Supervisor-Revenue Cycle & Customer Service

Children’s Center of Wayne County (TCC) The Children’s Center, founded in 1929, provides evidence-based clinical therapy to children who deal with mental, behavioral, emotional, intellectual, and developmental health and educational challenges or may have experienced trauma.  

School Community-Based Partnerships: We partner with K-12 schools and community organizations that serve children to provide clinical therapy, counseling, psychological services, and psychiatric evaluations, treatment & interventions.  

Child Welfare: In addition to the clinical therapy programs offered, The Children’s Center places children in licensed foster homes, and supports them throughout their time in the child welfare system.   

Child Well-being Family Success: We operate an onsite family success center that promotes child-wellbeing and offers children and youth from all walks of life to access relevant mental health crisis prevention and child abuse and neglect prevention services.

Advocacy: We champion child and youth well-being for those experiencing poverty-related issues, those within the child welfare system, and those in need of evidence-based, clinical therapy. 

TCC’s mission is to help children and families shape their own futures.  If as many children as possible, and their families can easily access comprehensive, evidence-based, clinical therapy that is integrated into and supports their everyday lives then, children will experience an improved quality of life where they have a true sense of agency and empowerment in their lives. 

We embrace and demonstrate a set of Core Values as the foundation of our culture.  They define how we do what we do, and what we value in our work with each other and our community.  Daily demonstration of these values, in mindset and behavior, is required to be successful as a TCC team member. 

• Dedicated-We are devoted, dedicated and always willing to pitch to accomplish our mission.   
• Passionate-We are passionate about what we do and helping the people we serve.   
• Accountable-We do what we say and accomplish all aspects of our responsibilities.   
• Can Do Attitude- We approach our responsibilities with a positive attitude.  
• Respectful- We always treat co-workers, donors, children and families with the utmost respect, courtesy, and patience. 

Job Summary

The Revenue Cycle and Customer Service Supervisor is responsible for overseeing processes and functions to maximize cash flow while maintaining and improving internal cross-department relations. This role also ensures all encounters are billed out as claims to all funders and all fully licensed staff are fully credentialed and enrolled with all third party contracted funders. The role oversees, leads, and trains the Customer Service Team.  Customer Service Supervisor ensures the team delivers exceptional customer service.

Job Requirements

• A minimum of an associate’s degree is required.  Would consider the right candidate with 3-5 years of experience.
• A minimum of 3 years’ experience in customer service is required.
• A minimum of 1 year’s experience in a supervisory role is required.
• Strong interpersonal skills: the ability to maintain a positive relationship with clients, agency staff, coworkers, senior staff,
• referring to sources, community resources and contractors.
• Ability to demonstrate intermediate computer skills related to windows navigation, Microsoft Office and general office
• equipment.
• An ability to effectively manage time, information, and meet deadlines.
• 2 Years’ experience in medical billing.  
• A minimum of 1 year’s experience in training and collaborating with clinical staff on billing concerns. 
• Advanced Excel Skills 
• Process solid understanding of Community Mental Health system and the federal regulations that affect policy and procedure. 

Essential Functions

• Provide training and assistance to all levels of clinical staff on proper client service billing codes. 
• Oversee the review and reconciliation of E.O.B's and assist in generating payer claims. 
• Provide direct supervision of direct report staff.
• Ensure Data transfers to MHWIN are sent successfully daily.
• Ensure SED & SEDW authorizations are successfully requested and approved 100% of the time.  
• Ensure Unbilled services are reviewed and worked at minimum 2 times weekly. 
• Develop Performance Goals and Expectations with immediate supervisor annually. 
• Responsible for maintaining the AR under 15% over 90 days.
• Oversees and manages CSS and RCM staff.
• Ensure all fully licensed staff are credentialed and enrolled with all third-party funders 95% of the time. 
• Support the development of documented processes for RCM. 
• Produce monthly reports timely, 95% of the time. 
• Ensure submission of electronic claims occurs daily, 95% of the time. 
• Ensure payments are posted within 48 hours. 
• Train all front desk staff in exceptional customer service.
• Implement process and efficiency improvements. 
• Ensure incident reports are submitted and followed up on time.
• Ensure all translation and transportation requests are completed timely.
• Ensure all invoices are processed in Bills.com timely.
• Ensure client co-pays, deductibles, and co-insurance are collected upon check-in/check-out.
• Ensure Team meetings are held monthly.
• Conduct quarterly secret shopper telephone inquiry calls and implement corrective training if needed.
• Monitor, track, and manage staff to address key performance indicators, through an annual review process to all
• assigned staff.
• ADP timecard processing
• Maintain job descriptions and accountability identification for direct reports.
• Conduct an annual staff survey of the Client Services department to include satisfaction and suggestions for operational
• improvement.
• Send out timely communication regarding all emergency code announcements immediately as notified. 
• Distribute bus tickets, call for cab services and/or coordinate Uber Health rides when identified by clinician. 
• Request interpreter services for clients as needed within 24 hours of the scheduled appointment.

Leadership Functions

• Drive a positive workplace culture that demonstrates evidence of high accountability, inclusivity, and collaboration within the purview of this position. 
• Positively contribute to the development of a high-performing team of dedicated professionals, providing mentorship, routine supervision, and fostering a culture of high achievement and accountability amongst the team.
• Support and encourage the personal well-being of team members.
• Participate in the coaching, motivation, training, and development of staff.   
• Demonstrate a commitment to anti-racist practices, diversity, equity, and inclusion in the workplace.
• Actively support and encourage creating a safe, welcoming, and inclusive administrative and service delivery environments.
• Ensure adherence to best practices, ethical standards, and compliance with relevant laws and regulations. 

Core and Leadership Competencies

• Communication – Use effective written and oral communication with internal staff, teams, and community served; demonstrates empathy and listening. 
• Adaptability – Adapts and responds to change effectively; proactively seeks opportunities to be supportive of change and serve our mission. 
• Ownership and quality of work – Effectively manages own work, and work of teams when relevant, ensuring delivery of high-quality work. 
• Develops & motivates others – Motivates others and supports their development through strong coaching and mentoring. 

KPIs

• Weekly schedules are current and available 1 month ahead of time 100% of the time.
• The front desks are always covered.
• Team meetings are held monthly 95% of the time.
• Written processes are accurate and current 95% of the time.
• Emergency codes are communicated and announced 95% of the time.
• No more than 1 complaint annually related to customer service
• Overall A/R is under 10%
• The percentage of claims submitted without errors is less than 5%
• Billing Batches are submitted before 10am 95% of the time
• Claim denials are worked within 7 business days of receipt
• Payments are posted within 5 business days of receipt
• Fully licensed staff are enrolled with commercial plans within 90 days of the start date, 90% of the time
• Urgent issues/concerns are escalated immediately to supervisor 100% of the time.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.  
• Ability to walk frequently, each day, around the agency campus (2 buildings).
• Must be able to lift up to 15-25 pounds at times

Other

• Must provide clearance that there is no record and/or convictions as a perpetrator of child abuse/and or neglect on the State of MI Child Abuse/Neglect Central Registry.

Robust Health Care and Benefit Package including: 

• Medical 
• Vision and Dental Plan sponsored 100% by The Children’s Center
• Matching 3% 403(b) retirement plan after one year, fully vested after two years of employment 
• 80 hours of paid time off after 90 days, 120 hours of paid time off your first year, 160 hours your 2nd, 3rd and 4th year, 200 hours every year beginning your 5th year
• Accrued Paid Sick Time
• 11 paid holidays
• Life Insurance (Employer-Provided)
• Long Term Disability sponsored 100% by The Children’s Center
• Longevity Pay  
• Health Savings Account 
• Dependent Care Account
• Tuition reimbursement 
• Employee Assistance

Voluntary Benefits 

• Critical Illness
• Accident
• Voluntary Life, voluntary spouse and dependent life
•  Pet Insurance
•  Legal Shield (prepaid legal services)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.