"Alerted.org

Supervisor of Access, Customer Service, and Reception

Job Details

Job Location

Livonia Clinic - Livonia, MI

Description

Position Summary

The Supervisor of Access, Customer Service, and Reception provides leadership, oversight, and coordination for front-line staff who serve as the first point of contact for clients and families at Starfish Family Services Behavioral Health clinics. This role is responsible for supervising the Access & Customer Service Specialists, Schedulers, and Receptionists, ensuring excellent customer service, efficient scheduling, accurate insurance verification, and compliance with agency and regulatory requirements.

The Supervisor is accountable for staff training, workflow development, client scheduling processes, and performance management, while fostering a culture of professionalism, collaboration, and service excellence. This position ensures that the access and clerical teams provide timely, accurate, and welcoming support to clients, clinicians, and community partners.

Education and Experience

+ Bachelor’s degree, Bachelor’s degree in Business Administration, Human Services, Healthcare Administration, or a related field preferred.

+ 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 community mental health (CMH) systems, Medicaid, and private insurance strongly preferred.

+ Experience with electronic health record (EHR) systems required.

Duties and 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.

Competencies and Abilities

+ 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.

Starfish Family Services is an Equal Opportunity Employer

EOE/M/F/D/V