BH Customer Service Supervisor

LifePath Systems; McKinney (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

LifePath Systems in McKinney, TX seeks a BH Customer Service Supervisor to lead the customer service representative teams serving behavioral health clients. You will ensure staff are trained, supported, and demonstrate person-centered, trauma-informed service, while upholding policies in a dynamic environment.

Reporting to BH Support Services Manager, you will establish workflows, monitor training, approve timesheets, and coordinate front-end operations, including scheduling, front desk duties,

Qualifications

• Bachelor’s degree with at least 3 years of experience in medical office, agency, or hospital.
• At least one year of clinical experience in a community mental health setting.
• At least one year of experience in training, supervision, and/or support.

Responsibilities

• Work with the Manager – BH Support Services to establish staff schedules and ensure adequate coverage during business hours.
• Train new Clinic and Intake CSR’s and/or Call Center CSRs.
• Post payments, balance cash drawers daily, and submit reports to BH Manager – Support Services.
• Generate and send links for remote and in‑house provider telehealth appointments as needed.
• Assist with the resolution of client and/or staff concerns or complaints.
• Monitor inventory of office and kitchen supplies and submit orders within budget as requested.
• Verify accuracy, integrity, and legitimacy of submitted documents and scan them into charts.
• Distribute BH Department mail to appropriate staff or groups.
• Guide and support CSRs through escalated or crisis engagements and respond as warranted.
• Manage all front‑end support staff duties and serve as backup as needed; front‑end duties include— but are not limited to— incoming/outgoing calls, front desk check‑in/out, collection of client payments, scheduling appointments, responding to CSR email requests, data entry, providing documents to individuals via secured email, and assisting with completion of various requests such as Medical Records, Release of Information, Change of Provider, and completing CSR intake process duties.
• Perform other duties as assigned to meet program needs.

Skills

Customer service

Empathy

Verbal communication

Time management

Education

Bachelor’s degree

Tools

Office software

Job description

The BH Customer Service Supervisor oversees the assigned customer service representative team in serving individuals enrolled in behavioral health services. This position will serve as the Customer Service expert for individuals served by the Customer Service Representative teams, ensuring workforce members are trained, supported, and demonstrate competencies to provide person-centered assistance and support. It requires consistency in leading and adhering to policies, procedures, and processes in a constantly changing environment, with accuracy, attention to detail, flexibility, initiative, and a proactive approach to duties and responsibilities while working with individuals in services, clinical teams, and workforce members. The supervisor must demonstrate a positive attitude, independent judgment, professional ethics, and conduct in alignment with the LifePath Code of Conduct. All interactions with individuals in services and other LifePath staff are conducted in a person-centered and trauma-informed manner.

The position will work closely with BH leadership to establish and implement workflows and processes that ensure consistency and accuracy of services across the Customer Service teams. Under the direction of the Manager—BH Support Services, the BH Customer Service Supervisor works closely with division leadership to maintain the integrity of customer support services and provide division-wide guidance for changes and process improvement. This role collaborates with the Manager – BH Support Services to ensure all positions are filled, center-required trainings for self and assigned team are completed, personnel actions are reviewed and addressed in a timely manner according to Policy and Procedure, and timesheets and PTO are approved.

Responsibilities

• Work with the Manager – BH Support Services to establish staff schedules and ensure adequate coverage during business hours.
• Train new Clinic and Intake CSR’s and/or Call Center CSRs.
• Post payments, balance cash drawers daily, and submit reports to BH Manager – Support Services.
• Generate and send links for remote and in‑house provider telehealth appointments as needed.
• Assist with the resolution of client and/or staff concerns or complaints.
• Monitor inventory of office and kitchen supplies and submit orders within budget as requested.
• Verify accuracy, integrity, and legitimacy of submitted documents and scan them into charts.
• Distribute BH Department mail to appropriate staff or groups.
• Guide and support CSRs through escalated or crisis engagements and respond as warranted.
• Manage all front‑end support staff duties and serve as backup as needed; front‑end duties include— but are not limited to— incoming/outgoing calls, front desk check‑in/out, collection of client payments, scheduling appointments, responding to CSR email requests, data entry, providing documents to individuals via secured email, and assisting with completion of various requests such as Medical Records, Release of Information, Change of Provider, and completing CSR intake process duties.
• Perform other duties as assigned to meet program needs.

Qualifications

Education, Training, & Experience (including licensure & certification)

• Bachelor’s degree with at least 3 years of experience working in a medical office, agency, or hospital with knowledge of scheduling, data entry, and general office management experience.
• At least one year of clinical experience in a community mental health setting.
• At least one year of experience in training, supervision, and/or support.

Knowledge, Skills, & Abilities

• Must be professional and knowledgeable of customer service skills.
• Ability to respond to individuals with patience, empathy, and understanding.
• Excellent verbal and written communication skills.
• Skill in operating computers and applicable computer software.
• Ability to organize one’s time and prioritize responsibilities.
• Ability to work with multi-disciplinary teams or departments.
• Flexible and willing to handle a variety of tasks.
• Ability to think clearly and logically.