Job Description

Client Care Supervisor

Do you work for a company that no longer aligns with your core values?

Have you dreamt of working in a “true” team environment, where collaborating and working together for the greater good of the company are the expectation?

Are you tired of giving 100% everyday, only to feel undervalued and unappreciated?

If so, YOU DESERVE BETTER… and our families and our patients deserve better!

We’re on a mission to bring together the best, most talented and caring, authentic individuals to create a world-class mission-centered behavioral health organization, focused on doing it the right way...

If you really want to make a difference in addiction treatment and be a happier, healthier version of yourself, we’d love to align with you!

BriteLife Recovery strives to be the preeminent provider for those living with substance use and co-occurring disorders. Our mission is to create the strongest foundation possible, built on empathy, safety and trust, in a picturesque environment, for our clients and their families to begin the healing process. BriteLife is currently open in Hanover, PA, Hilton Head Island, SC, and West Kill, NY.

What we provide you!!

• Comprehensive Benefits Package: Enjoy a fully sponsored Health plan through APA with Cigna Network, ensuring your health needs are met with ease and quality.
• Additional Insurance Coverage: Access dental/vision insurance, accident insurance, short-term disability insurance, critical illness insurance, cancer insurance, and life insurance for comprehensive protection.
• Generous Leave Policy: Benefit from 40 hours of sick time and 80 hours of vacation annually, supporting your work-life balance and well-being.
• Holiday Benefits: Salaried employees receive 9 paid holidays, while hourly workers earn time and a half for holidays worked.
• Employee Assistance Program (EAP): Gain access to emotional and work-life counseling, financial guidance, legal resources, and health and benefit services through our comprehensive EAP.
• Shift Differential: Receive additional compensation for your dedication with our shift differential program.
• Staff Development: Engage in our solid staff development program, fostering continuous growth and skill enhancement.
• Supportive Environment: Thrive in a great working environment that encourages collaboration, creativity, and mutual support.
• Career Growth: Explore endless growth opportunities and the chance to make a positive impact not only in our clients' lives but also in the recovery community.
• Continual Education: Tuition reimbursement opportunities.
• And More: Discover even more benefits and perks that make BriteLife Recovery a rewarding place to work.

What you will be doing?

Under the supervision of the Senior Director of Client Services, the Client Services Supervisor oversees the daily operations and performance of the Client Services team in providing case management, care coordination, discharge planning, and continuity-of-care support to clients and their families. The Supervisor is responsible for ensuring the quality, timeliness, and accuracy of case management services and documentation; supervising and developing Client Services team members; and ensuring services are delivered in accordance with BriteLife Recovery standards.

The Supervisor works closely with clinical, medical, utilization review, admissions, business development, and operational teams to support effective coordination throughout the client's treatment episode and transition to continuing care. The Supervisor monitors departmental performance and compliance, identifies and escalates barriers to effective discharge planning and continuity of care, and reports regularly to the Senior Director of Client Services.

What tasks are required?

Clinical coordination and continuity of care

• Facilitates multidisciplinary team meetings to obtain clinical recommendations regarding the appropriate next level of care and identifies referral placements consistent with those recommendations to support discharge planning.
• Maintains oversight of discharge and continuing-care planning to ensure planning begins early in the treatment episode, progresses throughout treatment, and supports timely transition to an appropriate level of care.
• Monitors discharge planning activity and identifies barriers that may impact a client's successful transition from treatment, including placement, insurance, transportation, family, or other continuity-of-care concerns, escalating issues to appropriate clinical and operational leadership when necessary.
• Ensures the Client Services team obtains appropriate, Part 2-compliant releases of information and provides timely case consultation and coordination with referral sources, external providers, and other authorized parties.
• Reviews census and insurance information to support proactive aftercare and continuing-care coordination throughout the client's treatment episode.
• Supports appropriate involvement of families and other identified supports in discharge and continuing-care planning when authorized and clinically appropriate.
• Assists with transportation requests as needed, in collaboration with the facility transportation team.

Documentation and chart compliance

• Maintains ongoing oversight of Client Services documentation and compliance through daily review of relevant medical record information, census data, and BI dashboard indicators.
• Performs formal weekly KIPU chart audits to confirm data accuracy and adherence to documentation requirements and timelines, including face sheet data, initial client contact, discharge and aftercare planning, and other required Client Services documentation.
• Reviews audit findings and identified compliance concerns with the Senior Director of Client Services and ensures appropriate follow-up, coaching, and corrective action within the department.
• Ensures the Client Services team accurately and timely documents all services, assessments, reassessments, referrals, coordination activities, and follow-up in the client's medical record, with appropriate signatures and dates.
• Maintains an accurate and current census, as designated by the Senior Director of Client Services, for multidisciplinary team use, including anticipated discharge dates, utilization review authorization status, and discharge plans.
• Runs monthly discharge outcome reports in KIPU and prepares findings for inclusion in leadership reporting.
• Reviews discharge and continuing-care outcomes to identify trends, gaps, and opportunities for improvement and collaborates with the Senior Director of Client Services and facility leadership on strategies to improve departmental performance.
• Monitors the quality, timeliness, and effectiveness of case management services, including client engagement, discharge planning, referral follow-through, and continuity-of-care coordination, and provides coaching and performance feedback when expectations are not met.

Referral and business development liaison

• Serves as the primary onsite Client Services contact for the Business Development team regarding client care coordination, referral-source communication, and admission- and discharge-related needs.
• Ensures appropriate releases are obtained for communication with referral sources and that Client Services staff maintain accurate knowledge of the referring representative associated with each client.
• Ensures designated referral representatives are appropriately notified of client admissions, significant care-coordination needs, and discharge planning information in accordance with applicable releases and confidentiality requirements.
• Positively and professionally represents BriteLife Recovery in interactions with prospective clients, families, referral partners, external providers, and employees.

Team leadership and development

• Oversees the daily operations of the Client Services department and communicates pertinent information, concerns, and departmental needs to the Senior Director of Client Services and facility leadership.
• Provides weekly administrative and performance supervision, individually and as a team, for Client Services staff. This role does not provide clinical supervision toward licensure.
• Trains and supports Client Services team members in performing job duties and responsibilities in accordance with BriteLife Recovery standards of client care.
• Collaborates with the Senior Director of Client Services to identify and coordinate training opportunities that strengthen the team's knowledge, skills, and performance.
• Participates in the hiring, onboarding, ongoing development, and performance evaluation of Client Services staff.
• Maintains the ability and willingness to provide direct case management coverage during staff absences, periods of short staffing, increased census, or other departmental needs to ensure continuity of services and appropriate support to clients.
• Assists with caseload redistribution and other department responsibilities as needed to ensure essential case management functions are maintained during staffing or operational challenges.
• Attends staff meetings, multidisciplinary meetings, and weekly department meetings pertinent to the role.
• Participates in quality assurance and performance improvement activities for the department and supports implementation of identified improvement initiatives.
• Performs other duties as assigned.

What we need from you?

• Complete annual education requirements.
• Maintains standards of professional society procedures, strong boundaries and adhere to acceptable ethical and behavioral standards of conduct.
• Always maintain client confidentiality.
• Report to work on time and as scheduled.
• Wear identification while on duty.
• Participate in performance improvement and continuous quality improvement activities.
• Always represent the organization in a positive and professional manner.
• Communicate the mission, ethics and goals of the organization.
• Minimum of three years of experience working in the substance use treatment field.
• Preferred Certified Recovery Specialist or Certified Family Recovery Specialist certificate.
• Preferred minimum of 4 years’ experience working within Case Management role.
• Bachelor's degree in behavioral health related field preferred.
• Demonstrated computer proficiency.
• Minimum of a CASAC II
• Grasp of basic computer knowledge.
• Strong written/verbal communication skills.
• General knowledge of insurance terms, benefits and coverage preferred.
• Ability to assess, plan services, and deliver services to individuals in need of substance use treatment.
• Ability to establish rapport, systematically gather data.
• Participation in continuing professional development.
• Knowledge of Medically Assisted Therapies.
• Ability to provide education and information to individuals and groups, through formal and/or informal processes, concerning their substance use.
• Ability to identify client needs that cannot be met by counselor or agency and assists client to utilize the support systems and community resources available.
• Demonstrated knowledge of accepted principles or client record management.
• Ability to maintain a caseload based on current census needs or a caseload as mandated by state regulatory guidelines and supervise Client Care Coordinators team.
• Ability to lift up to 25 pounds.
• Ability to walk up and down stairs during emergency drills or situations.
• Ability to stand for long periods of time.

EEO Statement

All BLR subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. BLR subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws. We believe that diversity and inclusion among our teammates is critical to our success.