Lead Receptionist

POSITION SUMMARY:

The Lead Receptionist works with program staff and administrative support staff to implement day-to-day operations of the clinic front office. The position assists with and makes recommendations to supervisor for improved workflows and efficiency.

EDUCATION AND EXPERIENCE:

• A minimum of either a High School Diploma or equivalent is required. 
• An Associate’s degree in Business Administration, Health Care Management, or a related field is preferred.
• A minimum of one (1) year supervisory or office leadership experience is preferred.

DUTIES AND RESPONSIBILITIES:

• In conjunction with the Supervisor, assesses, coordinates, and monitors the clerical workload for the multiple programs to ensure the efficient and timely performance of all tasks to meet program objectives.
• Manages clerical staff schedule and ensures all shifts are sufficiently covered at all Behavioral Health office locations.
• Coordinates monthly safety inspections for assigned site(s) and submits monthly reporting. Also responsible for attending the quarterly Safety meetings.  
• Develops systems to assure that case records are monitored monthly for completeness, timeliness, and compliance with Clinic standards. 
• Manages chart storage and chart requests through Iron Mountain
• Ensure positive customer service experience for clients on the phone and face-to-face.
• Monitor and maintain all forms and materials necessary for the smooth and efficient operation of business-related operations within the program.
• Provides backup support for receptionists.  
• Type’s correspondence or other reports from written drafts in an accurate and professional manner.
• In conjunction with the Supervisor, manages the Records/Release process for Behavioral Health. 
• Reviews policies related to Releases of Information and assures that processes meet requirements.
• Assists clinical staff with questions related to the records request process.
• Runs, organizes, and manages Outpatient Roster Reports.
• Assists in receptionists in scheduling consumers for Outpatient Therapists, documents all attempts made as well as scheduling notes.
• Work collaboratively with outpatient therapists and other team members to ensure clients have everything they need to be able to receive the services as well as sending out any correspondence to and related to clients.
• Assists Supervisor in identifying gaps in process and/or make recommendations to improve processes.
• Manages the medication refill request line, request authorizations as applicable & coordinate with insurance & pharmacy as needed to facilitate request.
• Work flexible hours to accommodate the needs of the program and clients.
• Assists supervisor in training new receptionists as well as providing ongoing training as requested by supervisor.
• Performs other reasonably related duties as assigned by immediate supervisor and other management, including but not limited to providing coverage at other locations, as needed and/or being mandated to stay over in the event of call offs.

COMPETENCIES AND ABILITIES:

• Ability to use standard office equipment.  Must be computer literate and working knowledge of Microsoft Office Suite required.
• Expert on office procedures, materials, and office systems.
• Knowledge of HIPAA and other laws related to Release of Information
• Must have excellent interpersonal and demonstrated leadership skills.
• Ability to delegate and instruct others in carrying out office procedures.
• Strong customer service skills and ability to communicate appropriately and respectfully in person or over the telephone.
• Must be resourceful, flexible, and adaptable with regards to daily scheduling.
• Responsible for rotating Saturday shifts, as well as providing coverage in the event of call offs. 
• Must have a commitment to the welfare of the children and families the program serves and to the delivery of quality services.
• Ability to give and receive constructive feedback.
• Ability to represent the agency in a professional manner while creating and maintaining partnerships within systems.

LICENSING AND OTHER REQUIREMENTS:

• Must have a valid State of Michigan driver’s license and automobile insurance.  A reliable mode of transportation may be needed for work related errands, providing coverage or work on special projects across sites.

Starfish Family Services is an Equal Opportunity Employer

EOE/M/F/D/V