Unit Support Team Leader

TCN BEHAVIORAL HEALTH SERVICES INC•Bellefontaine, OH

11d•Onsite

About The Position

This position assists and fills in for the Manager of Support Services and covers for other Supportive Services employees during breaks, absences, and vacancies. It oversees the day-to-day operations of the Support Services Department, with an emphasis on customer service, and requires professional, courteous communication with clients, visitors, vendors, and staff. The role supports appointment reminder and reporting systems, enforces the non-confirmation policy for assessment appointments, monitors support staff performance, and helps implement improvement plans. It also manages clinician schedules, coordinates staff coverage, reviews flex schedule requests and timecards, addresses client complaints, and assists with staff supervision and performance reviews. The position participates in leadership and implementation meetings, contributes to budget planning, ensures staff fulfill their responsibilities, and completes required training while adhering to agency policies, ethical standards, and 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 and proficiency with basic computer skills and office equipment for documentation and communication.
Project management, interpersonal, customer service, and data analysis skills.
Ability to work effectively under potential emotional stress and in conflict situations.
Client-focused approach with active listening, reading comprehension, critical thinking, and leadership abilities.
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 appointment reminder software system, including reminders, EHR report downloads and uploads, and reporting to front desk staff.
Enforce the TCN Non-Confirmation Policy for all assessment appointments.
Monitor Support Staff expectations and work with the Manager of Support Services on improvement plans when expectations are not met.
Ensure staff provide professional and efficient service, accurately check in clients and verify demographic, documentation, and insurance information, collect and enter payments, provide receipts, secure money bags, and notify clinicians 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, maintain accurate templates, review schedules for productivity and appointment availability, and assist with approved schedule changes.
Review, approve, and coordinate coverage for assigned Support Staff; assist in coordinating coverage for other Support Staff and the Call Center Team.
Review and approve quarterly flex schedule requests and ensure assigned Support areas are staffed appropriately.
Approve timecards biweekly according to the Payroll/HR schedule.
Assist in managing client complaints, coordinate appointment rescheduling, meet with support staff regarding customer-service complaints, and gather information about clinical-care complaints for resolution with the corporate compliance officer and department manager.
Assist the Manager of Support Services with individual staff supervision and meet regularly with front desk staff, other Support Staff, and the Call Center Team to review concerns, procedures, and reports.
Meet with Unit Managers to address departmental complaints.
Conduct annual performance reviews for team members.
Participate in assigned leadership meetings and Project Implementation Teams.
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 promptly and meet stated deadlines.
Complete agency-required annual training, including training on client rights and grievances, safety, and infection control.
Adhere to organizational and departmental policies, behavioral and ethical expectations, professional standards, and TCN C.A.R.E.S. core values.
Perform other duties as assigned.