BH Customer Service Supervisor

About the role

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.

Responsibilities

• Ensuring workforce members are trained and supported and demonstrate competencies to provide person-centered assistance and support.
• 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.
• Demonstrating 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.
• Working with the Manager-BH Support Services to establish staff schedules and ensure adequate staff coverage during business hours.
• 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.
• Assisting with the resolution of client and/or staff concerns/complaints.
• Making sure inventory of office and kitchen supplies is monitored and orders are submitted within budget as requested.
• Verifying accuracy, integrity, and legitimacy of submitted documents and scanning documents into charts.
• Distributing BH Department mail to appropriate staff/groups.
• Guiding and supporting CSRs through escalated/crisis engagements and responding to such as warranted.
• Managing all front-end support staff duties and serving as back-up as needed.
• Performing front end duties including but 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.
• Performing other duties as assigned to meet program needs.

Qualifications

• Bachelor's 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;
• At least one-year clinical experience in a community mental health setting;
• At least one year experience in training, supervision, and/or support.