Supervisor, Children's Services Support Staff

Description

 As a recognized leader in our field, The Guidance Center provides a broad range of services that have helped children, adults and families unlock potential and build better lives since 1958. With 25 programs we offer treatment, prevention, growth and education services to more than 15,000 people annually. The Guidance Center is an equal opportunity employer and is committed to creating an inclusive, welcoming place for everyone. Creating a culture in which we embrace diversity, equity and inclusion and strive to dismantle oppression is critical to our mission to: Nurture development. Foster resilience. Cultivate well-being. 

The Children’s Support Staff Supervisor will be responsible to oversee the operational and administrative functioning of all support staff working in Children's Services (CBH/COP/IDD/IECMH units). Responsibility includes the general oversight of all clerical, receptionist, file management, tracking and appointment scheduling, collection and reconciliation of client payments for the Children’s Services units. Some evening and/or weekend hours may be required based on program needs.

SPECIFIC RESPONSIBILITIES

1. Recruit, interview, and make recommendations regarding the hiring, promotion and termination of support staff;
2. On-board, train and provide clear expectations for staff performance;
3. Establish, approve and adjust work schedules as necessary to ensure unit coverage and to meet the needs of the department;
4. Determine, prioritize and delegate work assignments;
5. Provide and maintain a record of supervision, performance monitoring and evaluation of support staff;
6. Provide staff coaching and administer disciplinary action as required
7. Conduct and maintain a record of regular staff meetings;
8. Respond to staff complaints and grievances;
9. Maintain a safe, welcoming and trauma-informed environment for clients, families and visitors, model and promote a high standard of customer service;
10. Monitor and maintain staff compliance with established HIPAA and confidentiality standards;
11. Oversee the operation of CBH/COP/IDD/IECMH front desk reception and phone support protocols, including verification of client identification, address, email, phone and insurance information, the collection and financial reconciliation of client co-pays and deductibles, reminder phone calls for client intakes, hospital discharge and doctor appointments, assistance with the CEHR client portal, Medicaid Spend Downs, client surveys, etc.;
12. Oversee the collaboration of support staff with Central/Intake, welcoming new and returning clients, preparing intake and annual documentation packets, scanning client identification, insurance cards and other necessary documents to the EHR, and sending new admissions/openings to EHR Support;
13. Oversee the management of CBH/COP/IDD/IECMH file room protocols, including scanning and uploading documents to the EHR, faxing, mailing and filing hard copy documents as required;
14. Coordinate office supply orders for all CBH/COP/IDD/IECMH units;
15. Attend and participate in supervisory meetings as directed;
16. Collaborate with CBH/COP/IDD/IECMH leaders and program staff to facilitate the delivery of consistent, safe, high-quality care, efficiency and client satisfaction;
17. Work in conjunction with inter-departmental groups and to ensure smooth and consistent administration of all programs and services;
18. Complete program and position-specific training as directed;
19. Abide by all policies and procedures of The Guidance Center and follow the mission and values of the agency;
20. Other duties as assigned.

Requirements

• Experience in medical and/or office setting is highly preferred. 
• Must have a minimum of a High School Diploma or G.E.D with a minimum of 3 years clerical/reception experience. 
• Proficiency in a variety of computer programs, especially word processing software, and dedicated software systems.
• Experience with electronic medical records is preferred. 
• Additional requirements are good written and verbal communication skills as well as having the ability to be organized, creative, flexible, and provide, non-judgmental, culturally competent, and provide unconditional care. 
• Individual must be highly organized and demonstrate competence in providing exceptional customer service to consumers, their families and other visitors in a variety of situations. 
• Must demonstrate the ability to work with staff and leaders to manage crisis situations. 
• Must have a valid driver’s license and a favorable driving record