Clerical and Front Desk Supervisor

Job 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