• Manage and prioritize a shared team queue, ensuring all client requests and issues are addressed accurately and within established timeframes • Handle a wide range of plan sponsor, advisor, and TPA requests from basic to complex- including plan-level changes and reconciliations • Take full ownership of each case from intake through resolution, ensuring all activities, updates, and issues are handled accurately and on time, with proactive identification and escalation of risks or gaps • Deliver a high level of service through responsive, clear, and solution-oriented communication • Collaborate with internal teams to resolve issues efficiently and ensure a seamless experience for clients • Participate in a structured phone schedule, handling inbound and outbound calls to support client needs and team service levels • Review client data for accuracy and maintain strict adherence to confidentiality and PII security standards • Demonstrate efficiency and flexibility in overseeing detailed processes within a fast-paced, high-volume environment with shifting priorities • Support team coverage needs, including assisting during high-volume periods and cross-functional tasks as needed • Participate in team meetings, training, and ongoing professional development • Maintain a professional demeanor and collaborate effectively with peers and leadership • Perform other duties as assigned

• Assign work responsibilities through global knowledge of operational functions to ensure flawless execution • Manage large ongoing projects composed of several smaller projects/jobs • Participate in Start of Work Meetings as assigned • Review estimates and budget to manage change • Hold meetings to review performance issues/concerns • Interface with internal customers to clarify project/job expectations • Provide project/job status, concerns, or risks • Create detailed work instructions/business guidelines • Audit various forms as requested by clients • Plan daily, weekly, monthly requirements for projects • Identify requests outside day-to-day activity that require change • Suggest process improvements individually or through focus groups • Follow up on project/job status with departments • Ensure a clean, organized, and safe work environment • Assist in training of team members as required

Collaborate with various business units to resolve accumulator issues, analyze errors for process improvement, and respond to member inquiries while documenting resolutions and participating in status meetings to enhance healthcare delivery.

Title: Crisis Services Shift Lead Location: United States 23-27 per hour Hourly Full Time Full Benefits- Medical, Dental, Vision, FSA, Retirement with Match upon hire, Generous Leave (vacation, personal days and sick), Tuition Reimbursement, and more! Job Description: For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging. SUMMARY STATEMENT OF POSITION: The Shift Lead provides real-time operational oversight and support during assigned shifts across voice, chat, and text crisis services. The Shift Lead ensures smooth shift execution by supporting Crisis Workers with escalations, service delivery questions, and system or process issues. The Shift Lead is responsible for monitoring service levels, responding to fluctuations in volume, and helping coordinate coverage during high-demand or surge periods to ensure continuity of care. This position provides in-the-moment guidance, facilitates clear communication across teams, and collaborates with Coaches and Quality Assurance Managers to uphold service standards and operational excellence. WHAT WE OFFER: - Meaningful Work: Make a real difference in the lives of others. - Competitive Salary: $23 - $27 per hour - Comprehensive Benefits: Medical, Dental, Vision, FSA, 403b Retirement plan with match; 12 paid holidays; PTO and sick time; birthday leave; employee assistance program; tuition reimbursement. - Fully Remote - Supportive Environment: Join a dedicated team committed to providing high-quality care. SCHEDULE & LOCATION: - Shifts available: Mornings and afternoons - Remote PRIMARY DUTIES: - Provide real-time operational oversight and support to Crisis Workers during assigned shifts, ensuring continuity of service delivery. - Respond to shift-level inquiries, process questions, and call/chat escalations in accordance with policy, procedure, and ethical guidelines. - Monitor staff presence, attendance, and coverage in real time, alerting Coaches or Workforce Analysts to any critical issues. - Support coordination of shift huddles and facilitate timely communication of updates or changes during the shift. - Assist with operational documentation and logging for shift-related events or urgent issues as needed. - Serve as a liaison to Coaches for matters requiring performance follow-up, training reinforcement, or formal debrief. - Model professionalism, ethical conduct, and trauma-informed care practices while maintaining a calm and supportive presence on shift. - Participate in ongoing training and development to stay current with protocols, systems, and crisis intervention best practices. - Provide call, chat, or text coverage as needed to ensure optimal capacity to serve those in crisis. - Perform other duties as assigned to support the effective operation of HopeLink's 24/7/365 Crisis Services program. ESSENTIAL COMPETENCIES: - Demonstrated ability to perform active and reflective listening skills, risk and safety assessment, and follow established rescue protocols across voice, chat, and text services. - Knowledgeable of crisis intervention best practices and ethical standards - Strong ability to oversee crisis contact center operations, manage shifts, and make sound decisions under pressure. - Subject matter expertise in 988 Suicide and Crisis Lifeline SOP and Network Agreement - Proficient in quality assurance and reinforcing training in real time. - Excellent communication and collaboration skills to build trust and align with leadership goals. - Demonstrated ability for distress tolerance. Flexible and resilient in a 24/7/365 setting, modeling professionalism, self-care, and continuous learning. QUALIFICATIONS: - A minimum of 18 months of direct crisis contact center experience. - Bachelor's in social work, psychology, or human services preferred. - Strong knowledge of risk assessment, trauma-informed care, and de-escalation techniques. - Flexible and resilient in a 24/7/365 environment, modeling self-care and continuous growth. NOTE: Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. This position's work schedule is dependent upon contact center needs. HopeLink will provide consistency in shift time and duration, but specific days of the week are not guaranteed. Shift Leads will be scheduled on weekends and holidays. The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position. Ready to Join Our Mission? If you're passionate about helping people achieve mental wellness, we encourage you to apply! HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion. 'Where Hope Meets Help.' We are unable to hire in the following states: California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming