Director of Clinic Program Operations (DCPO)

*This position will work in-person at our Concord, Richmond, and Antioch Clinics.

DESCRIPTION OF JOB RESPONSIBILITIES AND DUTIES

Serves as part of the Operations team to ensure alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of strategic business initiatives and programs across Hume's clinics and programs in a specified region/county. This role will support business strategy, organizational alignment, and prioritization of business initiatives of the Agency; as well as supports the development and implementation of clinic operation initiatives, systems, and/or processes to a desired future state. This professional will participates in change management plans associated with business initiatives. Performs and assesses strategic performance metrics to support business initiatives and growth, while adhering to relevant policies and procedures.

This professional will have strong management skill, and will be responsible for developing and improving clinic operational processes, and ensure adequate flow of information throughout the assigned region for smooth running of the day-to-day business operations with guidance from the VP of Organizational Development and in collaboration with clinic/program managers. The person in this role will need to be a strong problem-solver, detail oriented and organizationally skilled to help manage agency-wide Productivity/Direct Service reports and data processing. Additionally, the ideal candidate will have exceptional communication skills, and will be resourceful in building relationships across the larger Hume Center ecosystem in supporting staff/clinicians in problem-solving; setting, evaluating and meeting their annual SMART goals in support of the agency's mission and expected business performance goals.

PRIMARY SUPERVISOR: Vice President, Organizational Development and Operations

REQUIREMENTS

Master's degree in Business Administration, or Health Care Management, Organizational Leadership, Public Health Administration etc, plus a 2-year certificate in Related Field OR Master's degree in Business Administration, or Health Care Management, Organizational Leadership, Public Health Administration etc

Prior management experience

Experience in a community behavioral health

Skilled in handling multiple tasks and swiftly adapting to changes on a dynamic team

Work full time, and must be willing to work evenings/weekends as needed.

Demonstrate ability for representation of The Hume Center.

Possess a valid California Driver's license. Must be willing to use own vehicle and valid car insurance for work related travel. This job requires travel between clinics in Contra Costa and Alameda Counties at times.

Willing to work in-person in Hume Center main office and clinics five days a week

Be willing to use own cell phone to be accessible and willing to be available to receive calls for crisis and/or emergency situations with supervisors and relevant colleagues.

Experienced in managing multiple offices or clinics

Experienced in balancing competing priorities

Experienced in managing several projects simultaneously

Experienced in supporting technological functions

A history of maintaining confidentiality and discretion in all professional relationships

Prior management experience

Proficient in using GSuite, various Microsoft programs (including Word, Excel, and PowerPoint), and data analysis software and experience with advanced Excel functions including formulas, macros etc.

Ability to pass pre-employment background check, Physical, and TB clearance

PREFERRED REQUIREMENTS

A. PsyD or be registered or licensed as a clinician yet require certification in topic areas related to administration/management

B. Experience developing and executing communication strategies tailored to various audiences, such as executives and clinic/program leaders

C. Experience in data reporting and management

D. Certifications: Performance Improvement or similar (Management Action Plan), conflict management.

PERSONAL ATTRIBUTES

Demonstrates Creativity, Flexibility and Openness

Demonstrates High Professionalism

Strong Organizational Skills

Effective Interpersonal Skills, verbal and written communication skills

Ability to Maintain Confidentiality

Detail oriented.

Works independently.

Experienced in close collaboration with other leaders and professionals

Ability to hold accountability and support growth and responsibility

Adept at working with both internal and external cross-functional teams.

Ability to work in fast-paced and ever changing environments

Ability to manage project details and project management skills

Excellent conflict management resolution and problem-solving skill

Ability to prioritize tasks and to meet deadlines

Excellent relationship management skills and emotional intelligence

Ability to work collaboratively and effectively with team members at all levels

Ability to read and interpret data, perform data analysis, and report writing

Skilled in handling multiple tasks and swiftly adapting to changes

Strong management skills

ROLES AND RESPONSIBILITIES

Will oversee the entire clinic operations and ensure contract goals are met.

Will handle administrative tasks related to clinicians (performance reviews, scheduling, direct service reporting).

Will supervise the COAs/ACOMs/COMs who are providing the administrative support for the clinics.

Collaboration: the DCPO will collaborate with each clinic's Clinical Lead (could be through weekly meetings) to ensure the expected clinical and operational goals are met.

Referral and Intake Process: The DCPO will be responsible for the management of referrals in collaboration with Director, Clinical Service (DCS).

Will coordinate regularly scheduled collaboration meetings and ongoing maintenance of those relationships with community partners in partnership with the DCS

Will be responsible for local aspects of facilities in collaboration with the Facilities Manager

Will participate in the budget process and monitor budget performance.

Provide oversight and management of all clinic site visits, clinical functions, equipment, and vendor relations.

Monitors EHR utilization and optimization in patient encounters

Ensure clear understanding of updates and application of Health Insurance requirements of eligibility, authorization/payer of services and implementation of relevant clinic administrative operations protocols.

Liaises with cross functional departments to efficiently run and grow the referral process and timeliness of scheduling client service appointments using systems such as CCLink

Collaborates with behavioral healthcare multi-disciplinary teams to respond to client information, including but not limited to Insurance processing, Registration, Request for Information)

Oversees recruitment and staff performance management

Monitors appropriate staffing levels and ensure staff completes required training

Promotes individual professional development growth and team building

Effectively manages patient contact and follow-ups to reduce no-shows, ensure prompt rescheduling and follow-up of appointments

Develops patient outreach best practices

Evaluates patient satisfaction ratings and fosters an environment of a highly positive patient experience

Ensures that patient privacy is being maintained according to HIPAA laws, and our offices meets OSHA, ADA and other regulatory standards

Keeps abreast of all regulatory changes and implements applicable changes

Ability to direct, manage, implement, and evaluate operation's activities.

Ability to establish operational goals and objectives that supports Hume's strategic operational plan

Ability to effectively plan, delegate and/or supervise the work of others.

Effectiveness in oral and written communication; ability to deliver clear directives and set expectations

Knowledge of insurance regulatory issues, billing and coding practices

Demonstrated ability to implement and monitor new initiatives, provide appropriate feedback and/or corrective actions

Prepare operations briefs and reports for supervisors, mid-management and Executive Team

Build cross-functional relationships between departments and programs, and collaborate with other leaders to meet overall Agency expectations.

Foster external and internal engagements including visiting programs/clinics for ongoing operational support to ensure set expectations are met.

Must be able to read reports and research documents

Effectively articulate The Hume Center's shared vision, mission, and strategic plan

Serve as a leader and build staff consensus to ensure coordination and integration of care across the various programs and clinics.

Staying updated with health care and behavioral health care regulations of clinic operations standards/healthcare reform

Create, update and maintain Clinic Operations procedures.

Create and maintain positive relationships with all stakeholders.

Oversees and directs the implementation of projects, operational initiatives/changes as rolled out by the leadership team.

Provides assistance with ad-hoc, special projects, as needed

Operational Support

Ensuring that clinical documentation is properly logged and stored

Overseeing Utilization Review and Client Service Authorization

Lead and manage all clinic operations

Manage and provide administrative oversight for all clinic operations teams

Oversees individual employee development, safety, and training; and conducts performance reviews

Ensure team provide exceptional customer service to all client's regardless race, religion, sexual orientation, gender in accordance with state, local and federal laws.

Develops comprehensive plans for operational flow patterns, work flow and controls, ensuring consistency across the Agency

Establishes proper monitoring measures

Work in collaboration with Director of Compliance and other team members to ensure our clinics are duly certified, and monitor timelines for re-certification.

Clinic events: collaborates with leaders to ensure they have what they need for events

Undertake Environment of Care (EOC) rounds

Responsible for vendorization and managing approved vendors in accordance with Hume's policies.

Perform other duties as assigned.

OTHER

Meet with the Supervisor on a weekly basis for individual supervision

Demonstrate an understanding of The Hume Center's Philosophy, Organizational Culture, and Organizational Channels of Communication through practicing an enabling model of working together

Attend other required meetings

Fulfill any additional duties specified by Supervisor (Vice-President) and President/CEO