Facility Operations and Customer Experience Manager

• Health insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Dental insurance

• Lead mentor coach and develop department staff while establishing clear performance expectations and accountability.
• Oversee daily department operations billing staffing coverage workflows and productivity.
• Conduct performance reviews and employee development.
• Support employee recruitment onboarding training and retention.
• Foster a professional collaborative and white-glove service-focused team environment.
• Make informed decisions and effectively manage operational challenges and change.
• Set and model a strong sense of urgency responsiveness and accountability ensuring staff understand and consistently meet expectations for timely follow-up and resolution.
• Ability to stay current with evolving healthcare and industry standards and effectively adapt operations workflows and practices as requirements change.

• Serve as the primary point of contact for internal office managerial communications and day-to-day operational coordination.
• Oversee daily operational support provided to partner facilities.
• Oversee and support provider scheduling facility coverage appointment coordination and schedule changes across multiple programs and levels of care.
• Manage and maintain Google Calendar accuracy TigerConnect communication groups provider schedules and on-call coverage.
• Work across multiple EMR platforms and communication channels to ensure information is accurate timely and appropriately communicated.
• Support facility onboarding by implementing established PNS templates workflows materials and templates within facility EMR systems and ensuring accuracy of proper configuration.
• Ensure prescribers are appropriately assigned and configured within facility EMR systems.
• Ensure TigerConnect groups users and communication channels are set up correctly.
• Conduct onboarding quality checks to ensure required systems templates access provider assignments and communication channels are functioning properly before services begin.
• Support facility offboarding including provider and staff communication EMR access and system deactivation removal or transition of templates and workflows materials communication channel updates and completion of required offboarding documentation.
• Monitor and support billing data and ensure appointment counts provider schedules and billing-related data are accurately aligned and reconciled.
• Monitor communication and response times between providers staff facilities and internal departments.
• Address urgent operational matters including peer-to-peer reviews prior authorizations urgent appointment requests and other time-sensitive provider or facility needs.
• Coordinate operational needs between facilities providers billing teams and leadership to ensure continuity of services and timely resolution of issues.
• Prepare operational and performance reports as needed.
• Ensure required documentation evaluations orders and related information are accurately entered and maintained in facility EMR systems promptly.
• Support billing-related processes by ensuring required information is accurate complete and submitted timely.
• Maintain departmental dashboards trackers and reporting tools.
• Effectively manage and work across multiple communication platforms email systems and communication channels while maintaining timely and accurate communication.

• Maintain positive and professional working relationships with providers facility staff internal teams referral partners and other key stakeholders.
• Serve as the primary escalation point for facility concerns complaints provider issues and operational challenges.
• Investigate concerns identify root causes and coordinate appropriate resolutions.
• Monitor service trends and identify opportunities to improve responsiveness communication and customer experience.
• Ensure concerns and requests are addressed professionally promptly and effectively.

• Oversee departmental compliance with organizational policies contractual requirements operational standards and applicable regulatory and accreditation requirements including DHCS DSS TJC CARF and other standards applicable to each contracted facility.
• Maintain a strong understanding of operational requirements specific to each level of care and ensure departmental practices are adapted to meet applicable requirements.
• Conduct routine EMR audits to ensure accuracy completeness compliance and timely completion of communications scheduling documentation provider responsiveness and workflows.
• Monitor completion of required documentation provider sign-offs medication orders and operational tasks.
• Identify deficiencies and coordinate corrective actions.
• Support organizational readiness for audits accreditation activities and regulatory reviews.
• Track facility census psychiatric evaluations appointments no-shows billing utilization and other operational metrics.

• High School Diploma or equivalent required.
• Experience working in mental health substance use treatment or a related healthcare environment required.
• Minimum of five (5) years of progressive healthcare operations experience.
• Minimum of three (3) years of management experience overseeing staff customer service operations and departmental workflows.
• Demonstrated experience managing customer service initiatives complaint resolution and service recovery.
• Experience overseeing compliance programs operational audits and quality improvement initiatives.
• Strong experience building relationships with healthcare stakeholders.
• Management experience and demonstrated leadership success.

• Operational Excellence: Effective timely accurate and efficient support across providers staff contracted facilities and internal teams.
• Customer Experience: Consistent delivery of professional responsive and high-quality customer service including effective resolution of escalated concerns.
• Staff Leadership & Retention: Build and maintain a high-performing engaged accountable and professional team through effective leadership coaching development and retention.
• Urgency & Responsiveness: Establish and model a strong sense of urgency ensuring operational and customer needs are addressed promptly and appropriately.
• Systems & Operational Accuracy: Maintain effective and accurate management of scheduling communication platforms EMR systems Billing Hub and related operational processes.
• Facility Transitions: Ensure successful and timely onboarding and offboarding of facilities including operational system communication access and documentation requirements.
• Compliance & Quality: Maintain compliance with organizational contractual regulatory accreditation and level-of-care requirements while adapting to changes in applicable standards.
• Continuous Improvement: Identify operational challenges inefficiencies and service gaps and implement solutions that improve efficiency communication accountability and service quality.
• Leadership Communication: Maintain consistent open and proactive communication with the Director of Facility Development and promptly escalate significant operational staffing facility compliance and service-related matters.
• Departmental Performance: Consistently achieve departmental goals quality standards operational expectations and organizational priorities.

We are Pacific Neuropsychiatric Specialists (PNS) and our experience enables us to offer effective outpatient individualized psychiatry care. Our psychiatry team provides psychiatric treatments for children adolescents adults and seniors from multiple offices located throughout Orange County we do accept patients from the entire United States as well. Our psychiatrists treat a number of mental health disorders including anxiety stress PTSD bipolar schizophrenia dementia depression ADD ADHD alcohol and chemical dependency and more. Our Psychiatry practice was founded on the principles of treating patients with care compassion and understanding.