Overview

The Director of Practice Operations ensures the client-centered and ethical practice administration at the Fallsway location. This role provides leadership and direction to the department at the associated agency practice. The Director collaborates with fellow agency leaders and community partners to support efficient coordination of care, increased client access, exceptional customer service, and a safe clinical environment within budgetary and performance parameters. The Director identifies strategies for growth and executes plans to achieve growth goals. This position is a member of the agency’s Management Team.

Key Role Responsibilities

• Provides leadership, direction, and day-to-day oversight of practice operations (including check in, check out, referrals and benefits & enrollment) at Fallsway. Sets clear expectations, monitors outcomes, creates a culture of open communication and helps team members solve complex problems through individual supervision and team meetings. Fosters a collaborative, supportive and collegial environment across departments to ensure a high-quality experience for clients and high staff morale.
• Responsible for prompt, respective and effective client registration and check out. Ensures standardized, streamlined processes for the collection of client information to ensure expeditious, clean billing and reimbursement. Partners with Senior Director of Client Access to ensure intake processes are standardized implemented across all sites and locations. Partners across teams to ensure staff are well-trained and versed in both customer service and revenue cycle process, procedure, and workflow. Engages staff in performance improvement activities to continuously improve both client experience and revenue cycle efficiency.
• Actively develops own racial equity and inclusion lens and supports development of REI lens in colleagues. Prioritizes improving access to care through an anti-racist approach. Leads and partners across the agency to address racism and racist practices in our work, including ways to mitigate disparate outcomes in health care delivery, as well as creating an intentional and affirming workplace for people of color.
• Leads the centralized process of client enrollment in Medicaid and/or Medicare. Responsible for managing the relationship and contract with Health Care Access Maryland and ensuring the agency meets requirements and regulations.
• Oversees timely behavioral health prior authorizations and uninsured coverage approved for clients per ACO rules. Partners with providers to improve these processes and workflows to ensure eligible clients receive authorization before services are delivered. Monitors, tracks, and continuously works to reduce claims denied due to untimely authorizations and uninsured coverage.
• Partner with fellow agency leaders to mitigate safety risks for staff, patients, families, and visitors. Monitor, evaluate and ensure administrative practices and environments of care are following local, state, and federal laws, as well as accreditation and certification guidelines to abate hazards, safeguard clients and staff, and ensure provision of quality health care.
• Track and approve operational expenses within budget guidelines.
• Coordinates with IT and Facilities Departments to ensure optimal performance of information systems, communication systems and other technology needs.

Key Agency Responsibilities

In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:

• Models and reinforces the core values of dignity, authenticity, hope, justice, passion, and balance
• Actively participates in performance improvement and advocacy activities that support the mission
• Protects clients’ personal health information by maintaining compliance with HIPAA and other relevant health care-related IT security regulations
• Performs other duties on an as-needed basis

Knowledge, Experience, and Skills

Formal Education and Training

• Bachelor’s degree in Health Care Administration or directly related field required
• Master’s degree strongly preferred

Experience

• Five years of managerial experience within a community health center (FQHC), ambulatory care setting or equivalent. FQHC experience is highly desirable.
• Three years of team supervisory experience
• Working knowledge of electronic health records, practice management IT systems and insurance systems
• Experience with writing and managing medical office policies/procedures
• Experience working with people who are experiencing homelessness or from low-income backgrounds
• Prior experience working with a call center preferred

Skills

• Highly skilled at problem-solving; helpful to others in making ethical decisions in the workplace
• Proficiency with MS Office, including Outlook, Word, PowerPoint and Excel
• Knowledge of trauma-informed care and harm-reduction philosophy and practices
• Knowledge of data analysis, reporting and interpretation.
• Demonstrates good listening skills and a non-judgmental attitude
• Is dependable and calm in challenging situations; skilled in resolving conflicts in a constructive manner
• Willingly admits mistakes, self-corrects and gains insight from experiences
• Instills energy and optimism in staff for the future of the organization
• Strong communication skills

Health Care for the Homeless is an equal opportunity employer and is committed to racial equity and inclusion. We make a particular effort to recruit and promote Black, Indigenous and People of Color (BIPOC) for open positions. BIPOC, LGBTQIA individuals, people with disabilities, and people with other marginalized identities are encouraged to apply.