Clerical and Front Desk Supervisor

Job Description

The CCBHC Clerical / Front Desk Supervisor provides day-to-day leadership and oversight of front desk and clerical operations supporting both CCBHC and non-CCBHC services. This role ensures consistent, accurate, and compliant front-end processes related to client access, registration, scheduling, documentation, and billing support. The Supervisor serves as a key liaison between clerical staff, clinical teams, billing, and leadership to ensure smooth clinic operations and timely access to care.

Supervision & Operations

- Supervise, train, onboard, and support clerical and front desk staff

- Assign and monitor daily work to ensure adequate coverage and service quality

- Provide performance feedback and support corrective action as needed

- Serve as first point of escalation for front desk, registration, or access issues

- Ensure professional, welcoming, and consistent front desk operations

Client Access, Scheduling & Registration

- Oversee client check-in/check-out and scheduling workflows

- Coordinate scheduling across providers, programs, and locations

- Support timely access to services, including urgent or same-day needs

- Monitor no-shows, cancellations, and access trends and support improvement efforts

- Ensure accurate entry and maintenance of client demographics, insurance, and required forms

EHR, Billing & Compliance Support

- Ensure accurate and timely use of the electronic health records system

- Support correct placement of clients in CCBHC vs. non-CCBHC programs

- Monitor front-end EHR queues and workflows to prevent billing or service delays

- Collaborate with Billing, Finance, IT, and leadership to resolve front-end issues

- Has an understanding of health insurance plans and MCO's

- Support audits, monitoring, and compliance with payer, Medicaid, and CCBHC requirements

- Administrative & Leadership Duties

- Maintain clerical procedures and desk guides

- Assist with reporting, operational metrics, and quality improvement initiatives

- Participate in meetings, training, and process improvement activities

- Perform other duties as assigned

- Required Qualifications

- High school diploma or GED

- 2–3 years of healthcare clerical or front desk experience

- Supervisory or lead experience preferred

- Strong organizational, communication, and problem-solving skills

- Ability to maintain confidentiality and comply with HIPAA

- Ability to pass background checks and drug screening

- Preferred Qualifications

- Behavioral health or community mental health experience

- Experience with CareLogic or similar EHR

- Knowledge of scheduling, insurance verification, or front-end billing

- Familiarity with Medicaid or CCBHC programs

- Work Environment & Expectations

- Clinic-based with regular interaction with staff and clients

- Schedule flexibility as needed to support operations

- Expected to model professionalism, accountability, and teamwork