Operations Manager - Patient Access and Experience

CommuniCare Health Centers - California3.7

Full-timeEstimated: $51,000 - $70,000 a year
We love to come to work, want to join us? CommuniCare Health Centers is a network of Federally Qualified Health Centers raising the bar for high quality healthcare. CCHC’s mission is to give access to high quality healthcare, regardless of one’s ability to pay. The Operations Manager- Patient Access and Experience serves as the stakeholder champion to set the service culture for the organization and improve the experience of our patients. The focus of this position is the intersection between patient experience, patient navigation, social determinants of health (SDOH), process improvement, and clinical operations.

The right fit for this job: You seek a team that likes to raise the bar for health center operations. You are seasoned in customer service, process improvement, clinical operations, eligibility and enrollment services, and quality improvement. You are likely the kind of person that notices details and naturally likes to clean up. Ideally, you speak a second language. If you don’t, it’s not a deal breaker if you tell us how resourceful you’ll be to overcome that disadvantage.

Supervision: Oversees patient experience initiatives, SDOH, and direct supervision of the Client Benefits Advocates (eligibility support workers).

Davis, California. Full-time; Occasional weekend attendance for operational support and/or special events. CommuniCare Health Centers is a Federally Qualified Health Center providing comprehensive, patient-centered health services (including medical, dental, substance abuse treatment, behavioral health, perinatal and health education and outreach services) to low income, multi-ethnic, uninsured and underinsured persons living in and around Yolo County

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign duties and responsibilities to this job at any time with reasonable accommodations.

Develop infrastructure to increase operational effectiveness to improve customer satisfaction and patient engagement.
Implement new initiatives to improve patient experience, access, and/or navigation.
Train staff in initiatives and systems relating to patient experience and patient satisfaction.
Create and track benchmarks for member engagement and patient satisfaction to assess outcomes and impact.
Manage data sets and reports related to the patient experience: plan, analyze, prepare, manage and evaluate administrative and operational activities of patient experience outcomes and related projects.
Provide ongoing and direct supervision of all Client Benefits Advocate staff, including those team members working in Primary Care, Perinatal and providing On-Call services, including and not limited to:
Manage the hiring, on-going supervision and support of Client Benefits Advocates and CBA Coordinator.
Training and on-going evaluation of Client Benefits Advocate staff on eligibility requirements, application process, and benefits of enrollment in third party programs, health care coverage, and CalFresh.
Facilitate Client Benefits Advocate staff meetings.
Oversee the Health Insurance Retention Plan for CommuniCare patients:
Collaborate with Redwood Community Health Coalition (RCHC) in implementing retention activities for CommuniCare’s Partnership Health Plan patients.
Assist in designing and implementing retention activities for other health coverage programs.
Manage the Patient Assistance Program (PAP).
Collect data and complete progress reports and grant narratives.
Other special projects and duties as assigned.
Education & Experience: Master’s degree preferred. Minimum BA or BS degree in health and human services field and five years of progressively responsible experience working in a community health clinic, counseling agency, or other closely related social service agency required. Experience in a social service agency, health care organization or medical office required. Demonstrated supervisory experience required. Knowledge of California healthcare programs, payors and FQHCs strongly preferred.

Special Skills/Equipment:
Bilingual English and Spanish preferred.
Supervisory experience required.
Ability to communicate effectively with patients and patients’ family members.
LEAN certification or other proven experience in human centered design preferred.
Data collection and analysis experience preferred.
Current certification or successfully complete the training and certification process to become a Covered California Certified Enrollment Counselor (CEC) and successfully maintain CEC certification within six months of hire. Must be able to pass criminal background check conducted by Covered California, required to become a Certified Enrollment Counselor.

Expectations: Ability to work well with a multidisciplinary team. Ability to problem solve and be self-motivated. Must have excellent written and oral skills, strong organizational skills, problem-solving and analytical skills. Must have ability to multitask, manage priorities and workflow. Required to have versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm and have acute attention to detail. Expected to have strong interpersonal skills and understand and follow written/verbal instructions. Able to work independently with little or no supervision. Ability to communicate effectively with patients from all walks of life, individuals at all organizational levels and with external customers.

Physical Requirements: *The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to operate office equipment, including computer and copier equipment. Must be able to sit or stand for long periods of time, with occasional walking. Ability to bend and lift up to 25 pounds. Hearing and vision required.