Unit Support Team Leader

TCN BEHAVIORAL HEALTH SERVICES INC•Bellefontaine, OH

7d•Onsite

About The Position

The Unit Support Team Leader assists and fills in for the Manager of Support Services and covers other Supportive Services employees during breaks, absences, and vacancies. The role oversees day-to-day Support Services operations with an emphasis on customer service and requires professional, courteous communication with clients, visitors, vendors, and staff. The position supports appointment reminder and reporting systems, front-desk procedures, clinician scheduling, staff coverage, timecard approval, customer complaints, staff supervision, performance reviews, leadership meetings, and budget planning. The Team Leader monitors staff expectations and customer service, coordinates improvement plans when needed, and ensures staff meet assigned responsibilities and required trainings. The role also complies with agency policies, ethical expectations, and the TCN C.A.R.E.S. core values.

Requirements

High school diploma or equivalent.
Demonstrated data-entry skills and name- and number-recognition skills.
Excellent customer service skills.
Knowledge of safety rules and procedures, agency policies and procedures, serviced areas and resources, and documentation requirements.
Computer literacy, project management, interpersonal, customer service, and data-analysis skills.
Capacity to perform duties effectively under potential emotional stress and in conflict situations.
Proficiency with basic computer skills and office equipment for documentation and communication.
Ability to use a client-focused approach and demonstrate active listening, reading comprehension, critical thinking, and leadership.
Ability to lift up to 25 pounds, use a computer keyboard for data entry, sit for periods of time, bend, stoop, reach, and communicate information clearly.

Nice To Haves

At least two years of experience in a front-office setting or related field is preferred.

Responsibilities

Assist in overseeing the current software system so customers receive appointment reminders with adequate time to confirm or cancel.
Assist with downloading reports from the EHR and uploading them to the current software system according to the predetermined schedule.
Assist in overseeing reporting from the current software system and ensure front-desk staff receive reports in time to update schedules and fill vacant appointment slots.
Enforce the TCN Non-Confirmation Policy for all assessment appointments.
Monitor Support Staff expectations and work with the Manager of Support Services to create and implement improvement plans when expectations are not met.
Ensure clients and visitors are greeted and assisted professionally, pleasantly, and efficiently.
Ensure client demographic, documentation, and insurance information is verified accurately at check-in.
Ensure client payments are collected and accurately entered into the software application with the client ID number, receipts are provided, and money is secured in the locked safe before leaving.
Ensure clinicians are notified promptly when appointments arrive.
Create and implement customer service improvement plans and maintain a quarterly Customer Satisfaction Survey rating of 4 or above.
Enter and monitor clinician schedules in Carelogic, create and update templates, and maintain accurate appointment schedules.
Review schedules regularly to support clinician productivity and keep appointment blocks filled.
Assist clinicians with blocking time for meetings, trainings, and supervisor-approved schedule changes.
Review, approve, and coordinate coverage for assigned Support Staff Members; assist with coverage coordination for other Support Staff Members and the Call Center Team.
Review and approve Quarterly Flex Schedule requests and ensure assigned Support areas are appropriately staffed.
Approve timecards biweekly according to the schedule provided by Payroll/HR.
Assist in managing client complaints, coordinate appointment rescheduling, meet with support staff about customer-service complaints, and gather information on clinical-care complaints for resolution with the corporate compliance officer and department manager.
Assist the Manager of Support Services with individual staff supervision.
Meet monthly with assigned front-desk staff and assist with monthly meetings for other Support Staff Members and the Call Center Team to review concerns, procedures, Client Satisfaction Surveys, and CQI measures.
Meet with Unit Managers to address departmental complaints.
Conduct annual performance reviews for team members.
Participate in Leadership meetings and Project Implementation Teams as assigned.
Work with Support Services leadership to identify budget items and submit them to the Chief Administrative Officer for review and submission to Senior Administration or the Budget Committee.
Ensure staff carry out assigned job responsibilities and attend assigned meetings and trainings without unexcused absences.
Respond to supervisor-assigned tasks in a timely manner and meet stated deadlines.
Maintain agency-required annual training, including client rights and grievances, safety, infection control, and other training required by OHMAS.
Remain free from citations for unethical practice and meet standards for the employee's profession.
Follow organizational and departmental policies and behavioral and ethical expectations, and demonstrate and support TCN C.A.R.E.S. core values.
Perform other duties as assigned.