Sr. Program and Operations Support Specialist

Hively•Oakland, CA

8d•$31 - $34•Hybrid

About The Position

Hively is seeking an administrative superstar to join our expanding Mental Health Department as a Program & Operations Support, Sr. Specialist. This individual will be a central pillar of our team, providing versatile, high-level operational support across all areas of mental health administration. The ideal candidate is exceptionally organized, tech-savvy, and proactively seeks ways to optimize and support workflows. As a Senior Specialist, you must possess the agility to shift priorities daily based on the shifting needs of the department. You will handle essential foundational administrative functions, ensuring provider credentialing is timely, clinical files are prepared with precision, and our electronic health record database is maintained. You will also engage with clients through appointment reminders, general outreach, and scheduling support. Responsibilities include accurately entering data into our EHR, assisting with reporting, managing the teams SOPs, and supporting with other administrative tasks that arise. This role floats between our Pleasanton and Oakland office, with a preferred schedule of Monday - Wednesday in Pleasanton and Thursday - Friday in Oakland. Ability to travel between sites within the same day at times will be needed, as well as occasional travel to San Leandro.

Requirements

Minimum 3+ years of administrative or operational experience within a healthcare or community-based organization setting.
A proven track record of exercising exceptional independent judgment, recognizing operational gaps, and stepping in proactively to support team members.
Advanced Google Sheets / Excel Skills: Proficient in data manipulation, utilizing filters, formulas, and advanced functions to audit information and prepare crisp operational reports.
Solid foundational knowledge of HIPAA policies, confidentiality parameters, and data security best practices.
Previous experience in medical or behavioral health environment
Experience in workflow process development and identifying areas for process improvement
Strong attention to detail and comfort working with data
Applicants must be authorized to work for any employer in the U.S.

Nice To Haves

Bachelor's degree preferred
Working familiarity with the Medi-Cal system of care and county behavioral health contract requirements.
Prior operational familiarity or administrative proficiency with Smart Care, Exym EHR, Zendesk, Notion, and the Google Workspace ecosystem.

Responsibilities

Spearhead foundational clerical workflows, including preparing comprehensive intake files, archiving hard copies, and managing rigorous file closeout checklists for discharged clients.
Serve as the primary point person to develop, manage, organize, and maintain the department's Notion page, ensuring all Standard Operating Procedures (SOPs) are documented and up to date.
Process external client record requests securely and in full accordance with regulatory and HIPAA standards.
Support the team's research, selection, and structured migration to a new Electronic Health Record (EHR) system. Serve as an admin-level power user executing routine system maintenance, user support, data entry, and data integrity audits. Regularly input new clinical information and cross-reference data for accuracy.
Act as a primary administrative liaison for the clinical team. Proactively manage coordination with clinicians to track client statuses, support monitoring discharge workflows, and support with outgoing clinician schedule changes to ensure clinic spaces are maximized.
Manage provider insurance enrollment and credentialing workflows for Medi-Cal contracts, including CAQH, PAVE, Alameda Alliance for Health, and ACBH roster updates.
Act as a dependable, highly trained backup for weekly service data entry (billing) in Smart Care and client scheduling/intake management during high-volume periods or staffing gaps. Support intake with speciality mental health screenings, as needed.
Ensure new referrals are tracked and entered into EHR in a timely fashion, as needed, to support the Intake team.
Execute next-day intake appointment reminders to maximize clinic attendance, and diligently follow up on mental health leads gathered at community engagement events.
Demonstrate a high level of autonomy and adaptability by shifting daily tasks and project focus smoothly in response to immediate operational demands, high-volume periods, or urgent department needs.
Follow-up to clients on outstanding information needed to ensure eligibility; check eligibility in real time as needed and as our process evolves.