Under the direction of the Director of Revenue Cycle Reimbursement, and in accordance with applicable federal, state, and local guidelines, this position performs moderately complex human services support work. The Front Office Supervisor is responsible for overseeing front desk operations, staff training, customer service standards, and daily administrative workflows for assigned clinic locations. This position provides leadership and support to front desk staff and ensures services are delivered in a professional, timely, and client-centered manner. The position also serves as the office manager for assigned clinic locations overseeing day-to-day operational needs and providing administrative support to senior management and other staff.

The position works under limited supervision, with moderate latitude for initiative and independent judgment. This role supervises front desk staff at the FMOC location.

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

• A High School Diploma or GED Certificate required.

• At least one year of management experience is preferred.

• Must have and maintain a background and criminal history free from any disqualifying offenses as outlined by the Texas Administrative Code (TAC) and the Health and Human Services Commission (HHSC).
• Must possess and maintain a valid driver's license and automobile insurance.

o Individuals with an out-of-state driver's license must be able to obtain a driver's license in the state of Texas within thirty (30) days.

• Successful completion of all position-specific training within thirty (30) days of employment is required.

Knowledge, Skills, and Abilities

• Knowledge of office procedures, spelling, grammar, punctuation, and arithmetic.

• Skill in the use of computers, office equipment, and applicable software including Microsoft Excel, Word, Outlook, Teams and electronic health records.

• Ability to display regular and reliable attendance.
• Understanding and practice of Trauma Informed Care principles.
• Knowledge of DCMHMR's policies and procedures as well as knowledge of the needs, problems, and community environments of persons with disabilities, community and government service delivery systems, and community welfare resources.
• This position requires extensive contact and effective communication with applicants, family members, representatives of other agencies, and health professionals.
• As a representative of DCMHMR and those we serve, this position requires the ability to establish and maintain positive, effective, respectful, and ethical working relationships with others at all times.
• Ability to organize and prioritize responsibilities within work time frames and to supervise the work of others.

Essential Duties

The following list outlines key responsibilities for the position; however, it is not exhaustive and does not encompass all responsibilities. Additional duties may be assigned as needed.

1.Provide leadership and support to front desk staff at assigned location(s) ensuring consistent performance, coverage, professionalism, and client service.

a. Ensure staff are cross trained in all front desk functions and have demonstrated proficiency in required responsibilities.

b. Review performance, provide feedback and guidance during on-the-job training, and promptly address attendance, performance, or conduct concerns using coaching or corrective action plans in accordance with Center policies.

c. Provide regular written supervision through monthly individual coaching and/or team meetings, including guidance on outstanding needs, documentation accuracy, and communication needed for effective team and program management.Written documentation must include details of the topics discussed and any expected staff actions.

d. Address staff performance or conduct concerns within 48 hours following center-specific coaching, performance success plan, or corrective action policies. Written documentation must include details of the performance or conduct concerns addressed, expected resolutions and/or staff actions, and follow-up meeting date.

e. Review training requirements regularly, notify staff of modules and deadlines, ensure training is scheduled and completed prior to due date.

f. Identify opportunities to improve performance and productivity at assigned location(s) by identifying concerns, recommending practical solutions, and supporting process improvements.

g. Ensure client services and follow-up needs are completed in a professional, customer service-oriented manner.Monitor RingCentral chats and lobby wait times to ensure staff are promptly notified of client arrivals.

h. Monitor assigned location(s) for potential disruptive behavior; provide de-escalation when appropriate, coordinate staff assistance, and Alert Media activation as needed.

i. Maintain a standard of excellence, serve as a professional role model, and problem-solve in a positive and constructive manner.

j. Provide back-up support for front desk staff at assigned location(s)

k. Coordinate regularly with Front Office Supervisor(s) at other location(s) to review and align workflows, standard operating procedures, performance metrics, and front desk expectations, ensuring consistent processes, service standards, reporting practices, and operational accountability across all locations.

2.Serve as office manager for assigned location(s).

a. Coordinate location needs to include janitorial and office supplies, signage, first aid kits, work orders, repairs, and follow-up to ensure the office remains safe, clean, organized, and operational.

b. Maintain office availability/organization, shared spaces, storage areas, equipment, and supply areas to support efficient daily operations.

c. Coordinate communication with vendors, maintenance personnel, IT, janitorial services, and other support departments as needed.

d. Support emergency preparedness activities, safety drills, inspection readiness, and compliance with agency procedures for the assigned location.

e. Assist with onboarding logistics for new staff, including workspace preparation, access needs, and orientation to office procedures.

f. Track recurring office needs, deadlines, inventories, and administrative tasks to ensure timely completion and appropriate follow-up.

g. Identify and communicate office workflow concerns, operational barriers, or resource needs to leadership and assist with practical solutions.

h. Obtain and/or maintain notary public certification. Notarize documents as needed for center staff/requirements.

3.Provide emergency intervention, when necessary, in accordance with Department of Human Services (DHS) requirements and Center policies and procedures.

a. Provide verbal Prevention Management of Aggressive Behavior (PMAB) intervention appropriately when needed.

b. Provide Cardiopulmonary Resuscitation (CPR) in an emergency until medical assistance arrives.

c. Provide emergency and non-emergency first aid until professional assistance or first responders arrive, or as directed by a licensed medical professional.

4.Must be able to work at all center locations as needed.