Unit Support Team Leader

Position Summary:

This position exists to assist and fill in for the Manager of Support Services. This position will also fill in for other Supportive Services employees during breaks, absences, and vacancies. This person must be able to communicate with clients, visitors, vendors, and other staff members in a professional, courteous manner. The general tasks include overseeing the day-to-day operations of the Support Services Department with an emphasis on customer service.

 

Key Responsibilities:

• Assists in overseeing the current software system to ensure that customers receive reminders for appointments with adequate time to confirm or cancel.
  • Assists in the downloading of reports from EHR and uploading to the current software system in accordance with the predetermined schedule.
  • Assists in overseeing the reporting from the current software system. Confirms that front desk staff receives those reports with adequate time to update staff schedules and fill any vacant appointment slots.
  • Enforces the TCN Non-Confirmation Policy for all assessment appointments.
• Monitors to ensure that Support Staff expectations are met and works with the Manager of Support Services to create and implement an improvement plan if the expectations are not being met:
  • Greets and assists all clients and visitors using professional, pleasant, and efficient conduct.
  • Checking in clients and verifying Client Demographic, Documentation, and Insurance information to a degree of 100% accuracy.
  • Collecting client payments; and entering the payments into the computer software application, including the client ID number to a degree of 100% accuracy. Provides receipt to client. Drops money bag into the locked safe before leaving.
  • Notifies clinicians immediately upon the arrival of appointments to a degree of 100% accuracy.
  • Creates and implements plans to improve Customer service.
  • Maintains a Customer Satisfaction Survey rating of 4 and above each quarter for customer service.
• Enters and monitors all Clinician schedules in Carelogic:
  • Creates and updates templates to ensure that appointment schedules are at a degree of 100% accuracy.
  • Reviews schedules regularly to assist clinicians with productivity and keeping appointment blocks filled.
  • Assists clinicians with blocking off times for meetings, trainings, and all schedule changes as approved by their supervisor.
• Reviews, approves, and coordinates coverage for assigned Support Staff Members. Assists in coordinating coverage for all other Support Staff Members and Call Center Team.
  • Reviews and approves Quarterly Flex Schedule requests and ensures all assigned Support areas are appropriately staffed.
  • Approves timecards biweekly following schedule put out by Payroll/HR.
• Assists in managing client complaints to ensure satisfactory customer service.
  • Coordinates rescheduling of appointments when there is a concern with the current scheduling.
  • Meets with individual support staff when the complaint is related to customer service.
  • Gathers information when the complaint is related to clinical care and works with the corporate compliance officer and department manager to resolve the complaint.
• Assist Manager of Support Services with individual staff supervision.
• Meets with assigned front desk staff monthly to review concerns, procedures, and reports such as Client Satisfaction Surveys and CQI measures.
• Assists in meeting with other Support Staff Members and Call Center Team monthly review concerns, procedures, and reports such as Client Satisfaction Surveys and CQI measures.
• Meets with Unit Managers to address any departmental complaints.
• Perform annual performance review of team members.
• Participate in Leadership meetings and Project Implementation Teams (PIT) as assigned.
• Work with the full Support Services Leadership team to identify budget items and submit to Chief Administrative Officer for review and submission to Senior Administration/Budget Committee.
• Ensures staff carry out their assigned job responsibilities.
• Has no unexcused absence from assigned meetings and trainings.
• Responds to tasks assigned by supervisors in a timely manner and meets all stated deadlines.
• Maintains agency-required annual training including, but not limited to, client rights and grievances, safety training, infection control, and others as required by OHMAS.
• Remains free from citations by other providers or by consumers for unethical practice and meets standards for own profession.
• Adheres to all organizational and departmental policies, including compliance with all behavioral and ethical expectations.
• Demonstrates and supports the company core values TCN C.A.R.E.S. “Commitment, Accountability, Respect, Empathy, Service.”
• Adheres to all organizational and departmental policies, complying with all behavioral and ethical expectations.
• Completes all agency-required training, including client rights and grievances, safety training, infection control, etc.
• Other job duties as assigned

Minimum Qualifications:

• Education: High School Diploma or Equivalent
• Experience: Minimum of two years of experience in a front office setting or related field preferred.
• Other: Demonstrated data entry skills; name recognition skills; number recognition skills; excellent customer service skills.

Knowledge, Skills, & Abilities:

Knowledge of: Safety rules and procedures, Agency policy and procedures, Serviced areas and resources, documentation requirements.

Skills:

• Computer literacy, name and number recognition, project management, interpersonal skills, customer service, data analysis. Capacity to perform duties effectively under potential emotional stress and conflict situations.
• Proficiency in utilizing basic computer skills and office equipment for documentation and communication purposes.
• Practice of a client-focused approach, demonstrating active listening skills, reading comprehension, critical thinking, and leadership abilities.

Abilities:

• Lifting to 25 pounds, use of computer keyboard for data entry, sitting for periods of time, bending, stooping, reaching, ability to communicate information clearly.