Clinical Operations Supervisor

POSITION

Support the Counseling & Therapy Department operations by supervising administrative support staff group; planning, organizing, and implementing administrative systems; providing and managing administrative support for counseling programs; maximizing programs’ use of existing electronic health record systems. This position oversees the credentialing process for all clinical staff in the clinics and school locations. This position also assists with insurance verification and billing related tasks as needed.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Supervision & Oversight 50 % of time

1. Lead front support receptionists and intake support staff (clinic and school-based) to ensure a positive experience for all callers and guests and facilitate smooth office operations

· Maintain administrative staff by recruiting, selecting, orienting, and training employees. Develop personal growth opportunities.

· Maintain a safe and secure work environment.

· Arrange and manage schedules to ensure adequate front desk, intake, and phone coverage during business hours

· Accomplish staff results by communicating job expectations; plan, monitor, and appraise job results; coach, counsel, and discipline employees; initiate, coordinate, and enforce systems, policies, and procedures

· Conduct and participate in monthly support staff meetings and use other methods to ensure clear communication, maintain positive staff interaction, and continuously develop team strength

· Conduct monthly 1:1 supervision session with individual staff members

· Coordinate various trainings for department

· Assist and cover in both reception and intake positions as needed on regular basis

· Assist with insurance verification and billing related tasks as needed

2. Ensure compliance of administrative documentation with:

· State Statutes

· Licensing boards

· Insurance panels

· HIPAA

· PHI

· Distribute annual Fraud, Waste and Abuse training to all staff that are required to complete

3. Function as the internal resource for Procentive data needs and system-level questions

· Develop and maintain understanding of overall Procentive capabilities as they relate to agency use and changing needs

· Assist with pulling and reporting statistical reports as needed for program planning, grant writing, reporting, service metrics, etc.

· Assist with the ticketing process for Procentive when it pertains to credentialing or intake related information

· Collaborate with billing, intake, and program staff to identify opportunities to further maximize use of Procentive; investigate feasibility and implement as indicated

· Maintain users in Procentive, along with their appropriate locations, availability, department and agency meetings, and billing related set-up of clinical staff

· Train administrative and clinical staff (current and new) on Procentive software.

· Develop agency specific reports within Procentive

Credentialing 30% of time

Create and maintain all credentialing for mental health clinical staff

· Monitor credentialing email and mail for incoming requests

· Create credentialing folders, on each clinician

· Credential each clinician with all insurances FM utilizes

· Maintain credentials for all clinicians

· Manage MCC & CAQH sites

· Maintain insurance grid for quick access to all credentialing info

· Provide support to clinical staff completing paperwork, MCC, CAQH questions

· Communicate a clinician departure to any insurance companies they were paneled with

Administrative Support 15% of time

· Provide administrative support for Counseling and Therapy department.

· Receive administrative support requests from program staff; fulfill requests or delegate and monitor completion of tasks. Tasks may include but are not limited to:

o Prepare and gather materials for program activities

o Computer data entry

o Prepare and send out annual consent documentation as needed for C&T clients

o Create forms, flyers, surveys, and newsletters

o Correspondence

o Assist in maintaining email accounts within the department (intake/credentialing)

o Copy work for department

o Maintain statistical records

o C&T monthly stats – both for overall month and for individual clinicians

o Peer Review prep, administration, and data entry for C&T dept.

o Telephone clients with changes or concerns

o Complete special projects as assigned by Clinical Director

o Maintain sliding fee updates per federal guidelines as needed

o Create Good Faith Estimates for all current and new intakes who are Private Pay or Sliding Fee. Update as changes occur

o Monitor FastTracker website monthly

o Monitor and update therapy list serv websites every 2-3 months (Psychology Today, Theratribe, Therapy Den)

o Review and close out all discharges/transfer summaries.

o Prepare and send out C&T client satisfaction surveys 2x/year (spring/fall) and help with data entry as needed.

o Keep credentialing information organized and clean

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position

Other Duties and Responsibilities

Miscellaneous 5% of time

· Serve on agency committees or task forces as needed.

· Develop and maintain a diverse work force. Manage in ways that maximize the potential of all workers by assuring sensitive and respectful treatment by and toward all employees. Ensure that services are delivered with cultural sensitivity and competence. Promote the development of cultural competence in all employees. Create and maintain a work climate that is inclusive and free of bias.

· As with all FamilyMeans staff positions, this position is responsible for helping ensure volunteers and interns have exemplary experience during all interactions with FamilyMeans and is expected to consistently maintain a high level of customer service to all guests, clients, and fellow team members.

· Participate in and contribute to the agency’s Performance Quality Improvement process.

· Perform other duties as needed to support the mission of the organization.

QUALIFICATIONS:

Education, Licenses and Certifications

· High school diploma or equivalent is required. Associate’s degree in management or related degree is preferred.

· Experience

· 2 years’ experience in a management position, with experience ideally obtained in a human service or health care setting.

· Experience in credentialing providers with insurance companies

· Prior experience in accounts payable and accounts receivable is desired.

Knowledge and Skills

· Working knowledge of Procentive or other medical software

· Knowledge of client intake process for new referrals

· Knowledge of basic billing functions (billing claims, corrections, ERA’s, balances etc).

· Requires excellent oral, written, and interpersonal communication skills to effectively communicate with clients, employees, interns, volunteers, program participants and other supporters.

· Requires knowledge of and the ability to use a variety of standard office equipment such as a computer, printer, fax machine, copy machine, telephone system and 10-key.

· Ability to type proficiently

· Knowledge of and experiencing with using all Microsoft programs (i.e. Word, Excel, Outlook)

· Ability to maintain confidentiality of client information and security of case records.

· Ability to work independently, exercise good judgement and manage multiple priorities to ensure work is completed in a timely and productive manner.

· Ability to develop and maintain sensitivity to employee and client diversity in the workplace and demonstrate respectful treatment of others.

· Willingness to develop cultural competence related to the services provided by the agency.

PHYSICAL AND MENTAL DEMANDS:

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to finger, handle, or touch objects, tools, or controls. The employee is occasionally required to stand, and/or walk. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required by this job include close vision and the ability to adjust focus. This position requires use of the computer, fax machine, copy machine and the telephone.

The incumbent must be able to effectively and efficiently provide support services to staff and clients both in-person and by telephone on a regular, ongoing basis. Mental demands of this position include comprehension, reasoning, and decision-making within organization guidelines. Must be adaptable and respond effectively to changes in situation or information. Must be able to work with frequent interruptions.

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Work is performed in an office environment. The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $54,114.00 - $62,231.00 per year

Benefits:

• 403(b)
• 403(b) matching
• Bereavement leave
• Dental insurance
• Health insurance
• Life insurance
• Paid holidays
• Paid time off

Schedule:

• Day shift

Work Location: In person

Salary : $54,114 - $62,231