Manager - Client Access & Intake

Harbor•Toledo, OH

About The Position

Harbor is seeking a Manager of Client Access & Intake for its Port Sylvania team. The position coordinates and facilitates clients’ access to services in support of the agency’s goal of helping clients first. It ensures accurate registration, timely access to care, insurance verification, and completion of required intake documents. The role is full-time at 40 hours per week. The manager hires, trains, supervises, and evaluates assigned staff; supports their performance and development; and coordinates department operations, reporting, data tracking, coverage, supplies, and procedures. The position also helps remove barriers to treatment, provides backup support for phones and front-end revenue cycle duties, and works with staff and leadership to support service quality and organizational needs. Work may take place in office, clinical, and remote environments. The position may require driving a personal vehicle to other locations for staff meetings or training, and may involve exposure to confidential information and behavioral or crisis situations. The role is non-union. The manager must be available by phone for staff call-offs or evening assistance and be flexible with working hours.

Requirements

Associate degree in business, healthcare, or a closely related field.
Minimum of two years of customer service or supervisory experience.
Experience in client registration and insurance verification.
Proficiency with technology and Microsoft applications.
Maintain active licensure in good standing.
Valid driver’s license, acceptable driving record, and proof of personal auto insurance sufficient to be deemed insurable with Harbor’s vehicle insurance carrier.

Nice To Haves

Prior experience in a mental health office.
Supervisory experience across multiple sites and departments.

Responsibilities

Hire, train, supervise, and evaluate assigned staff.
Provide coaching, performance management, and disciplinary action as needed.
Hold regular one-to-one meetings with direct reports and routine team meetings to support alignment and communication.
Preserve confidentiality in personnel matters.
Ensure compliance with union contracts when supervising union positions.
Demonstrate leadership and team-building skills to promote a cooperative atmosphere.
Complete and submit time sheets for assigned staff, and approve accurate timesheets on time.
Create standard operating procedures for departments and share them with leadership when necessary.
Monitor assigned reports and track data as needed.
Assist with innovation, development, implementation, and evaluation of services.
Collect, compile, and interpret program data.
Submit required reports accurately and on time.
Ensure adequate phone coverage.
Submit supply orders and distribute supplies to the team as needed.
Provide backup support for phones and front-end revenue cycle duties to promote excellent customer service and timely payments to Harbor.
Help eliminate barriers for clients seeking to start or continue treatment.
Be available by phone for staff call-offs or evening assistance and remain flexible with working hours.
Attend meetings as appropriate.
Keep current with trends and developments related to essential job competencies and demonstrate continued growth.
Use information technology systems and software effectively and according to organizational standards and security protocols.
Analyze information, reach timely conclusions, and take appropriate, decisive action.
Plan, prioritize, and organize work to support efficiency, productivity, and quality outcomes.
Seek and use supervision and feedback appropriately to support professional growth and effective performance.
Manage time and use leave according to organizational policies and procedures.
Communicate effectively with staff and clients to support cross-functional success.
Perform additional duties and responsibilities as assigned to support departmental and organizational needs.