Front Desk Supervisor

Job Description

Job 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.