Client Service Supervisor 

Senior PsychCare • Houston, TX

96d

About The Position

The Referral & Support Services Team Lead, under the direction of the Revenue Cycle Manager, is responsible for leading and supporting the day-to-day operations of the referral and support services team. This role ensures timely and accurate intake, processing, and transmission of patient and client data within both the organizations and clients’ EMR systems. The Team Lead also plays a key role in training, process improvement, and communication across departments to maintain efficient, standardized workflows and exceptional client service.

Requirements

• Strong leadership and communication skills.
• Experience with EMR systems and Revenue Cycle processes.
• High attention to detail and organizational skills.
• Ability to train, coach, and support staff effectively.
• Strong problem-solving and customer service orientation.

Responsibilities

• Build and maintain strong relationships with both providers and facility clients to ensure seamless communication, prompt issue resolution, and improved client satisfaction.
• Monitor newly onboarded facilities to identify those that have not yet submitted patient referrals. Proactively engage with facility contacts to generate referral opportunities, assess any potential barriers, and provide solutions to support the referral process.
• Collaborate with providers to leverage their on-site presence at facilities to obtain missing documentation and insurance information, ensuring timely and accurate processing of patient referrals.
• Leverage BI reporting tools and provider scheduling data to proactively identify contracted facilities that may benefit from additional support. Engage with clients to assess the status of service delivery and communicate relevant insights to regional leadership and upper management for strategic planning.
• Assist marketing with referral and Support service implementation process for new clients, ensuring seamless and efficient onboarding experience.
• Identify and implement Referral and Support process improvements that make current and future onboarding more scalable, efficient, and client-friendly.
• Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement; partners with clients to co-create and deliver enhanced or new services and solutions.
• Develop and maintain training materials to educate providers and technicians on referral and support service procedures relevant to their roles. Conduct monthly virtual training sessions for new hires and provide ongoing education for current staff to ensure compliance, clarity, and continuous support.
• Create and maintain documentation including implementation plans, training, meeting recaps, and client-facing materials for Support Services and Referrals.
• Handle escalated client issues, working with cross-functional teams to resolve problems and escalate to the Management when necessary.
• Partner closely with the Marketing and Operational team to ensure client perspectives and pain points regarding referrals and provider documentation are incorporated into the roadmap and that enhancements are communicated and demonstrated to the client, clearly showing the value they bring to their specific use cases.
• Assist in overseeing daily operations of the referral and support services team, including supervision of Patient Care Coordinators.
• Provide training, mentorship, and ongoing support to new and existing staff.
• Orient and onboard new team members, ensuring familiarity with departmental procedures, policies, and expectations.
• Provide written and verbal feedback to staff and trainees as needed.
• Assist with the development, implementation, and maintenance of standardized procedures, workflows, and training materials.
• Assist with creating and/or maintaining current procedure manuals, forms, and documentation relevant to the referral and support functions.
• Ensure all processes support timely and accurate referral handling and EMR data uploads/downloads.
• Prioritize referrals and data uploads based on urgency and ensure prompt resolution or escalation of issues when needed.
• Maintain a high level of accuracy in patient data collection and EMR entry; ensure all necessary follow-up actions are taken.
• Support the development and use of reporting tools (e.g., BI reports) to track performance, identify trends, and recommend improvements.
• Monitor the use and accuracy of the Support Services upload/download list, collaborating with providers, technicians, and regional staff to resolve any delays in patient data delivery.
• Identify and communicate opportunities for operational efficiency, system enhancement, and service improvement.
• Participate in department meetings, orientations, and remain informed about policy updates and system changes.
• Assist in problem-solving issues related to incomplete referrals, missing information, or provider-related concerns.
• Provide coverage for Patient Care Coordinators during absences or as needed.
• Perform duties outlined in the Patient Care Coordinator job description when necessary.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time