Client Access Supervisor

$62,400 - $87,360/Yr

Central City Concern - Portland, OR

Full-time - Mid Level

Portland, OR

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Client Access Supervisor has a vital role in overseeing and guiding the client access staff at their assigned location. They serve as mentors, ensuring that staff members carry out their responsibilities in accordance with established protocols and in a trauma-informed manner. The supervisor actively supports the recruitment and retention of client access staff and conducts performance reviews, department meetings, and training sessions. They also provide coaching and take corrective actions when necessary. Administrative duties, such as approving time cards and managing vacations, are part of their responsibilities. The Client Access Supervisor collaborates closely with the Client Access Services leadership team to ensure adequate staffing and effective processes. They also contribute to quality improvement efforts.

Responsibilities

• Work as a member of the multi-disciplinary team to deliver comprehensive, client centered and trauma informed integrated services.
• 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.
• Proactively identify opportunities for improvement within workflows and logistics.
• Participate in review of Key Performance Indicators; review and contribute to continuous improvement opportunities and plans.
• Build understanding of and appreciation for diversity among clients and support their connection to culturally responsive and culturally specific services as requested.
• Provides direct oversight of Client Access staff (Client Access Specialist I & II, and Urine Drug Screen Technicians where applicable).
• Responsible for recruitment and hiring for client access staff.
• Notify Client Access Services Operations Manager in a timely fashion of staff shortages and work collaboratively with Manager to problem solve staffing issues.
• Ensure job descriptions are kept up to date.
• Train staff to be able to perform their job duties.
• Perform staff performance reviews, staff coaching and corrective actions when necessary.
• Process and approve timecards, vacation requests, and time-off requests.
• First point of contact for any personnel issues in client access departments.
• Meet with patients/clients that may have concerns or complaints with services or staff.
• 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.
• Ensure that front desk staff comply with roles and responsibilities to meet medical billing requirements.
• Ensure that appointments are scheduled and documented appropriately within the EHR.
• Ensure that confirmation and outreach calls are documented appropriately within EHR.
• Ensure that any payments collected are recorded appropriately are completed.
• Responsible for daily balance sheets and bank deposits of collected payments.
• Ensure efficient and correct flow of patient information, regardless of source or media, including scanning, faxing and indexing documents electronically.
• Coordinate maintenance and service as needed for office machines.
• Ensure that appropriate office supplies and resources are available to client access staff and monitor ordering practices.
• Participate in quality assurance and quality improvement activities.
• Monitor client access compliance with all CCC policies and procedures.
• Implement new policies and procedures when they are approved.
• 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.
• Attend all mandatory CCC trainings in a timely manner.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED required.
• Two (2) or more years of formal supervisory experience.
• At least one (1) year of recent experience scheduling in electronic medical record systems (EMRs).

Nice-to-haves

• Bachelor's Degree in health or social service related field of study.
• Experience in both medical and behavioral health settings.
• Bilingual proficiency (e.g. fluent in Spanish).
• Experience working with Epic or Athena.

Benefits

• 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.