Lead Client Support Associate-3rd shift

All Points North•Edwards, CO

About The Position

The Lead Client Support Associate oversees day-to-day operations of the client milieu and Client Support Associate (CSA) team. The role collaborates with clinicians, nursing staff, hospitality, case management, and other caregivers and staff to coordinate services and support quality care. The lead conducts shift changes and works with clinical and hospitality leadership on systems for tracking attendance, reporting program outcomes, managing milieu activities, and measuring client satisfaction. The position also works with the Senior Director of Client Engagement Operations on special projects and communications to the CSA team and milieu. The Lead CSA supervises CSA staff during designated shifts and supports consistent implementation of clinical policies and protocols. The role coordinates schedules and coverage, client rounds and checks, room checks, documentation, group attendance, and patient-hour assignments. It also supports onboarding and training, coordinates client admissions, discharges, and follow-up needs, and contributes to performance improvement, policy development, and process enhancement.

Requirements

At least 2 years of experience working in clinical or hospitality settings with direct guest or client care.
Experience with clinical documentation systems.
QMAP certification is required; candidates who are not QMAP-certified must complete certification within the first 45 days.
Extensive knowledge of the KIPU EMR.
Time-management skills and the ability to make sound decisions, handle pressure, and deal with uncertainty.
Ability to work and communicate well with people, adapt quickly to change, and address conflict appropriately.
Basic computer skills; knowledge of Microsoft Office Suite and web-based products is required or relevant, with web-based product knowledge noted as a bonus.
Knowledge of scheduling and ability to train individuals on applicable topics.
High moral and ethical values; willingness to learn and grow; articulate interpersonal skills; appropriate personal boundaries; maturity of judgment and behavior; emotional intelligence; and flexibility in response to changing situations and work schedules.
Ability to work with all departments at All Points North.
Valid driver's license, appropriate references, and an accredited university transcript if required by the position.
Ability to stand for 8 or more hours; squat, bend, kneel, and lift up to 50 pounds; and perform routine mobility including standing, stooping, lifting, walking, and running.
Regularly sit and work at a phone/computer workstation.

Nice To Haves

Bachelor’s degree in Social or Human Services, Humanities, or Psychology is preferred.

Responsibilities

Complete and distribute the daily census and coordinate ongoing improvements to the census and related projects.
Work with schedulers to complete weekly schedules, approve team PTO, and ensure appropriate coverage according to designated compliance levels.
Oversee designated shifts, client rounds, client checks, and room checks.
Audit documentation completed by CSA staff on shift.
Meet with new hires, establish training schedules, explain the training binder, and train new CSAs on shift.
Ensure staff meet professional competencies and provide additional training when needed.
Communicate timely and accurate information to other department heads about guest and departmental needs.
Oversee group attendance audits to support client participation and assign clients for patient hour at the end of each day.
Coordinate case management tasks with the case management team, including admissions and discharges.
Review and aggregate patient outcome and satisfaction data.
Ensure all EHR documentation is entered in KIPU and signed.
Directly supervise CSA staff to ensure clinical policies and protocols are implemented during the shift.
Use computer software to admit and discharge patients, coordinate follow-up appointments, and refer patients to specialists as needed.
Delegate tasks to create efficient clinic systems and workflows.
Contribute to policy development and process improvement, including ongoing performance improvement for clinical tasks.
Collaborate across departments to complete assigned performance improvement tasks.
Work with leadership on assigned specialty projects.
Facilitate and document experiential groups.