Supervisor Of Clerical Operations

Want to be a DIFFERENCE MAKER? Join our team and BUILD BRIGHTER FUTURES.
 

WHY WORK FOR OAKLAND FAMILY SERVICES?

We know that in order for you to do your best work and meet our mission, you must be able to be your best self. At Oakland Family Services (OFS), we care about our staff as people first. We treat our team members like family and understand the importance of their families at home. We recognize the significance of flexibility and work/life balance. 

We also know that your success…is our success. That’s why OFS not only honors the talent and experience you bring; we actively seek to develop it. 

Oakland Family Services has proudly been named a Top Workplace for over ten (10) years in a row, voted on by our own staff. We offer a warm, engaging, equitable, supportive, and inclusive work environment.

ABOUT OAKLAND FAMILY SERVICES

Oakland Family Services is a private, non-profit service organization serving our community and building brighter futures for more than 100 years. We proudly offer a continuum of prevention, education and treatment services that span the human life cycle. 

   OUR MISSION: Providing individuals and families the opportunity to build brighter futures.

   OUR VISION: Communities of thriving individuals and families. 

Between our strong commitment to our mission and a workplace culture that puts our staff first, we enrich the lives of those we serve, strengthen families, and build brighter futures for those we serve and those we employ. 

WHAT’S IN IT FOR YOU?

• Competitive compensation.
• Comprehensive medical, dental, prescription, and vision coverage.
• Flexible Spending Accounts and HSA options.
• Retirement plan with a company match.
• Long-term disability insurance.
• Voluntary short-term disability.
• Life insurance and AD&D.
• Malpractice insurance.
• Paid time off benefits, including generous vacation, sick, personal, and bereavement days.
• Twelve (12) paid holidays, including a floating holiday of your choice!
• Annual pay increases, as approved.
• Employee assistance program for you and immediate family.
• Network of support for your health & well-being.
• Verizon cellular plan discount.
• Mileage reimbursement at the IRS rate.
• Loan forgiveness programs.

PLUS... 

• Commitment to diversity, equity, inclusion, and belonging.
• Family friendly practices and support.
• Flexible work schedules, as appropriate.
• Hybrid and virtual work options, as appropriate.
• Highly robust and comprehensive onboarding and training program.
• Paid professional development.
• Free online trainings that count toward continuing education credits.
• Employee assistance programs. 
• “Dress for Your Day” approach to dress code.
• Financial literacy education and workshops.
• Collaborative annual performance appraisals. 
• “Dollars for a Difference” program for clients and staff in need.
• And more!

*Some benefits applicable to regular, full-time employees only.

WE KNOW CULTURE MATTERS…

We spend many hours of our day working. Workplace culture affects our well-being, how we feel about coming to work, and how we perform. Oakland Family Services prioritizes having a healthy, inclusive, equitable, and effective workplace culture. That’s why we proudly have twelve (12) defined cultural value statements that dictate how we operate. Cultural values are embedded into all we do and how we do it!

…MORE ABOUT OUR AWARD-WINNING CULTURE

• Our CEO wants to get to know staff personally and has an open-door policy. She hosts regular staff lunches and townhalls to answer questions.
• Open, honest, and transparent communication is celebrated.
• We practice giving the benefit of the doubt.
• We believe that feedback is the breakfast of champions! That’s why we have a staff suggestion program.
• We want our team members to feel valued. That’s why we have a staff recognition program. 
• Having FUN is an important part of the job! We love hosting events such as staff recognition celebrations and luncheons, road rallies, seasonal parties, food truck lunches, ice cream days, surprise giveaways, spirit weeks, Bring Your Child to Work Day, cook off/bake off contests, and more.

ABOUT THE OPPORUNITY/WORK

This is a management position, responsible for performing a wide variety of office work and clerical details relative to the operation of the front office of each agency site.  The Supervisor of Clerical Operations has responsibility for the clerical operations in the office, including guiding and/or training of clerical staff in Day One and Specialized Services for Youth programs. Incumbents may be requested to perform related tasks other than those specifically presented.   In addition to the duties prescribed to all office coordinators, the Supervisor of Clerical Operations is responsible for providing leadership and assistance to the clerical team in areas of problem solving, data management and billing issues. The position reports to the Associate Director of Day One.

Administrative Functions

• Plans and organizes work on a daily, weekly and monthly basis so that customer accounting functions, processing of clients’ appointments, receptionist duties, office equipment management, client records management (open and closed cases) and processing reports are recognized as priorities.  The Supervisor of Clerical Operations assumes responsibility for clerical personnel meeting deadlines for all processes.
• Responsible for establishing a Performance and Quality Improvement (PQI) Plan and environment in the front office of each site in accordance with the Agency's PQI plan.
• Ensures that policies and established procedures are followed in order to provide continuity and consistency in all offices.
• Assists in managing and maintaining all business equipment which includes but is not limited to copiers, postage machines, computers and  printers in each office.  Communicates with the Director of Facilities and Director of IT, as needed relative to building and equipment concerns.
• Completes monthly site audits of clerical team processes and functions as determined in partnership with the Associate Director of Treatment Services.
• Responsible for monitoring materials and preparing purchase orders for required supplies at each office to include forms, files, and other necessary office supplies. 
• Makes bank deposits as scheduled, including the follow-up involved with any returned checks.
• Attends meetings within Treatment Services (Day One or Specialized Services for Youth) as appropriate.
• Provides hands on accomplishment of office tasks.
• Ensures coverage at all locations is adequate and appropriate, and provides coverage at all sites, as needed.

Personnel Administration

• Supervises all clerical staff, including office coordinators, office assistants and the intake and insurance verification specialist, include training, monitoring and evaluating performance(s) and participates with the Associate Director of Day One in the recruitment and hiring of support staff.
• Communicates with the Associate Director of Day One about any personnel situations or risk issues that require intervention and resolution.
• Reviews, authorizes and coordinates requests for leave so that clerical team coverage meets the minimum requirements of the Agency. Seeks approval for all extraordinary leave requests.
• Responsible for cross-training as an Intake and Insurance Verification Specialist to assist in the provision of coverage during vacations and other leaves of absence.
• Provides leadership to the clerical team in the areas of problem solving, system and billing issues.  
• Provides supervision to clerical staff using the Agency’s model of supervision, Situational Leadership.  Conducts regular supervisor meetings with direct reports, maintains appropriate documentation of same.
• Completes annual performance appraisals of direct reports, including development of annual goals and professional development plan.

Oversight of Systems, Billing, Insurance and Client Accounts

• Supports effective client account management by verifying insurances monthly or annually depending on the insurance, verifying insurance changes, monitoring balances, collection phone calls, and accuracy related to co-pays and deductibles, for both the Day One and Specialized Services for Youth programs.
• Provides back up coverage to the Intake and Insurance Verification Specialist by answering over-flow services inquiries, obtaining client information, verifying client insurance and scheduling intakes.
• Supports efficient and accurate paneling of clinical staff in coordination with Quality Assurance and Clinical Supervisors, as well as maintaining accessible information regarding clinician’s status. 
• Monitors the accuracy of information within CareLogic and ODIN to ensure billing processes can proceed without rejections.
• Generates and reviews reporting from CareLogic and ODIN (i.e. write-offs, client balances, failed activities, accounts receivable aging) and then provides feedback to appropriate supervisors regarding recommended procedure changes and training needs. 
• Communicates problem areas or client problems with the Associate Director of Day One. 
• Collaborates with external billing agency to manage and problem-solve insurance rejections.
• Mails client statements on a monthly basis.
• Responds to client phone calls, assists with troubleshooting issues, and helps to reconcile balances.
• Prepares client statements for collections monthly.  Enters collection accounts on collections website and maintains contact with collection agency representatives.
• Follows-up on receivable issues as directed.
• Researches monthly write-offs.
• Acts as liaison between Office Coordinator team and Associate Director of Treatment Services on areas of system issues, billing issues and process issues as deemed appropriate.

Other

• Responsible for incorporating principles of diversity, equity and inclusion in work processes and in job functions. Responsible for promoting a feeling of welcoming, belonging, and acceptance to all clients and staff.
• Other duties as assigned.

Does this Describe YOU?

• Associate degree in secretarial science or business management or advance course work in the fundamentals of office management.
• A minimum of five years of experience in office work, including insurance and billing, with three years of supervisory experience.
• Extensive knowledge of insurance, including private/commercial insurance, Medicaid and Medicare. 
• Experience in patient accounting procedures.
• Training and proficiency in data management, Microsoft applications and electronic medical records.
• Organized and detail-oriented.
• Demonstrated customer service skills.
• Knowledge about effective supervisory practices to include positive techniques for motivating, teaching, coaching, delegating and evaluating assigned personnel.
• Selected candidates for this position must possess a sensitivity to the diversity of the agency’s service population including (but not limited to) differences of culture, race, religion, gender, sexual orientation and socioeconomic.
• Special abilities and skills necessary to perform the required tasks and that best meet the needs of the agency also will be considered.   There may be some standards above that may be waived when compensating specifications or circumstances exist.