Mental Health Clinic Operations Manager

Mental Health Clinic Operations Manager (Full-time, 40 hours)

FamilyMeans' mission is to strengthen communities by helping individuals and families through challenges in all life stages. FamilyMeans envisions vibrant and resilient communities where everyone lives to their fullest potential. Our work is life's challenges. A career with FamilyMeans provides an opportunity to enrich your professional life while working alongside colleagues who share a vision of making changes in people's lives through high quality services. We strive to provide the highest quality of care for our clients as well as work-life experience for our employees. The Clinical Operations Supervisor opportunity is an exempt position that will work 40 hours per week. This position is also eligible for all organization-sponsored benefits.

POSITION

Support the Counseling & Therapy Department operations by overseeing and supervising the administrative support team through planning, organizing, and implementing administrative systems; providing and managing administrative support for counseling programs; oversight and maintenance of electronic health record system; assists with insurance verification and billing related tasks; and oversight of the nursing process and services for clients and staff.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Supervision & Oversight of Support Team (Personnel) 35% of time

Lead administrative support team (receptionists, intake, credentialing) to ensure a positive and smooth experience for all clients, volunteers, and staff.

• Maintain administrative staff by recruiting, selecting, orienting, and training employees. Develop personal growth opportunities.
• Arrange and manage schedules to ensure adequate front desk, phone and intake coverage during business hours; maintain monthly staffing schedule for support team.
• Oversight and maintenance of regular tasks that receptionists, intake and credentialing staff complete (ie: annual consents, ROI's, discharges, waitlists, insurance verification, follow-ups with insurances/credentialing items).
• Communicate job expectations; plan, monitor, and assess job results; coach, counsel, and discipline employees; initiate, coordinate, and enforce systems, policies, and procedures
• Maintain professional boundaries and model behaviors desired for the entire team; respect, confidentiality, professionalism, ethical etc.
• Maintain a safe and secure work environment.
• Facilitate 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

Administrative Oversight & Support of C&T Dept (Operations) 45% of Time

Oversee the smooth daily running of the mental health clinic from front reception to discharge for clients and staff; coordinating with the Clinical Director on processes. Ensure compliance of administrative documentation with: State Statutes, Licensing boards, Insurance panels, HIPAA, and PHI

• Assist and cover in reception, intake and credentialing positions as needed on regular basis
• Crosstrain in all positions within the support team so can become the expert within the department for how and why these positions are critical and interrelated.
• Assist with credentialing, insurance verification and billing related tasks as needed
• Maintain the presentation of the agency lobby area (ensuring cleanliness, materials and supplies stocked, and general appearance for guests).
• Coordinate various trainings for department
• Coordinate, with assistance from the Clinical Director as needed, the running of the department when communication practices are down for staff/clients (internet, phone, office closure etc.)
• Procentive Champion for staff on all data and system-level questions
• Develop and maintain comprehensive understanding of Procentive capabilities for all clinical and support staff
• Maintain users in Procentive, along with their appropriate locations, availability, department and agency meetings and holidays, and billing related set-up of clinical staff
• Train administrative and clinical staff (current and new) on Procentive software.
• Assist with pulling and reporting statistical reports 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
• Participate in regularly scheduled meetings with Procentive staff.
• Process general administrative support requests from program staff; fulfill requests or delegate and monitor completion of tasks. These types of tasks may include but are not limited to:
• Prepare and gather materials for program activities; copy work; data entry
• Correspondence with staff, clients, outside entities as needed
• Keep filing room organized and maintained regularly.
• Specific tasks assigned to the MH Clinic Operations Manager are but not limited to:
• Create forms, brochures, flyers, surveys, and newsletters (specifically SB related each summer)
• Assist in maintaining email accounts within the department (intake/credentialing/agency)
• Maintain statistical records for dept.Monthly program stats; individual clinician stats
• Annual tracking of CEU collection and events done by dept.
• Grant data collection and analysis – including SLMH semi-annual data
• Peer Review prep, administration, and data entry for C&T dept.
• Client satisfaction surveys prep, administration, and data entry for C&T dept (2x/year).Create Good Faith Estimates for all current and new intakes who are Private Pay or Sliding Fee. Update as changes occur
• Monitor FastTracker website monthly
• Monitor and update therapy list serv websites every 2-3 months (Psychology Today, Theratribe, Therapy Den)
• Maintain sliding fee updates per federal guidelines as needed
• Complete special projects as assigned by Clinical Director

Support Psychiatric Nurse Practitioner Position (PNP) 15% of Time

• Receive, process, and schedule all referrals for the PNP (data entry; insurance verification; scheduling; communicating with clients; intake forms; annual consents)
• Maintain communication between clients, staff, and PNP
• Maintain administrative oversight to prescription information coming back to PNP through ePrescribe in Procentive that needs further information (in EHR)
• Assist in creation and maintenance of all policy, process and procedure for the PNP

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

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

Required:

• 2+ years' experience in a management position, with experience ideally obtained in a human service or health care setting.
• 1+ year experience in a mental health electronic health record system or related medical field system.

Preferred:

• 1+ year experience with insurance verification, credentialing and mental health billing.
• 1+ year experience scheduling for and communicating with nursing staff.
• Prior experience in accounts payable and accounts receivable is desired.

Knowledge and Skills

• Knowledge of Procentive or other medical software.
• 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 experience with using all Microsoft programs -specifically Excel (i.e. Word, Excel, Outlook)
• Knowledge of client intake process for new referrals
• Knowledge of basic billing functions (billing claims, corrections, ERA's, balances etc).
• 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.

Schedule: Monday - Friday 8am-4:30pm

Pay: Salaried, range $54,114 - $62,231

Benefits: Health, Dental, PTO, Paid Holidays, 403B + 3% matching

The above statements are not intended to encompass all functions and qualifications of the position. Rather, they are intended to provide a general framework of the requirements of the position. Job incumbents may be required to perform other functions not specifically addressed in this job description.

FamilyMeans is an Equal Opportunity Employer. We prioritize diversity, equity, and inclusion and actively encourage applications from BIPOC, LGBTQ+, women, and individuals from various backgrounds. Authenticity and commitment to care matter more than rigid qualifications. The focus is on creating an inclusive and diverse workplace where everyone can be their authentic selves and contribute to meaningful care for others.

Job Type: Full-time

Pay: $54, $62,231.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan

Experience:

• Management: 2 years (Required)
• EHR systems: 1 year (Required)
• Insurance verification: 1 year (Preferred)

Work Location: Hybrid remote in Stillwater, MN 55082