Client Access Operations Manager - 16th & Burnside Recovery Center (Residential)

Thank you for your interest in career opportunities at Central City Concern!

Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care, addiction recovery and employment assistance. By providing health care, housing and jobs, CCC is ending homelessness in Portland and helping people achieve their highest potential.

Now Hiring: Join Central City Concern as a Client Access Operations Manager (Residential)

Location: Central City Concern - 16th and Burnside Recovery Center

Schedule: Monday - Friday (8:00am - 4:30pm)

***Note: The "home" location for the Client Access Operations Manager will be our new 16th and Burnside Recovery Center (opening in May 2025), but this position will also oversee residential operations for CCC's Letty Owings Center and Hooper Detox Center.

MINIMUM QUALIFICATIONS (REQUIREMENTS)

1. Required: High School Diploma or GED required.
2. Required: 2+ year supervisory experience required.
3. Required: 2+ year recent experience in scheduling in medical software systems.
4. Required: 2+ year recent experience working in electronic medical record systems.

PREFERRED QUALIFICATIONS

1. Bachelor's Degree in health or social service related field of study.
2. Experience in both medical and behavioral health settings.
3. Bilingual proficiency.

Summary:

The Client Access Operations Manager will be responsible for direct oversight of the front desk, scheduling, New Patient Registration, and referral staff of their assigned location; ensuring that all roles and responsibilities are executed. The Client Access Operations Manager serves as a role model and mentor for the Client Access team members to ensure that all roles and responsibilities are carried out as per protocol and in a trauma informed fashion.

This Manager will be responsible for recruitment and retention of Client Access staff. They will be responsible for performance reviews, department meetings, staff trainings, coaching and corrective actions, when necessary, as well as approving time cards within Ultipro, vacations and time off. This position will work closely with the Sr. Director of Client Access Services to ensure adequate staffing and effective processes are in place and participate in quality improvement measures.

DESCRIPTION OF DUTIES:

1. Work as a member of the multi-disciplinary teams to deliver comprehensive, client centered, and trauma informed integrated services.
2. 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.
3. Proactively identify opportunities for improvement within Client Access workflows and logistics. Participate in review of Key Performance Indicators; review and contribute to continuous improvement opportunities and plans.
4. Build understanding of and appreciation for diversity among clients and support their connection to culturally responsive and culturally specific services as requested.
5. Responsible for recruitment and hiring for Client Access Staff.
6. Notify Sr. Director of Client Access in a timely fashion of staff shortages and work collaboratively with Director to problem solve staffing issues.
7. Ensure job descriptions are kept up to date.
8. Train staff to be able to perform their job duties.
9. Perform staff performance reviews, staff coaching and corrective actions when necessary.
10. Process and approve timecards, vacation requests, and time-off requests.
11. First point of contact for any personnel issues in front office departments.
12. Meet with patients/clients that may have concerns or complaints with services or staff.
13. 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.
14. Ensure that Client Access staff comply with roles and responsibilities to meet medical billing requirements.
15. Ensure that appointments are scheduled and documented appropriately within Epic.
16. Oversight of Petty Cash, Co-pays, vouchers and Tri-met tickets at each site. Ensure that any payments collected are recorded appropriately and completed.
17. Responsible for daily balance sheets and bank deposits of collected payments.
18. Ensure efficient and correct flow of patient information, regardless of source or media, including scanning, faxing and indexing documents electronically.
19. Ensure that Releases of Information are completed, documented and processed following policy and laws.
20. Ensure that appropriate office supplies and resources are available to front desk staff and monitor ordering practices.
21. Participate in quality assurance and quality improvement activities.
22. Monitor Client Access Staff compliance with all CCC policies and procedures.
23. Implement new policies and procedures when they are approved.
24. 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.
25. Attend all mandatory CCC trainings in a timely manner.
26. Perform other duties as assigned.

SKILLS AND ABILITIES:

1. Ability to consider the impacts and outcomes for underserved communities during decision-making processes.
2. Ability to consider impacts of systems of oppression, structural racism, and individual bias on client outcomes.
3. Ability to supervise others and effectively lead a team.
4. Effective communication skills, ability to communicate verbally and in writing clearly and concisely.
5. Demonstrates personal attentiveness, responsiveness and prompt follow up to all internal and external customers.
6. Demonstrates leadership and problem-solving skills to ensure optimum efficiency in work flows.
7. Competency in electronic medical systems and other computer software (MS Word, Excel, Outlook, Internet).
8. Excellent data entry skills.
9. Ability to understand and follow written and verbal instructions.
10. Ability to coach team members in a positive and supportive manner.
11. Ability to be highly motivated, make decisions and work in a fast paced environment.
12. Demonstrate a high tolerance for ambiguity and change.
13. Proficient in 10-key and keyboarding.
14. Detail oriented and accurate record keeping.
15. Ability to maintain confidentiality at all times.
16. Understands laws, regulations, policies and procedures related to UDS (urine drug screens).
17. Understands laws, regulations, policies and procedures related to medical records.
18. Must be comfortable working 1:1 with patients/clients that may be struggling medically and mentally, agitated or in distress.
19. Strong ability to remain calm and problem solve in crisis situations.
20. Ability to work in an environment where clients/patients may be abusive or hostile.
21. Ability to work with a diverse population in a trauma informed manner.

BENEFITS at CCC

Central City Concern offers incredible benefits to our employees. We offer an extensive total rewards package to include base wages, medical, dental, vision and voluntary plans. Central City Concern also takes employees' financial wellness into consideration and provides a rich retirement match. In the spirit of inclusivity, we celebrate 11 holidays and have a generous paid time off (PTO) plan.

• Generous paid time off plan beginning at 4 weeks (of accrued time) per year at the time of hire. Accrual increases with longevity.
• 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!
• 11 paid Holidays + 2 Personal Holidays to be used at the employee's discretion.
• 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.

Central City Concern is a second chance employer and complies with applicable laws regarding 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.