Client Access and Scheduling Supervisor

Client Access & Scheduling Supervisor

Position Summary

The Client Access & Scheduling Supervisor oversees client access and scheduling operations to promote timely appointments, continuity of care, effective use of provider capacity, and excellent customer service.

The Supervisor works closely with Front Desk staff, Medical Secretaries, Engagement Specialists, Fee-for-Service providers, and clinical staff to ensure scheduling and related administrative processes are timely, coordinated, and consistently followed.

This is a hands-on working supervisor position that requires active participation in daily operations, including answering calls, scheduling appointments, resolving problems, assisting clients and families, and managing escalated or sensitive situations.

Essential Responsibilities

Client Access, Scheduling & Provider Capacity

• Ensure clients are scheduled timely and have appropriate next appointments to minimize gaps in services.
• Monitor cancellations, no-shows, clients without next appointments, and unsuccessful outreach to ensure appropriate follow-up.
• Identify clients with patterns of missed or cancelled appointments and collaborate with the treating clinician to address barriers to engagement and determine appropriate next steps.
• Ensure calls, texts, and written outreach are completed timely when clients or families have not responded to scheduling attempts.
• Work with clinical staff when sensitive or complex situations require clinical involvement.
• Monitor provider schedules, standing appointments, open capacity, and attendance patterns to maximize utilization and improve show rates.
• Work closely with Fee-for-Service providers and scheduling staff to ensure available schedules are appropriately booked to capacity.
• Identify and address situations where clients are waiting for appointments despite available provider capacity.

Intake & Documentation Oversight

• Ensure required intake documentation is received prior to scheduled intake appointments.
• Monitor timely receipt and processing of physicals, releases of information, and other required documents.
• Ensure documents are properly uploaded to the EHR and outstanding items or delays are promptly followed up and communicated.
• Monitor contact notes to ensure staff timely document outreach, scheduling efforts, and coordination with clients, families, and clinical staff.
• Conduct routine quality checks to identify incomplete follow-up, documentation gaps, or process concerns.

Staff & Daily Operations

• Provide supervision, coaching, and day-to-day support to Front Desk, Medical Secretary, and other designated scheduling staff.
• Monitor staff productivity and workload and ensure responsibilities are appropriately distributed across the team.
• Maintain an active presence in daily operations and assist with calls, scheduling, outreach, and problem solving as needed.
• Manage escalated or sensitive client and family concerns using effective customer-service, conflict-resolution, and de-escalation skills.
• Reinforce established scheduling, documentation, call-management, and customer-service protocols and address performance or workflow concerns promptly.
• Identify training needs and provide ongoing guidance to promote consistent practices across the team.

Data, EHR & Process Improvement

• Use scheduling, productivity, call, and appointment data to monitor performance, provider utilization, and client access.
• Utilize EHR reports, dashboards, work queues, and other technology to track work, identify outstanding needs, and improve efficiency.
• Identify opportunities to maximize EHR functionality and strengthen scheduling and administrative workflows.
• Identify trends, workflow breakdowns, or recurring barriers and implement or recommend improvements.
• Communicate significant operational concerns, performance trends, and unresolved issues to the Director.

Core Competencies

• Strong supervisory, coaching, and team-management skills
• Excellent communication and customer-service skills
• Strong conflict-resolution, de-escalation, and problem-solving abilities
• Ability to multitask and prioritize in a fast-paced environment
• Strong organizational skills, attention to detail, and follow-through
• Strong computer and technical skills, including proficiency with EHR and scheduling systems
• Ability to work with reports, dashboards, spreadsheets, and operational data
• Ability to collaborate effectively across clinical and administrative teams
• Ability to recognize when administrative or scheduling concerns require clinical involvement
• Ability to hold staff accountable while providing appropriate guidance and support
• Ability to remain professional and effective when managing difficult or sensitive situations
• Commitment to confidentiality and appropriate handling of client information

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Front desk: 3 years (Required)
• Supervisory: 1 year (Required)

Language:

• Spanish (Required)

Work Location: Hybrid remote in Roslyn Heights, NY 11577

Salary : $50,000 - $55,000