Client Access Operations Manager

Central City Concern•Portland, OR

3d•Onsite

About The Position

We are seeking a dynamic, trauma-informed leader to serve as Client Access Operations Manager, where you will inspire a multi-site frontline team, optimize operational workflows, and shape the compassionate first impression for every client entering our care. The Client Access Operations Manager will be responsible for direct oversight of the front desk, scheduling, New Patient Registration, and referral staff of their assigned locations; ensuring that all roles and responsibilities are executed. The Client Access Operations Manager serves as a role model and mentor for the Client Access team members to ensure that all roles and responsibilities are carried out as per protocol and in a trauma informed fashion. This Manager will be responsible for recruitment and retention of Client Access staff. They will be responsible for performance reviews, department meetings, staff trainings, coaching and corrective actions, when necessary, as well as approving time cards within Ultipro, vacations and time off. This position will work closely with the Sr. Director of Client Access Services to ensure adequate staffing and effective processes are in place and participate in quality improvement measures. Located in the heart of the Old Town Chinatown neighborhood, Old Town Clinic supports compassionate providers and treatment for acute and chronic health concerns, primary care, mental health support, care for substance use disorders and an on-site pharmacy.

Requirements

High School Diploma or GED required.
5+ years of recent medical scheduling in electronic medical software system and EMR systems
3 years of supervisory experience in a healthcare setting.
Must have excellent knowledge of electronic medical records, releases and filing procedures.
Perform confidently with computer software.
Must have a high tolerance for ambiguity and change.
Must generally have the ability to walk, bend, stoop, kneel, squat, twist, reach, pull and lift heavy objects, and climb stairs with reasonable or no accommodation.
Must pass a pre-employment drug screen, TB test, and background check; this includes clearance by the DHS Background Unit.
Must adhere to agency’s policy of non-discrimination.
Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, political affiliations, cultural backgrounds, lifestyles, and sexual orientations, treating each individual with respect and dignity.
Ability to consider the impacts and outcomes for underserved communities during decision-making processes.
Ability to consider impacts of systems of oppression, structural racism, and individual bias on client outcomes.
Ability to supervise others and effectively lead a team.
Effective communication skills, ability to communicate verbally and in writing clearly and concisely.
Demonstrates personal attentiveness, responsiveness and prompt follow up to all internal and external customers.
Demonstrates leadership and problem-solving skills to ensure optimum efficiency in work flows.
Competency in electronic medical systems and other computer software (MS Word, Excel, Outlook, Internet).
Excellent data entry skills.
Ability to understand and follow written and verbal instructions.
Ability to coach team members in a positive and supportive manner.
Ability to be highly motivated, make decisions and work in a fast paced environment.
Demonstrate a high tolerance for ambiguity and change.
Proficient in 10-key and keyboarding.
Detail oriented and accurate record keeping.
Ability to maintain confidentiality at all times.
Understands laws, regulations, policies and procedures related to UDS (urine drug screens).
Understands laws, regulations, policies and procedures related to medical records.
Must be comfortable working 1:1 with patients/clients that may be struggling medically and mentally, agitated or in distress.
Strong ability to remain calm and problem solve in crisis situations.
Ability to work in an environment where clients/patients may be abusive or hostile.
Ability to work with a diverse population in a trauma informed manner.

Nice To Haves

Certified Healthcare Access Manager Certification preferred.
Bachelor’s Degree in health or social service related field of study preferred.
Experience in both medical and behavioral health settings preferred.
Bilingual proficiency preferred.
Experience working with Epic EHR preferred.

Responsibilities

Work as a member of the multi-disciplinary teams to deliver comprehensive, client centered and trauma informed integrated services.
Actively participate in the integration of services and identify new opportunities to improve collaboration between and within service and care teams while carefully following information-sharing guidelines.
Proactively identify opportunities for improvement within Client Access workflows and logistics.
Participate in review of Key Performance Indicators; review and contribute to continuous improvement opportunities and plans.
Build understanding of and appreciation for diversity among clients and support their connection to culturally responsive and culturally specific services as requested.
Responsible for recruitment and hiring for Client Access Staff.
Notify Sr. Director of Client Access in a timely fashion of staff shortages and work collaboratively with Director to problem solve staffing issues.
Ensure job descriptions are kept up to date.
Train staff to be able to perform their job duties.
Perform staff performance reviews, staff coaching and corrective actions when necessary.
Process and approve timecards, vacation requests, and time-off requests.
First point of contact for any personnel issues in front office departments.
Meet with patients/clients that may have concerns or complaints with services or staff.
Ensure that an exceptional level of customer service is provided at all times for internal and external customers in a respectful, courteous and trauma informed manner.
Ensure that Client Access staff comply with roles and responsibilities to meet medical billing requirements.
Ensure that appointments are scheduled and documented appropriately within Centricity.
Ensure that confirmation and outreach calls are documented appropriately within Centricity.
Oversight of Petty Cash, Co-pays, vouchers and Tri-met tickets at each site.
Ensure that any payments collected are recorded appropriately and completed.
Responsible for daily balance sheets and bank deposits of collected payments.
Ensure efficient and correct flow of patient information, regardless of source or media, including scanning, faxing and indexing documents electronically.
Ensure that Releases of Information are completed, documented and processed following policy and laws.
Ensure that appropriate office supplies and resources are available to front desk staff and monitor ordering practices.
Participate in quality assurance and quality improvement activities.
Monitor Client Access Staff compliance with all CCC policies and procedures.
Implement new policies and procedures when they are approved.
Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security.
Support compliance with all privacy and security requirements pursuant to community partners’ and outside providers’ patient confidentiality agreements, including privacy and security requirements for EMR access.
This includes immediately reporting any breach of protected health information or personal identification information of any person receiving CCC services by CCC or an outside provider to the CCC Compliance Department, as well as to your supervisor or their designee.
Attend all mandatory CCC trainings in a timely manner.
Perform other duties as assigned.