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Cross Roads Case Management, LLC
Supervisor of Behavioral Health Professionals
Career Insights for Customer Service Supervisor
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Based on Maine data
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What they do
A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
$59,507 / year median in Maine
-4% projected decline
Job Description
Position Summary The Supervisor of BHPs is responsible for supporting the Director and Assistant Director with the daily coordination and oversight of Adaptive Behavioral Services. The position supervises and supports BHPs, maintains a client caseload, assists with scheduling and onboarding, monitors service quality, and ensures compliance with treatment plans, agency policies, and applicable regulations. Essential Responsibilities Maintain an assigned caseload and provide a minimum of 10 direct client hours per week. Conduct intakes, Comprehensive Assessments, Client Reviews, and client observations as assigned. Supervise, support, and evaluate BHPs, including conducting observations and providing feedback and coaching. Serve as a field resource for BHPs and assist with client, staffing, and service-delivery concerns. Assist with BHP scheduling, staffing coverage, and coordination of client services. Coordinate and attend Meet and Greet meetings with new BHPs and families. Assist with hiring, onboarding, orientation, and creation of new-hire folders. Monitor client progress, prepare review documentation, and calculate progress percentages. Maintain accurate client and employee documentation, including client books and in-home binders. Complete discharge chart reviews and conduct regular file audits for accuracy and compliance. Ensure compliance with HIPAA, FERPA, MaineCare, Section 28, and agency policies. Participate in program meetings, staff meetings, training, and quality assurance activities. Support the Director and Assistant Director with program operations and staff performance concerns. Promote the agency's mission, values, trauma-informed practices, teamwork, and professional standards. Perform other duties as assigned.