Client Service Manager

Department: Practice Operations

Reports To: Senior Director of Practice Operations

Job Family: Practice Operations

FLSA Status: Exempt

EEO Classification: First/mid-level officials and managers

Supervisor: Yes

Leadership Level: Emerging Leader

Job Function: Essential On-site

Overview

The Client Service Manager ensures a smooth client flow, accurate data collection, and clear client communications in support of an inter-disciplinary health clinic. This position oversees daily administrative functions at the Fallsway site such as reception, registration, insurance verification, check-out , appointment scheduling. Under the Senior Director of Practice Operations, the Client Service Manager works to ensure timely access to care for clients, operational efficiency, quality customer service and fiscal integrity .

Key Role Responsibilities

• Supervises Client Service Representatives and Client Service Leads. Sets clear expectations, sets schedules, monitors outcomes, creates a culture of open communication and helps the team to solve complex problems through individual supervision.
• Oversee and improve Practice Operations functions/workflows including: scheduling, registration, insurance verification, benefits enrollment, processing of referrals and medical records.
• Build and refine workflows, develop reports and audits in accordance with policies and procedures. Track key performance indicators, identify trends and issues ; recommend, model and support quality improvement and productivity activities.
• Ensure accuracy, timeliness and adherence to policy and protocols; adjusting operations workflows, as needed, to maintain peak performance.
• Effectively delegate tasks to Client Service Leads, for supervisory support.
• Collaborate with other Practice Operations leadership within the agency to ensure clients have access to benefits enrollment, medical records and referral processing
• Set, model and reinforce clear expectations, track and monitor outcomes, create a culture of open communication, and provide resources for staff to resolve complex problems, via individual and group supervisions.
• Act as a communications lead for the team; Keep staff up to date on State and local regulatory and organizational changes that impact their work, Effectively communicate staff perspective and experiences with Practice Operations management in effort to problem-solve and improve work environment. Work proactively and collaboratively across departments, establishing working relationships with departmental leadership, to ensure optimal clinic flow and client experience.
• Act as a liaison between the agency and other providers to coordinate care and ensure timely submission of client referrals and medical records.
• Handle client-related issues, inclusive of complaints, problem solving, de-escalation, special requests or other concerns according to agency policies.
• Follow agency procedures to report legal, privacy, safety, risk management and environment of care issues.
• Provide and model customer service excellence marked by culturally-competent , client-centered, ethical, respectful, inclusive and professional access for clients, partners and the broader community.
  
  

Knowledge, Experience And Skills

Formal Education and Training

• Bachelor’s degree preferred; an Associate Degree or three years of relevant work experience may be substituted
  
  

Experience

• Three years in a FQHC, ambulatory care or hospital setting with prior practice management experience required; experience in a multi-disciplinary clinical setting preferred
• Minimum of two years of experience supervising staff
• Experience working with workflow improvement projects
• Understanding of ambulatory practice management, physician office and/or clinical operations
• Knowledge of third-party insurance and accountable/managed care concepts, billing operations and regulatory requirements
• Knowledge of medical, administrative, ethical and the legal requirements of HIPAA and ADA
  
  

Skills

• Builds rapport; has excellent interpersonal and communication skills
• Ensures accountability and follow-through for self and others
• Learns and adapts quickly; is self-reflective
• Systems-thinker, sets clear goals, uses action plans and knows how to prioritize
• Delegates appropriately using a strength-based approach
  
  

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 Health Care for the Homeless core values of dignity, authenticity, hope, justice, passion and balance
• Actively participates in performance improvement activities and actively participates in advocacy activities that support the mission of Health Care for the Homeless
• 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
  
  

Why Join Us?

• Be part of a mission-driven team committed to racial equity, social justice, and community wellness.
• Work in a dynamic, people-first organization that centers compassion, authenticity, and hope.
• Receive training and support to grow in your advocacy and peer work.
• Help shape the future of housing and recovery services in Baltimore.
  
  

Read more about the people we serve here: https://www.hchmd.org/who-we-help

Join us in advancing health equity and delivering exceptional care to our community’s most underserved populations. Apply today to be a part of something bigger.

Health Care for the Homeless is an equal opportunity employer.

Notice to Applicants

Health Care for the Homeless participates in E-Verify. All newly hired employees are required to complete the I-9 Employment Eligibility Verification form and provide documentation proving their identity and legal authorization to work in the United States.

We use the E-Verify system to confirm employment eligibility in accordance with federal law.