Client Access Operations Manager

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.

TheClient Access Operations Managerwill be responsible for direct oversightof the frontdesk schedulingNew Patient Registrationandreferralstaff oftheir assigned locations;ensuring that all roles and responsibilities Access Operations Managerservesas a role model and mentor for theClient Access team membersto ensure that all roles and responsibilities are carried out as per protocol and in a trauma informed fashion.

ThisManagerwill be responsiblefor recruitment and retention ofClient Accessstaff. They will be responsible forperformance reviewsdepartment meetingsstaff trainings coaching and corrective actions when necessary as well as approving time cards within Ultipro vacations and time positionwill work closely with of ClientAccessServicesto 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.

Schedule: Monday - Friday 8:00am - 5:00pm

Location:Old Town Clinic (727 W Burnside St. Portland OR 97209)

Compensation:$75000 - $106000 annually

Final compensation will be determined based on relevant experience education credentials and internal equity.

MINIMUM QUALIFICATIONS:

• HighSchool Diploma or GED required.
• 5years of recent medical scheduling in electronic medicalsoftwaresystemand EMR systemsto include 3 years of supervisory experience in a healthcare setting.
• Certified Healthcare Access Manager Certification preferred.
• Bachelors Degree in health or social service related field of studypreferred.
• Experience in both medical and behavioral health settings preferred.
• Bilingual proficiencypreferred.
• Must have excellent knowledge of electronic medical records releases and filing procedures.
• Experience working withEpicEHRpreferred.
• 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 withreasonable or no accommodation.
• Central City Concern is committed to a drug-free workplace that encourages a safe healthy and productive work environment and strictly complies with the Drug-Free Work Place Act of 1988. An employee shall not in the workplace unlawfully manufacture distribute dispense possess or use a controlled substance or alcohol.
• Must pass a pre-employment drug screenTB test and background check; this includes clearance by the DHS Background Check Unit.
• Must adhere to agencys 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.

DESCRIPTION OF DUTIES:

• Work as a member of the multi-disciplinary teamsto 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 withinClient Accessworkflows andlogistics. 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 forClient Access Staff.
• 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 approvetimecards 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 thatClient Accessstaff comply with roles and responsibilities to meet medical billing requirements.
• Ensure that appointments are scheduled and documented appropriatelywithin 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 that any payments collected are recordedappropriatelyandcompleted.
• Responsible fordaily balance sheets andbank deposits of collected payments.
• Ensure efficientand correctflow ofpatient information regardless of source or mediaincludingscanning faxingand indexing documentselectronically.
• Ensure that Releases of Information are completed documented and processedfollowing policy and laws.
• Ensure that appropriate office supplies and resources are available tofrontdeskstaffand monitorordering practices.
• Participate in quality assurance and quality improvement activities.
• MonitorClient Access Staffcompliance with allCCCpolicies 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 otherduties as assigned.

SKILLS AND ABILITIES:

• 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.
• Demonstratespersonal 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 inelectronic medical systemsand 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 strugglingmedically 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.

Benefits at Central City Concern

We offer incredible benefits to our employees including an extensive total rewards package competitive compensation medical dental vision Student loan repayment options and retirement savings matching plans!

• Generous paid time off plan beginning at 4 weeks of PTO accrual per year! Accrual amount/rate increases with longevity.
• Up to 11 recognized Holidays and 2 Personal Holidays (dependent on work shift schedule).
• Amazing 403(b) Retirement Savings plan with an employer match of 4.25% in your 1st year 6% in the 2nd year and 8% in your 3rd year!
• Comprehensive Medical Vision and Dental insurance coverage.
• Employer-Paid Life Short-Term Disability & Long-Term Disability Insurance!
• Sabbatical Program offering extended time off at years 7 14 and 21.

This description is intended to provide a snapshot of the work performed and is not designed to contain a comprehensive inventory of all duties responsibilities and qualifications required for the position.

As an agency deeply rooted in recovery part of our policy and commitment to a drug and alcohol-free workplace includes post-offer and pre-employment drug screens. Please note we follow Federal Guidelines regarding prohibited substances even for those legal at the state level.

Central City Concern is a second-chance employer and complies with applicable laws regarding the consideration of criminal background for employment purposes. Government regulations contractual requirements or the duties of this particular job may require CCC to conduct a background check and take appropriate action to address prior criminal convictions.

Required Experience:

Manager