Regional Client Services Manager

SUMMARY: Provide excellent customer service to families, providers (both internal and

external) and funding sources, to facilitate quality care and services. Work collaboratively

and effectively with various provider agencies to expand and maintain Patterns

contracting and credentialing agreements. Work with the operations teams in various

areas to ensure the efficient operation of services provided by local Patterns offices.

Supervise operations coordinators and other administrative staff at local Patterns offices.

DUTIES AND RESPONSIBILITIES:

Responsibilities include, but are not limited to:

Authorization Management/Revenue Cycle Management

● Oversees the coordination of authorizations for service and related data entry into Central

Reach system

● Ensures timely assessment, treatment and recurring authorizations submission

● Resolves or assists in the resolution of expired or denied authorizations

● Receives approved authorization information; communicates to the clinical team and

enters into Central Reach

● Supports billing submissions and verifications, as assigned

● Other duties as assigned

Intake Cycle Management

● Oversees the intake paperwork process and online file maintenance

● Oversees the timeline for conversion of intakes, in collaboration with Clinical Director

● Ensures intake team is efficient and appropriate with communications and coordination

between incoming client families and funding agencies

● Other duties as assigned

Contract Management

● Credentials or oversees the credentialing of newly hired or newly

licensed/credentialed/qualified Patterns providers

● Completes or assists in the completion of CAQH and Funding Source

Applications

● Re-credentials or oversees the re-recredentialing of existing providers, as

needed

-Systems Administration

● Oversees the management of all internal and external systems use by members of

the local operations teams (including Central Reach, insurance carrier portals, state

Medicaid portals, and/or local funding agency portals)

● Oversees the coordination and quality management of relevant data entry into

-Central Reach

● Oversees the management of the intake and discharging of clients on the Wayne

County, via the online client portal

● Other duties as assigned

Scheduling/Payroll

● Oversees the management of schedules for assigned locations

● Coordinates with Clinical leaders in each office to ensure master schedules are created in a

timely and accurate manner

● Oversees operations coordinator staff management of authorization maximization

● Oversees operations coordinator staff management of staff timely conversions of sessions

● Oversees reconciliation and audits of clinic schedules and provides feedback to supervisor

● If coverage is needed, assists or fills in for administrative support

● Oversees the Monitoring, tracking, and communication of cancelation trends with the

supervisor to improve treatment provision

● Facilitates the accurate submission and/or completion of all staff sessions during each

payroll period in order to ensure accurate staff payments

● Other duties as assigned

-Facilities Oversight

● Supervises operations coordinators in management of the day-to-day operations of each

facility, ensuring a safe and efficient working environment.

● Supervises operations coordinators in maintaining inventory of supplies and equipment,

reorder as necessary, and liaise with vendors.

-General Operations

● Collaborates with the team on process improvement

● Receives mail correspondences and distributes to appropriate department

● Assists in the completion of accreditation tasks and responsibilities

● Creates a compassionate and efficient culture that enables serving as many clients as

possible, while remaining profitable

● Evaluates, reports and corrects risks/compliance concerns

● Completes work accurately and timely, meeting deadlines

● Maintains positive, productive, and collaborative working relationships with staff,

clinical team and management

● Maintains a respectful and integral working environment

● Completes or assists in the completion of client file requests

● Maintains confidentiality of PHI and other privileged information

● Collaborate closely with the Compliance Coordinator to ensure staff training

requirements have been met

● Performs other responsibilities as assigned

● Other duties as assigned

Office Administration

● Oversees the management of local office administration needs

● Oversees the management and organization office activities, including scheduling,

correspondence, and data entry.

● Coordinates meetings, prepares agendas, and ensures timely distribution of materials.

● Other duties as assigned

Requirements

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. An individual must be able to perform their duties in a positive work mode and serve

as a positive role model and influence for colleagues. The requirements listed below are

representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential functions.

1. EDUCATION and/or EXPERIENCE

Bachelor’s degree in Business Administration or related field, four years’ experience

working within a business or educational setting in a similar position required. Previous

experience with business development and management is preferred. Master’s degree is

preferred.

2. LANGUAGE SKILLS

In the English language, the ability to read, analyze, and interpret general business

periodicals, professional journals, technical procedures, or governmental regulations. Ability

to write reports, business correspondence, and procedure manuals. Ability to effectively

present information and respond to questions from groups of managers, clients, co-workers,

and the general public. Bilingual fluency in Spanish or Arabic, preferred.

3. DATA ANALYSIS SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions,

proportions, percentages, area, circumference, and volume. Ability to apply concepts of

basic algebra and geometry. Ability to use standard calculator. Intermediate use of

computer spreadsheet programs and word processing software.

4. REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability

to interpret an extensive variety of technical instructions in mathematical or diagram form

and deal with several abstract and concrete variables.

5. PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit, stand,

walk, talk and hear; use hands to finger, handle or feel; and reach with hands and arms. The

employee is occasionally required to climb or balance and stoop. The employee must

regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50

pounds. Specific vision abilities required by this job include close, distant, and peripheral

vision, color and depth perception, and ability to adjust focus.

6. WORK ENVIRONMENT

The work environment for this position is a basic office environment and requires

occasional traveling to other Patterns locations. The employee is occasionally exposed to

outside weather conditions. The noise level in the work environment is usually quiet to

moderate, but the intensity and volume can vary depending on the environmental

circumstances.

PERFORMANCE MEASUREMENT:

Performance will be measured based on the implementation of the

following:

● Job description roles and responsibilities

● Attendance and cancelation guidelines

● Ability to accurately collect and maintain data

● Maintains professionalism

● Adherence and encouragement to safety and health standards

● Communication with clients, families, peers and supervisors

● Building positive relationships with clients, families, peers and

supervisors

● Contributing to a positive and respectful working environment

SKILLS & KNOWLEDGE:

● Effective communication skills, both oral and written

● Proficient in reading and mathematical skills

● Familiarity with electronic devices, ie tablets, cell phones, computers

● Effective problem solving and critical thinking skills

● Ability to self-motivate and self-manage

● Ability to solve complex problems and deal with a variety of instructions furnished in

written, oral or diagram form.

● Must be able to establish positive interpersonal relationships with a broad range of people

● Able to work with minimal supervision. Guidance is available as necessary; however, the

individual is expected to be able to function autonomously and make individual decisions

when appropriate.

● Consistently exhibits professionalism (dress, is on time to appointments, interfaces

professionally with others)