Front Desk Supervisor

WEST MICHIGAN COMMUNITY MENTAL HEALTH SYSTEM; Ludington (MI); On-site; USD 53,000 - 71,000; Full time

Job summary

WEST MICHIGAN COMMUNITY MENTAL HEALTH SYSTEM in Ludington, MI is seeking a Front Desk Supervisor to lead the Front Desk Support Services Representatives across all service locations. Base location options include Hart or Baldwin offices, with primary responsibilities for daily operations and exceptional consumer experiences.

The role emphasizes staffing, onboarding, performance management, and standardized workflows to ensure timely access to Behavioral Health Urgent Care, Open Access, and

Qualifications

• Associates degree in health information technology or business preferred, or equivalent experience.
• At least three years of experience in patient relations and/or member services.
• Previous supervisory experience preferred.
• Knowledge of electronic medical records systems.
• Strong data analysis and problem-solving skills.
• Excellent communication and listening abilities.

Responsibilities

• Oversee daily front desk operations across all WMCMH locations, ensuring consistent service.
• Coordinate staffing, scheduling, onboarding and performance management.
• Standardize front desk workflows and patient access procedures.
• Monitor productivity metrics and identify process improvements.
• Collaborate with clinical and administrative teams to improve service delivery.
• Maintain compliance with licensing and accrediting standards.

Skills

Leadership

Data analysis

Communication

Empathy

Problem solving

Teamwork

Decision making

Self-directed

Education

Associates degree (health information tech or business) or equivalent experience

Tools

Electronic medical records (EMR) systems

Job description

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

The Front Desk Supervisor is a supervisory-level position that works as a key member of the Operations Team under the direction of the Customer Engagement Coordinator. This position is responsible for providing direct leadership, supervision, and operational oversight to Front Desk Support Services Representatives (SSRs) across all WMCMH service locations in Lake, Mason, and Oceana counties. This supervisor will need to have a base location in either our Hart or Baldwin office.

Primary functions of this position include overseeing daily front desk operations; ensuring consistent, consumer-centered customer service practices; coordinating staffing, scheduling, training, onboarding, and performance management activities; standardizing front desk workflows and procedures; supporting Behavioral Health Urgent Care (BHUC), Open Access, and agency access functions; monitoring productivity and operational metrics; identifying and implementing process improvements; and collaborating with clinical and administrative teams to promote efficient service delivery and exceptional consumer experiences.

The Front Desk Supervisor serves as the primary resource and support for front desk staff, ensuring agency expectations related to customer service, professionalism, access, and operational excellence are consistently achieved. This position plays a critical role in creating positive first impressions of WMCMH by fostering welcoming, compassionate, and efficient interactions with consumers, families, community partners, and visitors.

The Front Desk Supervisor is responsible for maintaining all assigned duties in accordance with licensing, MDHHS, contractual, and accrediting standards while utilizing quality improvement, performance management, and data-driven decision-making practices. The incumbent will perform these responsibilities while working collaboratively with staff and leaders across all organizational teams to support the agency's mission, customer experience philosophy, and strategic objectives.

Position Requirements

• Associates degree from an accredited health information technology or business program is preferred, or equivalent experience.
• At least three years of experience in patient relations and/or member services.
• Previous supervisory experience preferred.
• Strong leadership skills.
• Knowledge of electronic medical records systems.
• Ability to look at and analyze data to effectively improve programs and services.
• Must be able to actively listen, provide empathy to customers, have good problem-solving skills, good communication skills and manage and prioritize tasks in order to meet deadlines.
• Must be team oriented, self-directed, and able to exercise sound and independent decision-making skills and judgment.
• Must possess a valid driver’s license and provide own transportation to and from meetings and activities at varying work locations including all agency locations in Lake, Mason, and Oceana Counties.
• Lived experiences with mental illness/developmental disabilities/substance use disorders are valued.

Full-Time/Part-Time Full-Time

Pay Range $53,273 - $71,030

Position Front Desk Supervisor

Location Ludington

This position is currently accepting applications.