Why Work For Us?

Workplace well-being is more important than ever. We are the winner of the 2018, 2019, 2020, and 2021 Best and Brightest Companies To Work For In The Nation. We have also won the 2020 Best Places to Work Award, Minneapolis/St. Paul Business Journal. Our employees benefit from a competitive benefits package that includes PTO, insurance (Medical, Dental, Vision, Life, STD, LTD), flexible schedules, a 401k program with company match, paid holidays, and profit sharing.

At R3 Continuum, we believe our differences don’t divide us but teach us. R3 Continuum eagerly embraces diversity and is a committed Equal Opportunity Employer to all qualified applicants, ensuring individuals will not be discriminated against based on race, color, religion, sex, gender identity or expression, sexual orientation, age, national origin, neurodiversity, disability, family status, military or veteran status, or any other protected classifications.

Join a company dedicated to helping people and organizations be more resilient and thrive.

Job Description

2nd shift - 2:00 pm - 11:30 pm (Eastern Time)

The Response Center Team Lead position is responsible for guiding and leading the Response Center team by

monitoring, prioritizing, and assigning department workload. The Team Lead works closely with the Response Center

Manager to ensure timely completion of all department tasks and support the needs of the Response Center team. The

Team Lead will promote the general image of the company in a positive and professional manner, work a minimum of 40-

hours per week, and remain flexible for coverage as needed, especially during times of large-scale events.

Essential Functions (In order of importance) Approximate % of time required

Team Lead, Response Center 75%

Response Coordinator 20%

Other 5%

Essential Functions

• Monitor and assign department workflow, assisting with all job functions as needed to ensure timely completion of department tasks
• Monitor group email, chat, and phone communications to ensure all incoming questions and issues from customers, providers, and internal staff are addressed
• Coordinate department lunch and break schedules in accordance with daily workload
• Support the coordination and oversight of complex and large cases
• Maintain a collaborative environment by emphasizing positivity and teamwork
• Assist with case discrepancy investigations and resolutions following feedback from DEM responses
• Assist with difficult or unusual situations as they arise, answer questions regarding process and procedure, and problem solve as needed
• Assist the Response Center Manager with special tasks and projects, delegating tasks as needed
• Communicate ongoing and unresolved issues to the next shift
• Assist with minor technology issues and individual stressors
• Provide feedback to manager regarding the individual and/or group performance
• Participate with presentations in staff meetings when requested
• Communicate frequently with manager to relay current needs and changes that may be required
• Initiate suggestions for improvements and identify need for additional training in targeted areas for individuals or group

Other Essential Functions

• Participates in department and company meetings, as requested
• Performs other duties as assigned
• Overtime/Additional Hours – There are times in which overtime/additional hours will be mandatory due to an increase in work and the need to meet turnaround time frames.
• Flexible Schedule – based on company need to accommodate 24/7 coverage; including but not limited to weekends, holidays, and on call rotation, as needed

• Ability to multi-task and adhere to deadlines when faced with multiple interruptions and sometimes stressful situations
• Can confidently establish priorities based on workload, focusing on attention to detail and accuracy
• Ability to analyze and problem-solve issues to identify areas of process improvement and increase efficiencies
• Able to work independently to handle and resolve problems on own, but also know when to collaborate with staff and be a team player
• Ability to assess the importance and relevance of information and effectively share to the appropriate persons
• Excellent oral and written communication skills to effectively communicate with clients, clinicians, vendors, and staff
• Basic understanding of R3c services
• Courteous and professional demeanor while demonstrating enthusiasm and commitment to company vision and mission
• Ability to maintain confidentiality utilizing HIPAA guidelines
• Advanced computer skills, including Microsoft Word and Excel and a willingness to learn new software programs
• Embodies the values of R3c

Education & Licensing

• Bachelor’s degree in a business or mental health field related field, preferred

Experience

• 1-2 years of experience as a Response Coordinator preferred
• 1-2 years of customer service experience preferred
• Experience in a behavioral health or medical field preferred

Employment contingent on a successful background check, reference checks, and signing a non-disclosure agreement.

R3 Continuum is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. For individuals with disabilities who would like to request an accommodation, please contact our Human Resources department at hr@r3c.com.