Administrative Support Supervisor - Journey

University of North Carolina at Charlotte, United States

Updated: 4 months ago
Location: Charlotte, NORTH CAROLINA
Job Type: FullTime
Deadline: ;

Position Information
General Information


Vacancy Open to All Candidates
Employment Type Permanent - Full-time
If time-limited, note appointment end date
Hours per week 40
Months per year 12
Position Number 012121
NC Salary Grade Equivalency GN08
Classification Title Admin Support Supervisor
Working Title Administrative Support Supervisor - Journey
Salary Range $41,253 - $50,421
Anticipate Hiring Range $41,253 - $47,000
FLSA Status Non Exempt
Division Student Affairs
Department Counseling & Health Serv (Adm)
Work Unit Health Services
Work Schedule
An eight-hour shift between the hours of 7:30 am – 6:30 pm; Monday – Friday with occasional evening/weekend hours required in conjunction with SHC staffing and operational needs.
Primary Purpose of Position
Acting as the SHC Front Office Supervisor, this position supervises up to 6 full time and any temporary/part time staff members in the SHC Customer Service Team who perform duties that include check-in-out, appointment management, answering high volume phone calls, taking payments, student billing and reconciliation, medical records and referrals and Immunization compliance. This position will contribute in performing the tasks mentioned.
Will work with the electronic medical software system and train others on the use of systems and processes. This position will provide information and service relative to policies, processes and procedures to staff as well as prospective and current students, parents and other visitors, and perform other duties as assigned. This position provides essential feedback and recommendations regarding ongoing process management and improvement of the SHC Customer Service Team.
Employee will be required to exercise confidentiality in accordance with policy and applicable state, federal and local laws such as FERPA (Family Educational Rights and Privacy Act) and HIPAA (Health Insurance Portability and Accountability Act). Employees will also be expected to make independent administrative decisions regarding labor, budget management, facilities and inventory management, program expenses within current funding levels, as well as projecting future expenses for program continuation, development, and implementation.
Minimum Education/Experience
Required Minimum Qualifications:
Graduation from high school and two years of progressively responsible administrative/office management experience; including some experience as a lead worker; or an equivalent combination of training and experience.
University Preferred Qualifications:
Graduation from high school and three years of progressively responsible administrative/office management experience including one year of supervisory experience; or an equivalent combination of education and experience.
Essential Job Duties
  • Supervise up to 6 permanent diverse staff members of the Customer Service Support team. Manage and create schedules, training, duties, timesheets, leave requests, etc.
  • Serve as a back-up for front office team members as needed by collecting payment, deposits, reconciliation, checking patients in and out, medical records tasks and Immunization compliance tasks and performing general administrative tasks due to staffing needs including planned and unplanned leave, lunches, etc.
  • Monitor and manage day-to day tasks, employee schedules, and Customer Service Team staff concerns.
  • Monitor daily performance of front office team members to ensure duties are completed
    accurately, efficiently and timely. Monitor and control overtime.
  • Train Admin Support staff on medical software, phones system, front desk procedures, applicable policies, etc.
  • Ensure high quality care for patients by reviewing and researching concerns or complaints and recommending corrective action as appropriate.
  • Run reports as needed.
  • Oversee front office collections of charges and fees.
  • Monitor the flow of patient check in and check out. Keep patients informed of delays
  • Manage and perform billing duties such as receivables, account uploads/deposits, credit cards, cash, and student account transactions.
  • Serve as an ambassador for the University presenting a warm, welcoming, approachable and supportive environment for all our students, their families, visitors and campus partners.
  • Listen effectively, accurately gather and correctly interpret information from students/families to respond to requests related to Student Health Center services, front desk tasks, medical records and referrals requests, immunization compliance, billing and payments.
  • Have direct access to, or responsibility for, cash and cash equivalents, credit card information, University property disbursements or receipts, or extensive authority for committing the financial resources of the University.
  • Perform data entry tasks.
  • Direct responsibility for secure handling of sensitive and/or confidential information.
  • Multi-task to manage requests in a timely manner with best practices for de-escalation and call management ensuring first-level resolution by communicating instructions clearly and concisely regarding policies and procedures
  • Participate and present information at Student Event Days including open houses and orientation sessions.
  • Assist with identifying, developing, and improving processes along with creating and/or editing forms and documents.
  • Maintain a high level of productivity and accuracy for performance with a positive and professional demeanor and appearance in a high volume, high-performance health center.
  • Perform all other duties as assigned.
Other Work Responsibilities
  • Assistant as building custodian and assistant in facility door access duties.
  • Ability to relate to individuals professionally and courteously with a warm, friendly, and supportive tone.
  • Maintain adequate front office supplies. Ensure supply purchases are cost-efficient and within the budget
  • Commitment to service and going the extra mile to create an extraordinary customer experience to support students and families.
  • Ability to convey confidence and manage requests with strong attention to detail, exceptional customer service skills, problem-solving, and critical thinking.
  • Excellent telephone listening skills, empathy, and tone with attention to detail while multi-tasking and navigating multiple computer applications accurately and quickly to document information and tasks completed.
  • Ability to work calmly under pressure and meet deadlines; keep accurate records and maintain confidentiality. Ability to demonstrate flexibility, collaboration, professional maturity
  • Have a full working knowledge of the immunization and insurance requirements and internal processes.
  • Ability to effectively receive feedback and coaching for continuous growth and improvement.
  • Familiarity with the higher education environment is a plus, but not required.
  • Previous experience in Banner (student and finance) and an Electronic health record system is a plus, but not required.
Departmental Preferred Experience, Skills, Training/Education
Graduation from a four-year college or two-year program. Graduation from high school with at least three years of related experience in a medical or clinic (front desk area), performing duties as a practice administrative manager/supervisor or Team Lead is preferred. Familiarity with a medical software system (practice management) is preferred.
Necessary Licenses or Certifications
Work Location Student Health
Posting date 02/08/2024
Closing date 02/22/2024
Proposed Hire Date 03/01/2024
Contact Information
Special Notes to Applicants
UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits

The finalist will be subject to a Criminal Background Check.
Please upload reference information including ​Names (position titles and company/institutions), addresses, phone numbers, and email addresses of at least ​two​ current/previous supervisors.
* The Search Committee will not contact references without first verifying permission with the finalist​.
Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.
* Do not write ‘see resume’ on your application when completing the job duties section.
If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see job duties section of previous employment).
* Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
Please submit a resume and cover letter with your application.
* These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.

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