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Starfish Family Services · 1 day ago

Supervisor of Access, Customer Service, and Reception

Livonia Clinic - Livonia, MI 48152

Full-time

Onsite

Mid, Senior Level

2+ years exp

Starfish Family Services is a behavioral health organization seeking a Supervisor of Access, Customer Service, and Reception. This role involves leading and coordinating front-line staff to ensure efficient client service, scheduling, and compliance with regulations.

CommunitiesFamilyHealth CareNon Profit

H1B Sponsor Likely

Responsibilities

Supervise, coach, and evaluate Access & Customer Service Specialists and Clerical and Reception staff, ensuring quality service delivery and adherence to agency policies

Oversee scheduling, intake/access, insurance verification, and client registration processes to ensure accuracy, timeliness, and client satisfaction

Monitor workload distribution and adjust assignments to maintain efficiency and balance across sites

Serve as a point of escalation for client concerns, special circumstances, and complex scheduling or access issues

Train new staff and provide ongoing professional development opportunities to ensure competency in customer service, compliance, and technical systems

Ensure compliance with HIPAA, Medicaid/Medicare, DHS requirements, and other regulatory standards

Monitor and ensure timely reconciliation of payments, authorizations, and insurance verification activities

Collaborate with clinicians, program supervisors, and leadership to improve access workflows and remove barriers to care

Track, analyze, and report on key performance indicators (KPIs), including call response time, scheduling turnaround, and client satisfaction

Implement quality assurance measures, including audits of documentation, intake accuracy, and customer service standards

Lead marketing or outreach activities related to promoting services and increasing referrals as assigned

Ensure appropriate coverage for reception and access functions across all clinic sites, including Saturday rotation

Participate in leadership meetings, represent the access/reception team, and communicate updates effectively to staff

Oversees the records request process and ensures the process complies with all HIPAA and internal requirements

Oversees the process for scheduling of clients, including roster reports and documentation within the client's electronic record

Maintains and evaluates the clerical schedule to ensure all shifts and locations are adequately covered

Refines clerical systems and/or forms as appropriate to ensure maximum efficiency and effectiveness

Assumes duties and administrative support as needed

Perform other related duties as assigned

Qualification

Behavioral health knowledgeEHR systemsLeadershipInsurance verificationCustomer serviceSupervisory experienceMicrosoft Office SuiteInterpersonal skillsOrganizational skills

Required

Minimum of two years of experience in a behavioral health, medical office, or related customer service setting required

Minimum of one year of supervisory experience required

Experience with electronic health record (EHR) systems required

Strong leadership and team management skills, with the ability to inspire, coach, and hold staff accountable

Deep understanding of behavioral health programs, eligibility requirements, and the continuum of care

Knowledge of Medicaid, Medicare, and private insurance billing processes

Ability to analyze and resolve complex problems while balancing client needs and operational demands

Excellent organizational skills and ability to manage multiple priorities in a fast-paced environment

Exceptional interpersonal and communication skills, with a professional and welcoming demeanor

High level of technical proficiency, including Microsoft Office Suite and EHR platforms

Commitment to equity, inclusion, and culturally responsive service delivery

Knowledge of supervisory principles and practices, including personnel and systems management

Excellent organizational skills, with the ability to manage multiple priorities in a fast-paced environment

Strong interpersonal and communication skills, with the ability to work cooperatively with staff, colleagues, and external partners

Ability to analyze problems, implement solutions, and make decisions independently

Preferred

Bachelor's degree in Business Administration, Human Services, Healthcare Administration, or a related field preferred

Experience with community mental health (CMH) systems, Medicaid, and private insurance strongly preferred

Company

Starfish Family Services

Starfish Family Services works for welfare of children and families and offers services like education, healthcare, and others.

Founded in 1963

Redford, Michigan, USA

201-500 employees

https://www.starfishfamilyservices.org/

H1B Sponsorship

Starfish Family Services has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (1)