The primary purpose of the Client Access Supervisor will be to support and provide direct supervision to the Access to Care staff at all Outpatient locations in accordance with established procedures and as directed by the Client Access Manager. The Client Access Supervisor will supervise the staff who are the public's initial exposure to Peace River Center. The Client Access Supervisor must ensure staff are well trained, prepared, and display absolute professionalism and courtesy, whether dealing with the public on the telephone or in-person.

General Expectations:

In the performance of their respective task and duties, all employees are expected to conform to the following:

a.Adhere to all PRC policies and Code of Conduct standards and at all times exhibit all

PRC's Core Values.

b.Perform quality work within deadlines with or without direct supervision.

c.Interact professionally with other employees, customers, and vendors.

d.Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations, as required.

e.An employee in this position must be able to react to change productively.

f.Attends all scheduled work hours, meetings, training, and other center functions, including on-call as required.

g.Provide the highest level of customer service while interacting with potential clients, clients, co-workers, or other visitors to the agency.

h.Provide direct supervision for the Access to Care and insurance staff at all Peace River Center Outpatient locations.

i.Provide program orientation for new staff, schedule, and provide training.

j.Ensure client intake steps, monitoring, reception, and data entry processes are accurate, timely, and efficient.

k.Assist staff as necessary to complete assignments.

l.Assist Manager with enhancements and staff training.

m.Review all registration errors and identify trends or training gaps.

n.Meet with employees, re-train as necessary, and document errors accordingly.

o.Document all attendance and personnel issues, complete yearly reviews, and ensure the success of all employees.

p.Counsel and discipline staff as necessary.

q.Assess the department's needs and communicate them to the Manager.

r.Monitor and approve timecards for staff under direct supervision.

s.Monitor weekly and monthly reports for accuracy and compliance of information entered into the EHR by staff.

t.Respond to client complaints.

u.Review time off requests and maintain staff work schedules and coverage needed.

v.Train all new employees to ensure proper procedures are followed.

w.Provides leadership that aligns and challenges the workforce, inspires loyalty, and promotes fulfillment of Peace River Center's mission, vision, and values.

x.The availability to cover any location when needed is required.

Essential Duties/Requirements:

·Abide by principles of EEO compliance and a workplace of dignity and respect.

·Take guidance and direction from supervisors.

·Report to work with clean hygiene and adhere to company/program dress code standards

·Arrive/report to work on time and ready to work

·Work cooperatively in a group/team setting.

·Ability to take guidance and direction from supervisors.

·Ability to professionally communicate with others.

• Provide the highest level of customer service while interacting with potential clients, clients, co-workers, or other visitors to the agency.
• Provide direct supervision for the Access to Care Staff at all of Peace River Center's Outpatient locations.
• Provide program orientation for new staff, schedule, and provide training.
• Ensure client intake steps, monitoring, reception, and data entry processes are accurate, timely, and efficient.
• Conduct onsite monitoring for all shifts and locations monthly to ensure accuracy and compliance with agency standards.
• Assist staff as necessary to complete assignments.
• Assist Manager with enhancements and staff training.
• Review and complete staff evaluations as necessary.
• Counsel and discipline staff as necessary.
• Assess the department's needs and communicate them to the Manager.
• Monitor and approve timecards for staff under direct supervision.
• Monitor weekly and monthly reports for accuracy and compliance of information entered into the EHR by staff.
• Respond to client complaints.
• Review time off requests and maintain staff work schedules.

Qualifications:

Education:

AA degree preferred. High School Diploma or Equivalent with supervisor experience.

Experience:

5 Years' secretarial experience, preferably in a medical or clinical office setting.

2 Years' experience in a supervisory capacity.

Training:

20 hours of professional enhancement training and PRC requirements are required annually.

Knowledge and Skills:

Exceptional employee and customer relations skills are required.

Highly motivated, able to learn quickly, and prioritize multiple tasks.

Proficient in Word Excel and the ability/willingness to learn other applications.

Excellent organizational skills.

A proactive approach to problem resolution.

Must be able to follow detailed instructions.

Consistently exercises critical thinking skills or uses logic and reasoning to assess and resolve problems.

Consistently maintain a professional and approachable demeanor.

Able to work under pressure and meet stringent deadlines in a fast-paced environment.

Successfully alternates between two or more activities or sources of information.

Accepts responsibility and maintains a high level of accountability.

Handle unresolved inquiries/issues.

Safety Equipment

Universal Precautions

Comply with Occupational Safety and Health Administration (OSHA) rules and regulations.

Life Safety Equipment (fire extinguisher)

Transportation:

Must have reliable transportation

Machines, Tool and Equipment Used:

Computer, telephone, fax, copier

Technology Requirement:

As an employee of Peace River Center, if you are not assigned a company-issued phone, you will be required to authorize the use of the Microsoft Authenticator app on your personal mobile device. This is necessary to access our payroll and communication system, Datis, and Microsoft email, as examples.This will ensure secure and efficient communication with the organization.

Supervisory Relationship(s)

Reports to: Client Access Manager

Supervises: LCSU, BCSU, Wauchula, Sebring/DOH/Wellness Registration, Insurance Verification Staff, and future outpatient locations.

Work Environment:

The work environment is fast-paced and consists of exposure to physical conditions typical of a normal office environment. The populations cared for will include patients who are confused, delusional, irrational, agitated, or uncooperative. Most of the work is performed while sitting, although the work may require occasional standing or walking and/or the lifting and carrying of small objects. A small amount of travel may be required for meetings, etc., to another PRC location.

EEO Statement

One of the greatest assets of the PRC is the ethnic, cultural, and social diversity of its employees. PRC takes great pride in the diversity and values and respect of all its employees, regardless of race, color, sex, marital status, religion, national origin, ancestry, genetic information, age, disability, gender identification, or sexual orientation.