BH Customer Service Supervisor

Job Details

Job Location:

McKinney, TX 75069

Position Type:
Full Time

Salary Range: $25.00 Hourly

The BH Customer Service Supervisor oversees assigned customer service representative teams in serving individuals enrolled in behavioral health services. This position serves as the customer service expert for individuals served by the Customer Service Representative teams. The supervisor is responsible for ensuring workforce members are trained and supported, demonstrating competencies to provide person-centered assistance and support. The role requires consistency in leading and adhering to policies, procedures, and processes in a constantly changing environment with accuracy, attention to detail, flexibility, initiative and a proactive approach while working with individuals in services, clinical teams, and workforce members.

The supervisor must demonstrate a positive attitude, considerable latitude for independent judgment, professional ethics under limited supervision, and conduct in alignment with the Life Path Code of Conduct. All interactions with individuals in services and other Life Path staff are conducted in a person-centered and trauma-informed manner. The position works closely with BH leadership to establish and implement workflows and processes to ensure consistency and accuracy of services across the Customer Service teams.

Under the direction of the Manager—BH Support Services, the supervisor provides division-wide guidance for changes and process improvement, ensures all positions are filled, and oversees training, personnel actions, timesheets, and PTO approvals.

• Work with the Manager-BH Support Services to establish staff schedules and ensure adequate coverage during business hours.
• Train new Clinic and Intake CSR’s and/or Call Center CSRs.
• Post payments, balance cash drawers daily, and submit reports to BH Manager-Support Services.
• Generate and send links for remote and in-house provider telehealth appointments as needed.
• Assist with the resolution of client and/or staff concerns or complaints.
• Monitor inventory of office and kitchen supplies and submit orders within budget.
• Verify accuracy, integrity, and legitimacy of submitted documents and scan documents into charts.
• Distribute BH Department mail to appropriate staff or groups.
• Guide and support CSRs through escalated or crisis engagements and respond as warranted.
• Manage all front-end support staff duties and serve as back‑up when needed. Front‑end duties include incoming/outgoing calls, front desk check‑in/out, collection of client payments, scheduling appointments, responding to CSR email requests, providing data entry, providing documents to individuals via secured email, and assisting with various requests such as Medical Records, Release of Information, and Change of Provider.
• Perform other duties as assigned to meet program needs.

• Bachelor’s degree with at least three years of experience working in a medical office, agency, or hospital, with knowledge of scheduling, data entry, and general office management.
• At least one year of clinical experience in a community mental health setting.
• At least one year of experience in training, supervision, and/or support.

• Professional and knowledgeable customer service skills.
• Ability to respond to individuals with patience, empathy, and understanding.
• Excellent verbal and written communication skills.
• Skill in operating computers and applicable computer software.
• Ability to organize time and prioritize responsibilities.
• Ability to work with multidisciplinary teams or departments.
• Flexibility and willingness to handle a variety of tasks.
• Ability to think clearly and logically.