Administrative Client Access and Engagement Supervisor in at Solvista Health

General Purpose: The Administrative Client Access and Engagement Supervisor is responsible for day-to-day leadership, supervision, and operational oversight of client administrative, client access, and client engagement functions across Solvista Health locations, including rural and frontier counties. This position ensures consistent, effective, client-centered operations by overseeing engagement efforts, coordinating care and service progression, tracking engagement data, identifying access and engagement gaps, and maintaining accountability for data monitoring and successful outcomes. The supervisor monitors workflows, staff performance, key reports, documentation, and client access processes; uses critical thinking and independent judgment to translate organizational direction into practical plans; leads process improvement and change efforts; provides multi-site coverage as needed; and works closely with the Clinic Supervisor to support continuity of department operations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

Operational and Clinic Oversight

• Oversee day-to-day Administrative Assistant and Client Engagement operations across assigned Solvista Health locations.
• Oversee client access and engagement efforts across all rural and frontier counties served, ensuring consistent outreach, follow-up, care coordination, and progression into appropriate services.
• Track and monitor engagement data across all rural and frontier counties served, including access, outreach, follow-up, enrollment, referral, and service-progression measures.
• Monitor client progression from initial contact through attendance at the assessment appointment to ensure appropriate follow-up, documentation, scheduling, and payer-source processes are completed.
• Review key reports, work queues, workflows, and operational indicators to identify delays, barriers, inconsistencies, and opportunities for improvement.
• Analyze engagement and access data to identify service gaps, geographic differences, barriers to care, and opportunities to improve engagement and successful connection to services.
• Maintain accountability for timely and accurate data monitoring, follow-up on identified concerns, and progress toward defined engagement and access outcomes.
• Address daily operational issues and coordinate staffing, coverage, and resources to maintain essential services.
• Conduct routine site visits to observe operations, support staff, identify needs, and reinforce consistent expectations and workflows.
• Provide hands-on Administrative Assistant or Client Engagement coverage when necessary to maintain operations during absences, vacancies, or other staffing needs.
• Establish and reinforce clear customer service expectations and a shared culture of client-centered care, holding staff accountable for providing consistent, welcoming, and responsive experience while anticipating client needs, reducing barriers, taking ownership of concerns, and using coaching, feedback, and training to support successful engagement in services.

Administrative Leadership

• Oversee administrative functions including front-desk operations, scheduling, registration, records, communication, and Electronic Health Record workflows.
• Establish and reinforce standardized administrative practices across staff and locations.
• Ensure administrative processes are completed accurately, timely, consistently, and in accordance with organizational expectations.
• Identify differences in practices between staff or locations and work toward consistent department-wide processes.
• Promote professional, responsive, and client-centered service in all administrative interactions.

Supervision and Staff Development

• Provide direct supervision to assigned Administrative Assistants and Client Engagement staff.
• Support hiring, onboarding, training, coaching, evaluation, performance management, and corrective action as appropriate.
• Establish clear expectations and hold staff accountable for performance, communication, quality, and follow-through.
• Conduct regular staff meetings, individual supervision, coaching, and performance discussions.
• Develop staff through training, cross-training, delegation, problem-solving, and increased responsibility.
• Foster a culture of teamwork, accountability, adaptability, communication, and continuous improvement.
• Lead staff through process and organizational change by clearly communicating expectations, explaining the purpose behind changes, and reinforcing new practices.

Program and Workflow Coordination

• Translate organizational goals and Program Director direction into practical operational plans with defined steps, assignments, timelines, and follow-up expectations.
• Use critical thinking and independent judgment to identify problems, determine root causes, develop solutions, and implement sustainable improvements.
• Develop, implement, monitor, and evaluate workflows supporting Administrative Assistant and Client Engagement operations.
• Coordinate care and operational handoffs across client engagement, screening, enrollment, clinical services, and other partners to reduce delays and help clients successfully access and remain engaged in care.
• Develop and monitor action plans when engagement data identifies gaps, missed follow-up, incomplete handoffs, or outcomes that are not meeting expectations.
• Coordinate across departments to reduce barriers and support timely client access to services.
• Monitor new processes to determine effectiveness and adjust when expected outcomes are not being achieved.
• Report engagement trends, identified gaps, corrective actions, and progress toward successful outcomes to the Program Director and other stakeholders as required.
• Participate in department and organization-wide projects, initiatives, and process improvement efforts.

Regulatory and Quality Support

• Ensure administrative and Client Engagement workflows align with organizational policies and applicable regulatory requirements.
• Monitor required client documentation, data entry, payer information, and other administrative requirements for accuracy and completion.
• Ensure engagement and access data are entered consistently, reviewed routinely, and maintained in a manner that supports organizational and grant-related monitoring and reporting requirements.
• Conduct routine audits, quality checks, and process reviews to identify trends, recurring errors, and areas for improvement.
• Implement or support corrective actions and additional training when quality or compliance concerns are identified.
• Maintain appropriate confidentiality and ensure staff follow privacy and information-handling expectations.

Provider and Stakeholder Collaboration

• Build and maintain effective working relationships with Screening, Enrollment, Billing, clinical teams, providers, leadership, and other internal partners.
• Serve as a point of coordination and escalation for administrative and Client Engagement issues requiring cross-department collaboration.
• Work with other departments to resolve barriers affecting client access, scheduling, documentation, payer-source identification, or service progression.
• Use engagement data and cross-department collaboration to identify where clients are disengaging or encountering barriers and coordinate timely interventions to improve access and continuity of care.
• Communicate operational concerns, trends, and proposed solutions clearly and professionally.
• Support communication with external partners, vendors, and stakeholders as needed.

Financial and Resource Support

• Monitor staffing, supply, equipment, and operational needs across assigned locations and support responsible use of resources.
• Assist with resource planning and allocation to maintain effective Administrative Assistant and Client Engagement operations.
• Identify operational inefficiencies or resource needs and communicate recommendations to the Program Director.
• Support processes that contribute to accurate payer identification and appropriate financial documentation for clients.

Leadership Support and Continuity

• Partner with the Program Director to support Administrative Assistant and Client Engagement operations through a shared leadership model.
• Work collaboratively with the Clinic Supervisor to support the overall stability and effectiveness of department operations.
• Maintain a working understanding of clinic operations sufficient to provide basic supervisory support and continuity when the Clinic Supervisor is unavailable.
• Provide appropriate supervisory coverage during periods of absence, including staff guidance, operational problem-solving, issue triage, and escalation when necessary.
• Serve as an appropriate supervisory resource before routine operational matters are escalated to the Program Director.
• Independently resolve operational issues within established authority and exercise sound judgment regarding when matters require Director-level or other leadership involvement.
• Maintain clear primary accountability for Administrative Assistant and Client Engagement operations while supporting broader department continuity.

Additional Responsibilities

• Participate in meetings, trainings, and organizational initiatives as required.
• Conduct or support staff training, onboarding, and cross-training efforts.
• Travel between Solvista Health locations as necessary to provide operational oversight, staff support, training, and coverage.
• Demonstrate sound judgment, integrity, reliability, discretion, and consistent follow-through in employee, client, and operational matters.
• Perform other duties as assigned.

Supervisory Duties (if any)

• Participate in hiring, onboarding, training, evaluation, performance management, corrective action, and employee development as appropriate.
• Establish clear performance expectations and hold staff accountable for quality, productivity, communication, professionalism, and follow-through.
• Hold assigned staff accountable for accurate engagement-data entry, timely outreach and follow-up, effective care coordination, and completion of actions needed to address identified access or engagement gaps.
• Monitor staff workload, scheduling, attendance, timecards, coverage, and operational needs across assigned locations.
• Conduct regular individual supervision and team meetings to review performance, priorities, barriers, and development needs.
• Identify training and cross-training needs and ensure staff maintain the knowledge and skills necessary to perform assigned responsibilities.
• Support staff in problem-solving while encouraging appropriate independence, critical thinking, and ownership of their work.
• Address performance or conduct concerns timely, consistently, and in coordination with Human Resources and the Program Director as appropriate.
• Promote consistent workflows, expectations, and service standards across staff and locations.
• Provide hands-on operational support and coverage when needed while maintaining responsibility for overall supervisory oversight and team performance.

Knowledge, Skills, and Abilities

Strong knowledge of administrative operations, client access workflows, scheduling processes, and Electronic Health Record systems.

Demonstrated leadership and supervisory skills with the ability to set clear expectations, provide coaching, and hold staff accountable.

Strong critical-thinking and problem-solving skills with the ability to evaluate information, identify root causes, and develop practical solutions.

Ability to take broad organizational direction or a desired outcome and independently develop the steps, assignments, timelines, and follow-up needed to achieve it.

Ability to review reports, workflows, and performance information to identify trends, barriers, inefficiencies, and opportunities for improvement.

Ability to track, analyze, and communicate engagement and access data across rural and frontier counties and use the findings to identify gaps, coordinate corrective action, and monitor success.

Ability to oversee engagement efforts and care coordination while maintaining accountability for measurable access, follow-up, and engagement outcomes.

Ability to manage multiple priorities and make sound decisions in a fast-paced behavioral health environment.

Ability to lead staff through process, workflow, and organizational change while promoting understanding, consistency, and staff engagement.

Strong organizational skills with the ability to monitor multiple staff, locations, workflows, and competing operational needs.

Excellent interpersonal, written, and verbal communication skills.

Ability to build effective working relationships across departments and communicate expectations clearly and professionally.

Ability to balance a client-centered approach with organizational, documentation, payer, and regulatory requirements.

Ability to exercise independent judgment, recognize the limits of assigned authority, and appropriately escalate higher-level concerns.

Demonstrated integrity, reliability, discretion, accountability, and consistent follow-through.

Ability to provide hands-on operational support when necessary while maintaining broader supervisory responsibilities and priorities.

Ability to adapt to changing needs, learn new systems and processes, and encourage flexibility and continuous improvement within the team.

Proficiency in Microsoft Office and relevant healthcare and administrative systems.

Education and Experience

Bachelor’s degree in healthcare administration, business, or related field preferred (or equivalent experience)

Minimum of 3–5 years of experience in healthcare, behavioral health, or administrative operations

Minimum of 1–3 years of supervisory or leadership experience preferred

Experience supporting clinic operations, medical services, or behavioral health programs strongly preferred

Working Environment:

This position operates in a professional office and healthcare environment. The role may require interaction with individuals experiencing mental health or substance use challenges and may involve exposure to high-stress situations requiring professionalism and composure.

Occasional travel between sites or for meetings may be required.

Physical Activities:

This is a largely sedentary role but can involve standing or sitting for extended periods of time, bending at the waist, and using hands and fingers to handle and file papers or operate assigned equipment. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. Employee may also have to lift 10 to 25 lbs. unassisted.

Conditions of Employment:

Annual TB federally required drug screening, and Influenza vaccination or compliance with policy and procedure.

Required possession of a valid state driver's license.

Successful candidate must submit to and pass, post-offer drug screen.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.