Support Services Manager

The Support Services Manager oversees a team of employees within a designated area of the company. They are responsible for ensuring their teams can meet the expectations set forth by the company. The Manager monitors their team's ability to follow company policies, procedures and evaluates achievements.

Performs duties over the telephone and in person at variable locations, to meet the patient “where they are” such as patient homes, homeless shelters, hospital rooms etc. This is an opportunity to make a difference in the lives of some of the most vulnerable in our community. A passion for helping others and creative out-of-the-box problem solving skills are strongly encouraged.

Responsibilities and Duties:

Primary duties include but are not limited to the following:

• Oversees the interview process and hiring decisions for assigned service lines.

• Manage employee timecards: Fixing timecard errors, weekly review of time entries for payroll and approve time off requests based on staffing levels.
• Providing guidance, training, and support for Team Supervisors.

• Updates Supervisors/Team Members regarding any changes in protocols made by State Agencies regarding working with clients.

• Conduct outreach to community partners and market of company services to specified region.
• Coaching, counseling, and disciplining employees as needs arise.
• Conduct the Performance Appraisal process for team members.
• Maintain a thorough knowledge and ability to enforce company’s policies and procedures.

• Assignment of GOSH, CCG, and FCS cases to all staff in region. To include making determination on closure of client files in Fhases and on movement of client from Pre-placement to Post-placement as needed.

• Daily review of FCS auth and denial sheet.

• Complete FCS monthly reauthorizations and provides notification and tracking of expiring authorization for client and staff as assigned.
• Review IPS, HCA and GOSH protocols on regular basis and report changes or updates to be made.
• Provides research and determination on billing issues as needed.
• Participate in strategic and budgeting meetings as needed.
• Approve or Deny spending and exception forms.
• Work with other Managers/Directors within the company to create processes for programs operations and partnership.
• Participate in all company meetings and trainings as scheduled.

• Maintain minimum case load as requested by Director.

• Lead team meetings as needed.
• Meet regularly with the Support Services Director to review operations and performance standards.
• All other tasks as requested by Director.
• Review production and revenue data with Director to determine if course corrections are needed.
• Develops a plan for preparation and execution of all Fidelity Reviews, FCS audits and GOSH State audits as scheduled.

Qualifications:

• At least 4 years of similar industry experience.
• A minimum of 2 years of supervisory experience is required.
• Must have own transportation and be willing to transport clients in your own vehicle (mileage reimbursed)
• Comfortable working with clients who may have mental illness and/or substance use disorder
• A demonstrated comfort level working with people & situations that can feel frustrating, unclear, & seemingly hopeless; Ability to work with a positive attitude in stressful situations.
• Knowledge of SSI and SSDI programs.
• Basic familiarity with mental health disorders.
• Must be proficient in the following computer applications--Microsoft Word and Excel.
• Must meet insurance carrier’s requirements for approval to drive.

Physical Requirements:

• On an occasional basis, may be required to remain in stationary position >50% of the day.
• Sit/Stand/Walk in combination inside the office to access file cabinets, office machinery, etc.
• Sit/Stand/Walk in combination outside the office to access vehicles, client houses, hospitals, etc.
• Constant use of upper extremities for Computer, office machinery and driving.
• Frequent communication via phone, fax, email and in person for coordination of care, outreach, etc.
• Must be able to observe and assess clients in their personal living space.
• May lift up to 20lbs on a seldom basis.
• Outdoor, local travel and driving is part of the role; therefore, weather exposure is a given.

Mental Requirements:

For an employee to succeed in this position they will need to be able to have time management skills, adapt to changing schedules, and contribute to problem solving when needed.