Clinical Operations Support Specialist

San Manuel Band of Mission Indians•Highland, CA

About The Position

Reporting to the Director, Tribal Family Services the Clinical Operations Support Specialist assists with efforts to develop and deliver process innovation and continuous improvement initiatives that benefit department operations and create an unparalleled customer service experience for the Tribal community. They play an important role in fostering a culture of sustainable change through escalation, facilitation, tracking, and reporting to ensure successful execution of the department’s mission. The Clinical Operations Support Specialist assists in improving communication and collaboration with other departments and strategizes with stakeholders to identify opportunities for enhanced cooperation, improved efficiency, and quality of work that passes between departments. They are a highly motivated, results-oriented, and extremely organized individual supporting the build and maintenance of a continuous improvement environment. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Works with the Tribal community in a customer service capacity to explain services, resources, and processes/policies so members feel informed and supported to make decisions that impact health and wellness efforts. Serves as intake of Tribal community inquiries, feedback, and concerns and either addresses intake personally or escalates to appropriate Tribal Family Services (TFS) team members or health provider(s) and provides follow-up and tracking to ensure satisfactory resolution and for continuous improvement efforts. Establishes effective cross-functional working relationships communication with other departments that serve the Tribal community. 2. Works in concert with department leadership to develop, guide, and implement process improvement plans. Leads and supports the development of office infrastructure, including best practices, tools, and methods essential for education and promotion of process efficiency throughout the department. Coordinates and participates in the design and evaluation of business procedures, processes, and software upgrades. Presents ideas for process improvement through the identification of operational waste or duplication and formulates plans and deliverables to ensure process maps, redundancies, or inefficiencies are identified and improvement plans are outlined. 3. Develops and provides internal education and training related to departmental best practices, business processes, policies, procedures, tools, and software to improve efficiency and performance. Serves as an operational subject matter expert on matters involving the support, maintenance, and enhancement to department processes, capabilities, and software. 4. Collects, reports, and assists in analyzing data on topics such as patient encounters for staff and contracted service providers, and provides additional functional support and analysis as needed. 5. Performs other duties as assigned to support the eﬃcient operation of the department. EDUCATION, EXPERIENCE AND QUALIFICATIONS Bachelor’s degree in public/business administration, or a related field required. Minimum three (3) years of progressively responsible support work within a tribal government service, with at least one (1) year of experience in a tribal clinical/behavioral department or similar setting required. Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above. KNOWLEDGE, SKILLS AND ABILITIES (KSA) Experience in continuous improvement and/or project management with a focus on Lean outcomes preferred. A strong understanding of relevant tools and methodologies required and certifications in process improvement are preferred. Must demonstrate sensitivity to Tribal history, lifestyle, and culture to earn and retain the trust of the Tribal community. Past facilitation experience required. Instructional design experience recommended. Must have advanced proficiency with Microsoft Excel, Microsoft Word, Microsoft PowerPoint, and the demonstrated ability to master new systems and programs quickly. Must have experience demonstrating the utmost discretion, compassion, and confidentiality due to access to confidential information in accordance with all legal and regulatory requirements and in compliance with relevant laws and regulations. LICENSES, CERTIFICATIONS AND REGISTRATIONS At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license. As a condition of employment, candidates and incumbents are required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing. No Driving Responsibilities: Role does not require a driver’s license or insurance. PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job. Primary work environment is in a climate-controlled office setting. Work requires travel to attend meetings, trade shows, and conferences. Incumbents may be required to work evening, weekend and holiday shifts. Must be able to work in a fast-paced, high-demand environment. Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally. Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone. Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone. Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility. Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties. Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours. The employee may be exposed to fumes or airborne particles including secondhand smoke. Reasonable accommodation will be made in compliance with all applicable law. As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today! San Manuel is one of the largest employers in California’s Inland Empire. Managing one of the world’s busiest casinos, our many restaurants, and a fully functioning tribal government means we can offer an incredibly wide range of professional and support positions. Each is an opportunity to learn, grow and contribute to a better future for all of us. Your commitment to San Manuel is matched by our commitment to you. We offer a Total Rewards package of monetary, benefits and development rewards to individuals who meet and exceed specific goals. These programs support our pay-for-performance philosophy.

Requirements

Bachelor’s degree in public/business administration, or a related field required.
Minimum three (3) years of progressively responsible support work within a tribal government service, with at least one (1) year of experience in a tribal clinical/behavioral department or similar setting required.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
Must demonstrate sensitivity to Tribal history, lifestyle, and culture to earn and retain the trust of the Tribal community.
Past facilitation experience required.
Must have advanced proficiency with Microsoft Excel, Microsoft Word, Microsoft PowerPoint, and the demonstrated ability to master new systems and programs quickly.
Must have experience demonstrating the utmost discretion, compassion, and confidentiality due to access to confidential information in accordance with all legal and regulatory requirements and in compliance with relevant laws and regulations.
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
As a condition of employment, candidates and incumbents are required to pass pre- and post-employment screening including Live-Scan, background, drug testing, and tuberculosis (TB) testing.

Nice To Haves

Experience in continuous improvement and/or project management with a focus on Lean outcomes preferred.
A strong understanding of relevant tools and methodologies required and certifications in process improvement are preferred.
Instructional design experience recommended.

Responsibilities

Works with the Tribal community in a customer service capacity to explain services, resources, and processes/policies so members feel informed and supported to make decisions that impact health and wellness efforts.
Serves as intake of Tribal community inquiries, feedback, and concerns and either addresses intake personally or escalates to appropriate Tribal Family Services (TFS) team members or health provider(s) and provides follow-up and tracking to ensure satisfactory resolution and for continuous improvement efforts.
Establishes effective cross-functional working relationships communication with other departments that serve the Tribal community.
Works in concert with department leadership to develop, guide, and implement process improvement plans.
Leads and supports the development of office infrastructure, including best practices, tools, and methods essential for education and promotion of process efficiency throughout the department.
Coordinates and participates in the design and evaluation of business procedures, processes, and software upgrades.
Presents ideas for process improvement through the identification of operational waste or duplication and formulates plans and deliverables to ensure process maps, redundancies, or inefficiencies are identified and improvement plans are outlined.
Develops and provides internal education and training related to departmental best practices, business processes, policies, procedures, tools, and software to improve efficiency and performance.
Serves as an operational subject matter expert on matters involving the support, maintenance, and enhancement to department processes, capabilities, and software.
Collects, reports, and assists in analyzing data on topics such as patient encounters for staff and contracted service providers, and provides additional functional support and analysis as needed.
Performs other duties as assigned to support the eﬃcient operation of the department.