHS has 89,000 employees and through its
subsidiaries operates 26 acute care hospitals, 334 behavioral health facilities, 39 outpatient facilities and
ambulatory care access points, an insurance offering, a physician network and various related services
located in 38 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom. Career development opportunities across UHS and its 300 locations!

Bachelor's Degree required, Masters degree preferred.

Knowledge:

Strong knowledge of DSM-5/ICD-10 Diagnostic Codes and a background in behavioral health terminology and treatment modalities

Ability to multi-task and work independently, thinking outside the box in difficult situations

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment
opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and
as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of
individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual
orientation), genetic information, national origin, disability status, protected veteran status or any other
characteristic protected by federal, state or local laws.
We believe that diversity and inclusion among our teammates is critical to our success.

At UHS and all subsidiaries, our Human Resources departments and recruiters are here to help prospective
candidates with matching skill-set and experience with the best possible career at UHS and our subsidiaries. We
take pride in creating a highly efficient and best in class candidate experience. During the recruitment process, no
recruiter or employee will request financial or personal information (Social Security Number, credit card or bank
information, etc.) from you via email. The recruiters will not email you from a public webmail client like Hotmail,
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https://uhs.alertline.com or 1-800-852-3449