Member Services Representative (MSR) Supervisor bei Hope and Healing Clinic

Member Service Representative (MSR) Supervisor
Location: Hope and Healing Clinic 
Reports To: Clinic Administrator 
Starting Salary: $80,000

 Position Overview  

The MSR Supervisor serves as a key leadership role to clinic operations, responsible for overseeing the day-to-day workflows, front desk processes, and capacity building initiatives of the Member Service Representative (MSR) team. The supervisor functions as a subject matter expert, point of escalation, and liaison between the MSRs and Clinic Administrator. The role of the supervisor is to ensure consistency, efficiency, and member-centered experience at the clinic.  

Key Responsibilities  

• Lead daily front desk operations with a focus on trauma-informed care, harm reduction, and motivational interviewing techniques to ensure respectful and effective member engagement. 

• Serve as the first point of escalation for front desk or member service concerns, utilizing strong de-escalation and conflict resolution skills to maintain a safe and supportive environment. 

• Coordinate and maintain MSR scheduling, including shift transitions, coverage planning, and continuity of care across clinical teams. 

• Support triaging efforts by using clinical prioritization to direct member flow, ensuring timely communication between members and clinical staff. 

• Assist with onboarding and continuous training of MSRs, modeling best practices in HIPAA/42 CFR compliance, insurance verification, and front-desk workflows. 

• Provide coaching and live feedback during active situations to identify development opportunities and foster team ownership and accountability. 

• Support the implementation of OTP-specific procedures and continuity of care best practices to ensure seamless service delivery across departments. 

• Monitor front desk processes and contribute to workflow improvements, including check-in/check-out, documentation accuracy, and member service standards. 

• Perform MSR functions as needed, including: 

• Greeting and supporting members, vendors, and visitors with cultural humility and professionalism. 

• Verifying insurance and processing payments, demonstrating accuracy in billing practices. 

• Managing protected health information and medical records requests in full compliance with HIPAA and confidentiality standards. 

• Answering and triaging calls appropriately in a clinical setting to support member needs. 

• Participate in team meetings and represent front desk operations in cross-departmental initiatives. 

• Collaborate with Clinic Leadership to address operational needs, workflow challenges, and training gaps. 

• Maintain front desk area organization and ensure a clean, welcoming environment that reflects the clinic’s commitment to equity and inclusion. 

Requirements 

Required Knowledge:  

• Experience working in a clinical/medical setting (e.g., primary care, behavioral health, or OTP). 

• Proficient in insurance eligibility/verification and medical billing processes. 

• Proficient in member financial agreements (payment plans, sliding-fee setup, co-pay collection) and cash-handling procedures. 

• Proficient in developing, implementing, and applying policies, procedures, and SOPs. 

• Proficient with EHR systems (e.g., documenting, scheduling, reporting). 

• Extensive working knowledge of HIPAA and 42 CFR Part 2 confidentiality standards and how to apply them in daily workflows. 

• End-to-end understanding of clinic front-desk operations and member-service workflows (phone, check-in/out, scheduling, authorizations, referrals). 

Preferred Knowledge:  

• Knowledge of continuity-of-care practices in an Opioid Treatment Program (OTP) setting. 

• Proficient in harm-reduction philosophy with hands-on experience implementing practical, risk-reduction strategies that support member empowerment. 

• Knowledge of Motivational Interviewing (MI) principles (formal training preferred). 

• Knowledge of Trauma-Informed Care (TIC) principles and practices. 

Required Skills:  

• Leading a Team towards excellence 

• Non-clinical triage and prioritization of member needs; escalate clinical concerns per protocol. 

• Demonstrated leadership and problem-solving in a fast-paced environment. 

• Prepares reports and provides other data related to operational performance 

• Excellent communication, organization, and member-service skills. 

• Ability to train others and model best practices. 

• Strong computer proficiency, including Microsoft 365 (Outlook/Excel/Word) and EHR functionality. 

• Participates in work groups/committees charged with improving patient access processes, procedures and outcomes. 

Preferred Skills:  

• Maintain effective staffing levels, respond to staffing and volume fluctuations, manage employee schedules, timecards, and adherence to attendance standards. 

• Assists the Administrator in ensuring effective financial planning and performance 

• Ensures Member Experience performance metrics are met, to include but, not limited to member rounding, observational and documentation audits, coaching, re-training, and performance management. 

• Maintains and improves clinic operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. 

Abilities:  

• De-escalation and conflict resolution. 

• Remain calm, composed, and solution-focused during high-traffic periods or member distress. 

• Lead by example and create a welcoming, inclusive environment for all. 

• Commitment to diversity, equity, inclusion, and belonging in daily interactions. 

• Able to lift up to 25 lbs., with or without reasonable accommodation, and assist with clinic supply/room setup as needed. 

• Offer of employment contingent on passing a background check and drug screen (including marijuana where required under federal OTP regulations). 

Work Environment  

• Clinic-based role in a busy and dynamic environment.  

• Requires flexibility, initiative, and a deep commitment to member care.  

Hope and Healing Clinic Commitment  

Hope and Healing Clinic is operated in partnership with the Chehalis Tribe and follows the Tribal and Indian Preference hiring policies as allowed under Title VII of the Civil Rights Act. Preference will be given to qualified Native American applicants and members of federally recognized tribes. We are committed to hiring individuals who share a deep respect for Indigenous culture and are dedicated to advancing health equity in tribal communities.  

Hope and Healing Clinic is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other status protected by applicable law.