Team Lead, Administrative Support Staff - Center for Life Management

Fulfill your purpose at CLM: https://www.youtube.com/channel/UC8bCS3JufXrPyr7SgiLrusQ

Center for Life Management (CLM) provides the area's most comprehensive array of outpatient mental healthcare. We offer innovative and evidence-based services that enhance the health and well-being of individuals and families. We partner with local and state-wide organizations to achieve our mission and together build stronger communities and greater awareness for whole health and wellness. The Team Lead of Administrative Support provides leadership support to clinical staff, medical providers, clients, families and visitors of Salem offices. This role is responsible for overseeing designated administrative staff, workflows, and satellite office utilization to ensure optimal practice operations. This is a full time, 40 hour per week position and is considered exempt in accordance with the Fair Labor Standards Act (FLSA). Schedule is Monday-Friday 9am-5:30pm. 

Major Functional Areas and Description of Duties

• Oversee and direct the activities of administrative staff in the Salem office, ensuring exceptional customer service is delivered to both internal customers (staff) and external customers (clients and families);
• Provide new hire onboarding training and ongoing refresher training to seasoned administrative staff in standardized workflows and processes to ensure front desk operations and processes are consistent. This will include, but not limited to:
  • Check-ins (verifying client demographics, emergency contacts, insurance, collection of co-pays and outstanding balances);
  • Check-outs (scheduling follow up appointments and applicable TEAMS links);
  • Reviewing cancelation lists, providing outreach and scheduling of appointments to support full schedule model;
  • Documenting administrative functions within commentary;
  • Timekeeping and earned time planning;
• Serve as a primary point of contact for patient financial obligations and understanding of co-pays, co-insurance, deductibles and outstanding balances.
  • Meets with client one on one when they need extra assistance addressing patient financial obligations or understanding their insurance;
  • Responds to client/guardian inquiries regarding outstanding balances; establish payment plans or setup charitable care, as needed.
• Work closely with Associate Practice Manager, Medical Services and serve as a liaison for Salem-based medical staff, with emphasis on scheduling appointments and filling cancellations in a timely manner;
• Manage staffing patterns to ensure appropriate levels of coverage needed to adequately support clinicians and medical staff;
• Provide back-up support in absence of Administrative Support Staff, Senior Administrative Support Staff, and department leadership;
• Address any facilities issues with CLM’s Facility Manager and/or the property owner;
• Support the organization of room/space assignments to maximize office utilization;
• Serve as a member of the Safety Committee; bring forward concerns, ideas and solutions that support a safe working environment in Salem;
• Participate in leadership and team meetings;
• Ensure self and team members:
  • Demonstrate exemplary customer service to clients and visitors during in-person during check in and check out processes;
  • Collect co-payments, outstanding balances,
  • Prepare and collect authorizations and signatures on needed forms ensuring all receivables are appropriately collected and documented;
• Scan in and appropriately label paperwork into electronic medical record;
  • Answer phones professionally and direct calls to appropriate staff;
• Support centralized scheduling practices by setting up appointments immediately following a session and/or outreach after a missed appointment occurs;
• Coordinate staff calendars, set up video conference meetings, and assign treatment rooms as needed;
  • Stock office supplies, equipment, and other materials to be readily available for use by all;
• Promptly communicate concerns, questions, and/or important information with appropriate Manager, clinical supervisor, administrative team member, clinical and/or medical staff;
  • Provide timely documentation for continuity of client care;
• Provide wrap around support by insuring all relevant client specific services are scheduled;
• Perform functions professionally and in a manner that protects the integrity and confidentiality of clients and staff;
  • Promotes a positive work environment and culture that fosters cooperation, teamwork, professional growth and development;
  • Engages in appropriate meetings and committees, both internally and externally, as determined by supervisor;
  • Executes all required functions in accordance with agency policies, federal and state standards;
  • Functions professionally and represent CLM in a professional and appropriate manner in all settings;
  • Performs all other duties as assigned by supervisor.

Qualifications and Skills

• Experience as administrative support within a dynamic, high-volume medical practice, required;
• High school diploma or equivalent; additional training or certification in medical administration; desired;
• Strong communication, interpersonal, and customer service skills required to interact with clients, families, staff and visitors in a professional manner;
• Ability to work in a fast-paced environment with strong organizational skills, ability to problem solve, multi-task, and manage competing tasks while attending to details and adhering to deadlines;
• Ability to maintain composure and exercise sound judgment in routine, urgent, and emergent administrative tasks;
• Proficient computer skills and knowledge of Microsoft office applications with emphasis on Word, Excel, Outlook and TEAMS;
• Ability and desire to work as part of a team while also able to be self-directed and motivated with minimal supervision;
• Flexibility to adapt schedule and fill in as needed;
• Ability to acquire and effectively execute new skills as needed according to evolving department needs.

Physical Demands and Working Conditions

The majority of the work takes place in an office setting. Manual dexterity is needed to use computers and standard office equipment.  The ability to sit for extended periods of time is required.

Benefits

At Center for Life Management, we offer a robust benefits package because caring for our staff is just as important as caring for our clients. Benefits for benefits eligible employees include:

• Comprehensive health insurance (medical, dental, vision)
• Health Reimbursement Arrangement
• Flexible Spending Account
• Paid earned time (3 weeks in year one, caps at 6 weeks)
• Paid holidays (8) with bonus birthday holiday in your birth month
• 403(b) Retirement Savings Plan with 3% company contribution upon 1 year of employment
• Life Insurance paid by company
• Short and Long Term Disability paid by company
• Accidental Death and Dismemberment Insurance paid by company
• Employee Assistance Program (EAP), accessible to staff and their natural supports
• Company issued cell phone and laptop as needed for role
• Scholarship for professional advancement
• Mileage reimbursement for applicable positions
• On the job training and continuing education opportunities
• Rewarding and supportive work environment with excellent opportunities for career growth
• Meaningful relationships with your co-workers and the individuals we serve
• Flexible work schedule
• Teamwork, teamwork and more teamwork!

The Center for Life Management has partnered with New England College to offer a Master’s Degree! This is an exciting opportunity for CLM staff to earn a Master of Science in Clinical Mental Health Counseling (MS) degree in 3 years. 

Who’s Eligible and What’s Required:

• Must be a regular, full-time CLM employee in good standing for 9 months or more.
• Must hold a Bachelor’s Degree.
• Must agree to a five (5) year commitment of full-time employment in good standing with the Center for Life Management (beginning from start date/year of Professional Development Program participation).
• Participants must maintain a B average to continue participation in the program.

*Cost of tuition is covered by Center for Life Management

*Employee is responsible for applicable taxable portion of tuition remission

Join CLM and make your career dreams a reality!

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