Team Lead-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 Front Desk Team Lead is responsible for overseeing the daily operations of the front desk staff, ensuring excellent client service, and maintaining efficient administrative processes. This role involves coordination of schedules, desk coverage, and acting as a liaison between clients and staff. This role is essential for maintaining the efficiency and effectiveness of the front office operations, ultimately contributing to a positive client experience.

Job Requirements

• Education: High school diploma or equivalent; additional education in healthcare administration is a plus.
• Experience: At least 2 years of experience in a medical office setting, preferably in a supervisory role.
• Skills: Strong organizational, communication, and interpersonal skills; proficiency with medical software and office equipment.
• Attributes: Ability to work autonomously, demonstrate leadership, and maintain a positive and professional demeanor.

Essential Functions

• Provide leadership and mentorship to front desk staff, ensuring they perform their duties effectively and efficiently.
• Ensure desk coverage 100% of the time.
• Customer Service: Maintain a patient-focused environment, addressing patient inquiries and resolving complaints to ensure high levels of patient satisfaction.
• Administrative Duties: Oversee scheduling, check-in/check-out processes, and ensure accurate client records and collections.
• Training and Development: Train new employees and implement ongoing training programs to enhance staff skills.
• Communication: Serve as the primary point of contact between the front desk and other departments, ensuring clear and effective communication.
• Problem Solving: Assist Supervisor in addressing and resolving any operational issues that arise, ensuring minimal disruption to patient care.
• Timely release of CSS weekly schedules
• Ensure all translation and transportation requests are completed timely
• Welcome clients and have knowledge of where information can be obtained regarding available support, services, and benefits.
• Call clinician/psychiatric support staff once a client has been waiting in lobby for 10 minutes or more.
• Answer incoming calls and retrieve all voice mails left on the centralized scheduling voice message system and return calls within 24 hours of receipt.
• Schedule, reschedule, cancel, and confirm appointments in person and over the phone as required. Including reoccurring appointments and staff's unscheduled time off.
• Accept mail/packages, date/time stamp all incoming mail.
• Send out timely communication regarding all emergency code announcements immediately as notified. 
• Complete incident reports accordingly within 24 hours of the incident. 
• Monitor the lobby area, ensuring that the needs of visitors and guests are met. This includes maintaining all forms and posters in the lobby area. 
• Copy, print, collate and distribute flyers and notice of training for families as requested.
• Assist clients in accessing the local appeals, grievances, and rights complaint processes.
• Develop Performance Goals and Expectations with immediate supervisor annually.

KPI’s

• Weekly schedules are current and available 1 month ahead of time 100% of the time.
• The front desks are always covered.
• Translation and transportation requests are processed and/or canceled 100% of the time. 
• Emergency codes are communicated and announced 95% of the time.
• No more than 1 complaint annually related to customer service

Additional Functions

• Contribute to a positive workplace culture that demonstrates evidence of high accountability, inclusivity, and collaboration. 
• 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.
• Adhere to best practices, ethical standards, and compliance with relevant laws and regulations. 

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.