Client Access Operations Manager

About the role

The Client Access Operations Manager will oversee the front desk, scheduling, New Patient Registration, and referral staff at assigned locations. This role requires direct oversight and supervision of these teams.

Responsibilities

• Directly manage and supervise the front desk, scheduling, New Patient Registration, and referral staff.
• Ensure all roles and responsibilities are executed efficiently and according to protocol.
• Recruit and retain Client Access staff, including training and performance reviews.
• Participate in quality improvement measures and review Key Performance Indicators (KPIs).
• Manage petty cash, co-pays, vouchers, and Tri-Met tickets, ensuring accurate documentation and processing.
• Oversee daily balance sheets and bank deposits of collected payments.
• Ensure efficient and correct flow of patient information, including scanning, faxing, and indexing documents electronically.
• Complete and process Releases of Information (ROIs) in accordance with policy and law.
• Monitor office supplies and resources, ensuring availability for front desk staff.
• Attend mandatory CCC trainings and implement new policies and procedures as needed.
• Support compliance with privacy and security requirements, including immediate reporting of breaches.
• Provide exceptional customer service, addressing concerns and complaints from internal and external customers.
• Ensure medical billing requirements are met and appointments are scheduled and documented appropriately.
• Coach and support team members in a positive and supportive manner.

Requirements

• High School Diploma or GED required.
• 5+ years of recent medical scheduling in electronic medical software systems, including 3 years of supervisory experience in a healthcare setting.
• Bachelor’s Degree in health or social service related field of study preferred.
• Experience in both medical and behavioral health settings preferred.
• Bilingual proficiency preferred.
• Excellent knowledge of electronic medical records, releases, and filing procedures.
• Experience working with Epic EHR preferred.
• Confident with computer software, particularly 10-key and keyboarding.
• Detail-oriented and accurate record-keeping skills.
• Ability to maintain confidentiality at all times.
• Understanding of laws, regulations, and policies related to UDS (urine drug screens), medical records, and privacy/security requirements.

Qualifications

• High School Diploma or GED required.
• 5+ years of recent medical scheduling in electronic medical software systems, including 3 years of supervisory experience in a healthcare setting.
• Bachelor’s Degree in health or social service related field of study preferred.
• Experience in both medical and behavioral health settings preferred.
• Bilingual proficiency preferred.
• Excellent knowledge of electronic medical records, releases, and filing procedures.
• Experience working with Epic EHR preferred.
• Confident with computer software, particularly 10-key and keyboarding.
• Detail-oriented and accurate record-keeping skills.
• Ability to maintain confidentiality at all times.
• Understanding of laws, regulations, and policies related to UDS (urine drug screens), medical records, and privacy/security requirements.

Skills

• 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, both verbal and in writing.
• Demonstrates personal attentiveness, responsiveness, and prompt follow-up to all internal and external customers.
• Competency in electronic medical systems and 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.
• Proficient in 10-key and keyboarding.
• High tolerance for ambiguity and change.
• Understands laws, regulations, policies, and procedures related to UDS (urine drug screens), medical records, and privacy/security requirements.
• Support compliance with all privacy and security requirements pursuant to community partners’ and outside providers’ patient confidentiality agreements.

Benefits

• Incredible benefits package including an extensive total rewards program, competitive compensation, medical, dental, vision, student loan repayment options, and retirement savings matching plans.
• Generous paid time off plan starting at 4 weeks of PTO accrual per year, with accrual increasing with longevity.
• Up to 11 recognized holidays and 2 personal holidays (dependent on work shift schedule).
• Ambitious 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, and long-term disability insurance.
• Sabbatical program offering extended time off at years 7, 14, and 21.