What are the responsibilities and job description for the Client Access Services Scheduling Manager position at Brien Center for Mental Health?
Weekdays, 1st Shift! No nights, weekends or holidays!
Job Summary
The Client Access Services Scheduling Manager supports the Director of Revenue Cycle Management by overseeing the daily operations of the Client Access Services (CAS) scheduling team. This position supervises Client Access Service Representatives, manages escalated issues, ensures operational efficiency, and drives compliance with intake protocols. The Manager is responsible for the successful implementation and utilization of ZingTree (workflow automation) and Droidal (AI-assisted insurance verification), leveraging data to maximize access and reduce intake-related billing errors.
Essential Job Functions
Operational Leadership and Supervision:
- Oversees and supports the daily functions of the CAS scheduling team, ensuring effective and timely client access to services.
- Supervises Client Access Services Representatives, providing regular feedback, performance monitoring, and issue resolution.
- Manages staff schedules, training, and productivity metrics aligned with organizational goals.
Technology Utilization and System Oversight:
- Utilizes ZingTree to configure and improve workflows and intake scripts that support accurate data collection and scheduling processes.
- Implements and oversees the use of Droidal, the agency’s AI-based insurance verification tool, to ensure real-time eligibility checks and authorization tracking.
Quality Assurance and Data Monitoring:
- Monitors intake data and system activity to identify trends in access barriers, scheduling delays, and insurance verification errors.
- Analyzes root causes of billing denials and implements process improvements based on system feedback and analytics.
Process Improvement and Change Management:
- Drives the implementation of process improvements in collaboration with other departments, including IT, Billing, and Clinical Programs.
- Ensures CAS workflows are documented, standardized, and aligned with agency policies and compliance requirements.
Communication and Escalation Management:
- Serves as the primary point of contact for intake-related escalations and complex scheduling scenarios.
- Communicates clearly with internal stakeholders to resolve service or access concerns efficiently and professionally.
Compliance:
- Adheres to all applicable state and federal regulations; ensures compliance with the organization’s policies and procedures, code of conduct, and all applicable regulatory requirements.
Qualifications, Experience and Education
- Associate’s degree required; Bachelor’s degree in Healthcare Administration, Business, or related field preferred.
- Minimum of 3 years of experience in client access, scheduling, or healthcare operations.
- At least 1 year of supervisory experience required.
- Demonstrated ability to lead teams, manage operational performance, and use technology platforms to improve outcomes.
- Experience using or managing workflow automation tools (e.g., ZingTree) and insurance verification systems (e.g., Droidal or similar) preferred.
- Strong organizational, analytical, and communication skills.
- Ability to respond quickly to operational challenges using data-informed decision-making.
