Operations Manager, Clinical Mental Health Services

Hively•Pleasanton, CA

4d•$93,000 - $100,000

About The Position

Hively’s mission is to build meaningful connections with families and communities, ensuring access to resources every child in Alameda County needs to thrive. Our vision is to transform the lives of children and families to benefit all communities and ensure a promising future for generations to come. We believe that through subsidized child care, mental health support, and community services centered in families of all types and backgrounds, we can profoundly impact the communities we serve. If this resonates with you, we invite you to apply to join our team. Our Team & Culture Our Team at Hively is a passionate and diverse group of individuals from a wide range of different lived experiences, backgrounds and professional expertise. We strive every day to create an environment for families and staff that is inclusive and welcoming of different experiences and perspectives. We prioritize learning, listening, and growing together and to foster a culture of respect. Hively’s Mental Health Department is expanding, and we are looking for an Operations Manager to help shape the future of our growing programs. Reporting to the Sr. Operations Manager of Clinical Services, this role will manage and oversee a team handling day-to-day mental health operations - ensuring intake and billing services run smoothly, efficiently, and in full compliance with contract regulations - as well as support the operational aspects of our clinician training program. This is an exciting opportunity for a professional who brings strong operational and management expertise, experience in healthcare administration and a passion for process improvement of a fast-growing program. The ideal candidate will have experience in community mental health, an understanding of the Medi-Cal/Medicare system, and an eagerness to jump in and handle day to day details as well as support the strategic development and implementation of new programs. This role will be based in Pleasanton, but will supervise staff across all three of Hively’s mental health clinics and will need to have the ability to travel to all three sites (Pleasanton, San Leandro, Oakland) at regular intervals.

Requirements

4+ years of management experience with increasing responsibility within a healthcare or community based organization
4+ years of experience in healthcare administration, preferably in a behavioral healthcare organization
Experience handling complex scheduling workflows in a multi-provider healthcare setting
Strong experience using EHR or database/CRM systems and developing and enforcing data integrity protocols
Experience with Medi-Cal or managing other government contracts; experience in medical/mental health billing
Adept at quickly mastering new technologies and training users; proven ability to leverage technology to enhance efficiency
Demonstrated ability to effectively set and manage multiple priorities in a fast-paced environment and respond to changing needs
Ability to effectively plan and execute strategies
An innovative and growth mindset
Proficient in Excel and Google Suite; ability to quickly manipulate excel data using pivot tables and other functions
Excellent written and verbal communication skills; proven ability to foster teamwork and effectively work with others across the organization
Understanding of HIPAA compliance and experience working with confidential data
Experience implementing and scaling operational structure within a multi-center program

Nice To Haves

BA/BS or advanced degree in related field
Experience with platforms such as Zendesk, Notion, Smart Care, Exym
Experience with implementing new technology

Responsibilities

Team Management: Oversee intake and billing staff, ensuring efficient and effective administrative, intake, and billing functions of our mental health program. Ensure quality customer service and timely scheduling and billing. Participate in performance evaluations and support staff in setting and achieving annual goals. Promote strong collaboration between operations staff and clinicians.
Clinical & Program Operations Manage operational aspects of the MFT/PCC Trainee practicum program, including maintaining up-to-date orientation and training materials, monitoring therapist caseloads, and providing weekly progress analyses towards practicum completion. Be the point person for various resources used to enhance our training program and help our clients. Examples include managing our letter templates used for client care as well as managing and organizing clinical resources. Assist with budget management and oversee clinical supply orders. Manage and coordinate Hively’s psychotherapy.net subscription to maximize access and benefits to clinicians. Support scaling of mental health programs by contributing to the development and implementation of initiatives that leverage technology and streamline operations. Identify operational inefficiencies or areas for improvement and implement solutions to enhance workflow while maintaining high-quality customer service to clients. Develop and maintain the department’s Notion page, documenting SOPs and ensuring clinical staff are trained and updated on all changes.
Data & Systems Management Serve as an admin-level user of Exym EHR and Smart Care Audit data, generate reports, and analyze information using advanced Excel functions Support service entry and registration in Smart Care as needed.
Contract Compliance & Credentialing Manage and ensure strict adherence to Medi-Cal SAN contract reporting, timeliness, eligibility, and billing requirements. Manage enrollment and implementation of Medicare contract. Manage provider credentialing, including CAQH, PAVE, Alameda Alliance for Health, and Alameda County Behavioral Health. Provide support for other mental health service contracts and manage operational aspects of Quality Assurance. Attend regular external meetings with key stakeholders to build strong, collaborative relationships with community organizations and Alameda County.