Clerical and Front Desk Supervisor

DescriptionJob Description

The CCBHC Clerical / Front Desk Supervisor provides day-to-day leadership and oversight of front desk and clerical operations supporting both CCBHC and non-CCBHC services. This role ensures consistent, accurate, and compliant front-end processes related to client access, registration, scheduling, documentation, and billing support. The Supervisor serves as a key liaison between clerical staff, clinical teams, billing, and leadership to ensure smooth clinic operations and timely access to care.

Supervision & Operations

Supervise, train, onboard, and support clerical and front desk staff
Assign and monitor daily work to ensure adequate coverage and service quality
Provide performance feedback and support corrective action as needed
Serve as first point of escalation for front desk, registration, or access issues
Ensure professional, welcoming, and consistent front desk operations

Client Access, Scheduling & Registration

Oversee client check-in/check-out and scheduling workflows
Coordinate scheduling across providers, programs, and locations
Support timely access to services, including urgent or same-day needs
Monitor no-shows, cancellations, and access trends and support improvement efforts
Ensure accurate entry and maintenance of client demographics, insurance, and required forms

EHR, Billing & Compliance Support

Ensure accurate and timely use of the electronic health records system
Support correct placement of clients in CCBHC vs. non-CCBHC programs
Monitor front-end EHR queues and workflows to prevent billing or service delays
Collaborate with Billing, Finance, IT, and leadership to resolve front-end issues
Has an understanding of health insurance plans and MCO's
Support audits, monitoring, and compliance with payer, Medicaid, and CCBHC requirements

Administrative & Leadership Duties

Maintain clerical procedures and desk guides
Assist with reporting, operational metrics, and quality improvement initiatives
Participate in meetings, training, and process improvement activities
Perform other duties as assigned

Required Qualifications

High school diploma or GED
2–3 years of healthcare clerical or front desk experience
Supervisory or lead experience preferred
Strong organizational, communication, and problem-solving skills
Ability to maintain confidentiality and comply with HIPAA
Ability to pass background checks and drug screening

Preferred Qualifications

Behavioral health or community mental health experience
Experience with CareLogic or similar EHR
Knowledge of scheduling, insurance verification, or front-end billing
Familiarity with Medicaid or CCBHC programs

Work Environment & Expectations

Clinic-based with regular interaction with staff and clients
Schedule flexibility as needed to support operations
Expected to model professionalism, accountability, and teamwork