• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $85,000 - $110,000

Position Summary

The department of Psychiatry Clinical Services is seeking a Clinical Access Manager to oversee the Intake team operations, including management of staff, team workflows, metrics, data management, and process improvement. The incumbent will be responsible for partnering with clinical and administrative leaders to ensure seamless patient support.

Responsibilities

Intake Team Operations (35%)

• Oversees full scope of Intake team operations, including management of staff, team workflows, metrics, data management, and process improvement.
• Manages intake service workflows, materials, and data for multiple clinical sites and programs. Creates and revises intake workflows and screening materials as needed. Manages the screening schedule. Adjusts and adapts workflows and staffing, as needed, to increase efficiency and maximize customer service. Manages organizational system of patient intake information.
• Ensures alignment of approach to patient cases. Determines the team’s approach for complex cases and ensure appropriate action. Ensures that the team is trained and equipped to manage cases in accordance with training and patient experience expectations.
• Oversees Intake team relationship with call center to ensure seamless patient support. Identifies improvement opportunities and collaborates with leadership to develop and implement solutions.
• Oversees intake screenings to ensure that the quality of all clinical services is gold standard and consistent across all sites. Develops and implements intake policies and procedures to further standardize processes across the organization. Identifies and implements changes to improve service quality, as needed. Develops and implements systems and system changes to further integrate clinical programs.
• Supervises referral development and management, including external referral relationships. Collaborates with other CUIMC clinical services to facilitate appropriate referrals.
• Manages intake and referral data systems. Tracks, analyzes, and reports on intake and referral service usage, including preparation and dissemination of monthly reports and presentations for clinical and administrative leaders. Manages existing data systems and develops, implements, and trains on new data system tools as needed to support the success of the clinical programs.
• Manages relationships with clinical directors to ensure alignment of intake services with program needs. Acts as primary coordinator to the Chair of the department for clinical referrals. Serves as member on Clinical Leadership Committee and presents data monthly regarding intake volume. Meets and communicates regularly with site-specific clinical directors. Attends weekly clinical supervision with Clinical Director of the Faculty Practice Organization and Senior Director of Clinical Services.
• Onboards new faculty to orient to intake service and processes.
• Oversees development and implementation of patient coverage plans for faculty leaves and departures.
• Addresses and resolves intake service operational issues as they surface.
• Performs all other duties as assigned within scope of practice and/or training.

Strategy (35%)

• Develops and operationalizes patient intake and referral management strategy across portfolio of clinical sites and programs to facilitate referrals to appropriate clinical services both within Columbia and externally. Collaborates with leadership to ensure strategic alignment with departmental and organizational mission and priorities.
• Establishes and communicates team mission, goals, values, and culture, in support of unit, departmental, and organizational strategy. Determines, monitors, reinforces, and reports out on team goals and key performance indicators. Oversees quality monitoring of the service and associated reporting.
• Continuously seeks and implements operational improvements and fosters a culture of continuous improvement on the team. Identifies team challenge areas and knowledge gaps and determines strategy and plan for addressing gaps, in collaboration with leadership. Oversees implementation of solutions and monitors and reports on progress on goals.
• Collaborates with members of leadership to share information and contribute to the ongoing improvement of standards, policies, and procedures leading to the continuous enhancement of service, quality, and productivity.
• Leads and/or participates in projects to support strategic goals and/or operational effectiveness. Enables team member participation in projects, providing direction, guidance, and support.
• Develops and communicates change plans to support organizational goals and improve team performance, in consultation with the leadership team. Maximizes employee adoption and measures effectiveness. Ensures that communication of changes is cascaded throughout the unit and that feedback channels and employee support system are in place. Works with team leads and management to address any escalated concerns and identified risks as needed.
• Oversees patient communication and coordination with referral partners, including hospitals, outpatient practices, schools, and government organizations.
• Fosters beneficial relationships with external partners by collaborating closely with Clinical Directors and leadership.
• Manages resources and resource allocations and conducts forecasting.
• Designs and produces ad hoc reports and presentations as needed.

People  (25%)

• Oversees human resources activities for the team, including recruitment and performance management, and ensures that departmental HR strategy is implemented. Works with HR partners to ensure compliance with Human Resources, Columbia, and departmental policies and procedures. Ensures that employees understand and comply with local, state, federal and regulatory standards, as they apply to their job functions. Manages time-off requests and assigns coverage as needed.
• Provides effective supervision to all team members. Guides and coaches team members to facilitate high performance and continuous professional development, including via team meetings, clinical supervision, and educational sessions. Promotes employee professionalism and performance by modeling behavior and team accountability and demonstrating best practices.
• Manages team performance and competencies, considering both individual and team-level performance. Monitors productivity benchmarks and quality measures and identifies and mitigates any roadblocks to performance. Offers regular, timely feedback and guidance to employees on work activities, procedures, competency development, and performance-related issues. Approaches the performance review process constructively and in accordance with HR and departmental guidelines. Ensures that leadership is kept aware of performance standards and issues. Addresses any performance-related issues promptly and collaborates with HR to develop remediation and action plans as needed.
• Oversees team training and development, fostering a learning culture on the team. Identifies overarching learning goals in support of unit objectives. Oversees onboarding and training of new team members. Ensures that team members are adequately trained on new intake processes across all sites and programs. Evaluates effectiveness of trainings and development opportunities and seeks improvement opportunities.
• Identifies staffing patterns and needs that will effectively support team operations and makes recommendations to senior leadership. Monitors unit metrics and goals to measure effectiveness of retention strategies.
• Demonstrates self-development and keeps current on relevant topics.

Compliance and Other (5%)

• Leads the implementation of and compliance with policies, procedures, programs, protocols, and systems for the Intake team. Ensures compliance with all regulatory agencies, departmental, and organization policies and procedures for all staff.
• Keeps current on all organizational, regulatory compliance and patient privacy trainings policies (e.g., infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully completes all required trainings.
• Maintains a safe and secure work environment by following all OSHA, EH&S, and public safety policies and guidelines.
• Ensures that university and departmental policies and procedures are followed.

Minimum Qualifications

• Bachelor's Degree or combination of education and experience.
• A minimum of 4 years of related experience, including a senior or lead role on a patient intake team in a mental health setting.

Preferred Qualifications

• Master's degree is preferred.

Other Requirements

• Demonstrated expertise in full scope of patient intake in a mental health setting.
• Team leadership skills, including strong communication, feedback, and conflict management skills, empathy and emotional intelligence, and the ability to foster collaboration, promote a culture of goal-achievement, coach and develop others, and lead others through new and changing situations. Ability to handle situations with respect, tact, and sensitivity.
• Demonstrated proficiency in project management, process evaluation, and performance, operational, and quality improvement in a healthcare setting.
• Ability to build rapport with and communicate effectively in both oral and written form with patients, professional staff, providers, and organizational leaders.
• Strong relationship management skills and customer service orientation, with the ability to consistently deliver exceptional service and coach others in service delivery.
• Advanced skills in problem assessment and collaborative problem solving. Ability to coach and guide others on complex cases in a professional and empathetic manner.
• Ability to stay organized, adapt, and handle multiple tasks simultaneously in an accurate and timely manner. Ability to delegate effectively. Ability to work independently and follow through.
• Ability to leverage and analyze data to identify opportunities for operational improvements.
• Ability to create and deliver presentations for senior leadership and other organizational stakeholders. 
• Ability to work with a variety of individuals and groups in a constructive and respectful manner while appreciating the unique contributions of an inclusive workforce that brings together the talents of people across multiple identities.   
• Strong commitment to fostering diversity and equity. 
• Proficiency with Microsoft Office (Word and Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
• Must be a motivated individual with a positive mindset and exceptional work ethic.
• Must successfully complete systems training requirements.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.