The BH Customer Service Supervisor oversees assigned customer service representative team in serving individuals enrolled in behavioral health services. This position will serve as the Customer Service expert for individuals served by the Customer Service Representative teams. The BH Customer Service Supervisor is responsible for ensuring workforce members are trained and supported and demonstrate competencies to provide person-centered assistance and support. This role requires consistency in leading and adhering to policies, procedures, and processes in a constantly changing and busy environment with accuracy, attention to details, flexibility, initiative and a proactive approach to duties and responsibilities while working with the individuals in services, clinical teams, and workforce members. The supervisor must demonstrate a positive attitude, considerable latitude for independent judgment, professional ethics under limited supervision, and appearance and conduct in alignment with the LifePath Code of Conduct. All interactions with individuals in services and other LifePath staff are conducted in a person-centered and trauma-informed approach. The position will work closely with BH leadership to establish and implement workflows and processes to ensure consistency and accuracy of services provided across the Customer Service teams. Under the direction of the Manager—BH Support Services, the BH Customer Service Supervisor works closely with division leadership to ensure integrity of customer support services and provides division-wide guidance for changes and process improvement. This position, in collaboration with the Manager – BH Support Services will ensure all positions are filled, center-required trainings for self and assigned team are completed, personnel actions are reviewed and addressed in a timely manner according to Policy and Procedure, and timesheets and PTO are approved.
The BH Customer Service Supervisor responsibilities include but are not limited to:
- Working with the Manager-BH Support Services to establish staff schedules and ensure adequate staff coverage during business hours.
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Training new Clinic and Intake CSR’ and/or Call Center CSRs.
- Posting payments, balancing cash drawers daily, and submitting reports to BH Manager-Support Services.
- Generating/sending links for remote and in-house provider telehealth appointments as needed
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Assisting with the resolution of client and/or staff concerns/complaints.
- Monitoring inventory of office and kitchen supplies and submitting orders within budget as requested.
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Verifying accuracy, integrity, and legitimacy of submitted documents and scanning documents into charts.
- Distributing BH Department mail to appropriate staff/groups.
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Guiding and supporting CSRs through escalated/crisis engagements and responding to such as warranted.
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Managing all front-end support staff duties and serving as back-up as needed. Front end duties include but are not limited to: Incoming/outgoing calls, front desk check-in/-out, collection of client payments, scheduling appointments, responding to CSR email requests, providing, data entry, providing documents to individuals as requested via secured email, assisting with completion of various requests such as Medical Records, Release of Information, and Change of Provider, completing CSR intake process duties.
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Performing other duties as assigned to meet program needs.
Education, Training, & Experience (including licensure & certification)
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Bachelors degree with at least 3 years experience working in a medical office, agency, or hospital with knowledge of scheduling, data entry, and general office management experience in general office duties;
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At least one-year clinical experience in a community mental health setting;
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At least one year experience in training, supervision, and/or support.
Knowledge, Skills, & Abilities
- Must be professional and knowledgeable of customer service skills.
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Ability to respond to individuals with patience, empathy, and understanding.
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Excellent verbal and written communication skills.
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Skill in the operation of computers and applicable computer software.
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Ability to organize one’s time and prioritize responsibilities.
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Ability to work with multi-disciplinary teams/departments.
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Flexible and willing to handle a variety of tasks.
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Ability to think clearly and logically.
