Front Desk Supervisor

Description

The Front Desk Supervisor supports the mission of Fora Health by recruiting, training and supervising the Front Desk Receptionist. The front desk staff serve as the first point of contact with Fora Health for potential clients, family members, referents, partners, and others in the community.

The Front Desk Supervisor provides excellent customer service, supplies and gathers information, and acts as a supportive resource to those who call or email Fora Health. The Front Desk Supervisor works with most departments, including Admissions, operations staff, and clinical staff to facilitate entry into treatment.

The Front Desk Receptionist provide excellent customer service, checks in both new and established clients, collects payments, schedules appointments, and helps facilitate the smooth transition of clients between levels of care.

Schedule: Monday through Friday from 8:00am-4:30pm

• Have an in-depth understanding of the daily operations, working in connection with program owners and the operations team
• Responsible for managing the front desk team.
• Model professional behavior, superior customer service, and appropriate conflict resolution skills.
• Document all processes for each service area.
• Collaborates with other departments to evaluate and adjust the admissions processes, Front Desk.
• Support the Customer Relationship Management (CRM) system to capture patient information.
• Provide ongoing training and guidance, ensuring that direct reports are following all policies, procedures and processes in place for scheduled intakes and for enrolled patients.
• Handle complaints or other matters requiring more experience or authority than that possesed by direct care staff.
• Attend appropriate meetings and be prepared to contribute constructively.
• Identify and escalated priority issues.
• Follow up on customer calls where necessary.
• Complete call logs, call reports, and waitlist reports on a regular basis, and report out as needed.
• Monitor weekly error reports, assign tasks, and resolve issues to ensure errors are maintained within acceptable levels.
• Ensure efficient scheduling of potential patients to optimize program enrollment. Partner with Admissions supervisor, Outpatient supervisor and Clinical Programs Director to achieve maximum client enrollment and clinician productivity.

• Provide leadership to the Front Desk teams in such a way that the work environment supports and encourages collaboration and support as necessary.
• Build collaborative teams that support Fora Health mission and values.
• Supervise the service areas in a manner that supports the objective of driving an increase in program referrals and enrollments.
• Communicate with supervisory staff when experiencing difficulty in prioritization of tasks.
• Review reports and follow up with staff on outcomes, productivity and no-show management.
• Hold staff accountable to standard operating procedures, providing training and support around errors.
• Provide for the supervision and ongoing growth and development of the Front Desk and Patient Intake Services staff, recognizing and enhancing their strengths and individual talents, while fostering trust and open communication. Maintain records of individual supervision.
• Motivate staff to be highly productive and creative by providing information, listening and empowering staff in decision-making and in developing quality service delivery.
• Balance conflicting demands, actively seek help from supervisory staff as needed, and manage workload in 40 hours/week.
• Complete performance evaluations for all staff on an interim and annual basis.

• Special projects and other duties as assigned.
• Participate in Quality Improvement tasks and initiatives.
• Attend Operations and Leadership meetings as assigned.

Requirements

• High school diploma or equivalent required, bachelor’s degree preferred
• One year of customer service experience including heavy contact with the public required, 2+ years strongly preferred

• Proficient in relevant computer applications- MS Office
• Knowledge of customer service principles and practices Communicate information effectively in writing and verbally.
• Knowledge of call center technology
• Excellent data entry and typing skills
• Knowledge of administration and clerical processes
• Experience in social services and/or behavioral health
• Ability to think creatively and innovatively