Associate Director of Clinical Operations
2 days ago
Buffalo
Job Description ABOUT JFS For more than 150 years, Jewish Family Services of Western New York has been committed to providing high quality services to all in need in the interest of helping to "repair the world." Our services are guided by the essential connection between mental well-being, physical wellness, and positive self-worth. Our reputation is the result of our exceptional staff. In addition to offering competitive compensation and truly exceptional benefits, we are committed to providing a supportive work environment in which all employees are able to contribute their best. OUR VALUES Be a Mensch: We are ethical, kind, and admirable. We assume good intent and act with integrity. We are thoughtful and deliberative in how we support our clients, each other, and the community. “Choose generosity over judgment—every time” Be Purpose-Built: We create spaces and programs that respect clients’ individuality and opens access. We strive to meet the individual where they’re at and give them the tools to be successful Be Resolute: We work with tenacity to identify problems, seek out solutions, and get things done. Even small steps forward are acts of resilience. SUMMARY The Associate Director of Clinical Operations is responsible for the day-to-day administrative and operational management of the Behavioral Health Clinic. This role ensures the clinic operates efficiently, compliantly, and in alignment with all regulatory, clinical, and organizational standards. The Associate Director partners closely with clinical leadership, intake, billing, compliance, and finance to support high-quality client care, staff productivity, and sustainable clinic operations. This position plays a critical role in workflow optimization, staff support, data tracking, and continuous quality improvement within an OMH-licensed, Medicaid-funded outpatient behavioral health setting. The Associate Director has direct responsibility for provider credentialing and re-credentialing and provides oversight and supervision of the Accounts & Billing Specialist, ensuring strong coordination across front-end and back-end revenue cycle processes to support accurate billing, timely reimbursement, and overall clinic sustainability. In addition, the Associate Director actively builds and maintains relationships with community referral sources, including hospitals, primary care practices, schools, care management agencies, and other community-based organizations. This role works closely with intake and clinical leadership to establish, strengthen, and monitor referral pathways that promote timely access to care, appropriate level-of-care matching, and smooth transitions into outpatient services. The Associate Director supports outreach efforts, participates in community meetings as needed, and uses referral data to identify gaps, improve processes, and expand the clinic’s reach in alignment with organizational priorities and community need. RESPONSIBILITIES & DUTIES Clinic Operations & Administration · Oversee daily clinic operations, including scheduling, client flow, room utilization, and administrative workflows · Ensure smooth coordination between intake, clinicians, billing, and leadership · Monitor clinic capacity, appointment availability, show rates, and productivity benchmarks · Identify operational barriers and implement process improvements to enhance efficiency and client experience · Maintain clinic calendars, coverage plans, and administrative systems · Build and maintain strong working relationships with community referral sources, including hospitals, primary care practices, schools, care management agencies, and community-based organizations · Establish, formalize, and continuously strengthen referral pathways to support timely access to outpatient behavioral health services · Partner closely with intake and clinical leadership to ensure referrals are triaged appropriately and matched to the correct level of care · Support smooth transitions into outpatient services, including coordination with discharge planners and external providers · Participate in community meetings, outreach activities, and partnership-building efforts to increase clinic visibility and referral flow · Monitor referral data and trends to identify gaps, bottlenecks, and opportunities for process improvement · Use referral metrics (e.g., referral volume, conversion rates, time to intake) to inform operational decisions and continuous quality improvement · Align referral development efforts with organizational priorities, community needs, and OMH service expectatio--- Staff Support & Supervision · Provide administrative supervision to non-clinical staff (e.g., intake specialists, front desk, administrative support) · Support onboarding and training of clinic administrative staff · Provide direct supervision and oversight of the Accounts & Billing Specialist, including workload management, performance monitoring, and workflow alignment · Serve as a resource to clinicians regarding scheduling, documentation workflows, and operational processes · Collaborate with clinical leadership to support staff engagement, accountability, and performance expectations · Assist with coverage planning, time-off coordination, and workflow continuity Compliance & Quality Assurance · Support compliance with OMH, DOH, Medicaid, HIPAA, and agency policies and procedures · Monitor documentation workflows and timeliness in the electronic medical record (EMR) · Participate in internal audits, quality assurance activities, and corrective action planning as needed · Ensure required forms, consents, and documentation are completed and stored appropriately · Assist with policy implementation and staff training related to clinic operations and compliance Credentialing & Enrollment · Oversee all provider credentialing, re-credentialing, and payer enrollment processes for the clinic · Ensure timely and accurate enrollment with Medicaid, commercial insurers, and managed care plans · Maintain credentialing files, tracking logs, and re-credentialing timelines · Coordinate with clinicians, HR, and payers to obtain required documentation and approvals · Monitor credentialing status to prevent billing delays or disruptions in service delivery · Serve as the primary point of contact for credentialing-related inquiries and audits Billing, Revenue Cycle & Data Tracking · Partner with billing and revenue cycle teams to support accurate and timely claim submission · Monitor front-end processes that impact billing (authorizations, eligibility, visit types, documentation completion) · Track and report clinic metrics, including productivity, utilization, show rates, and other operational KPIs · Support leadership with data collection and reporting for internal and external stakeholders Systems & Technology · Serve as a key operational user of the clinic EMR (e.g., TenEleven, Medent, or similar systems) · Support EMR workflows related to scheduling, visit types, documentation, and reporting · Assist with system updates, trainings, and implementation of new tools or workflows · Identify opportunities to leverage technology to improve clinic efficiency and data accuracy Collaboration & Communication · Serve as a liaison between clinical staff, administration, leadership, and external partners as needed · Participate in clinic, leadership, and operations meetings · Communicate clearly and professionally with staff, clients, and partners · Support a collaborative, trauma-informed, and client-centered clinic culture QUALIFICATIONS · Bachelor’s degree in Healthcare Administration, Social Services, Business Administration, or related field required, Master’s degree in Healthcare Administration, Social Work, Public Health, or related field, preferred · Minimum of 3–5 years of experience in healthcare or behavioral health administration · Experience in an outpatient behavioral health or mental health clinic · Knowledge of Medicaid and/or OMH regulations Knowledge, Skills & Abilities: · Strong leadership and team management skills. · Knowledge of Medicaid and OMH regulations · Familiarity with CPT codes, visit types, and behavioral health billing workflows · Experience supporting audits, compliance reviews, or quality improvement initiatives · Experience with EMR implementations or system transition · Strong organizational, time-management, and problem-solving skills · Ability to manage multiple priorities in a fast-paced clinical environment · Excellent written and verbal communication skills · Ability to analyze and use data to improve program delivery. · Exhibited ability to effectively work within an inclusive and culturally and linguistically diverse environment. · Bilingual skills are desirable. English speaking and writing fluency required. Competencies: · Judgment and Decision Making - Considers relative pros and cons of potential actions to choose the most appropriate one. · Time Management – Uses time effectively and efficiently; values time; concentrates efforts on the more important priorities; gets more done efficiently and effectively. · Communication Intelligence - Listens to others, able to communicate issues clearly and credibly with widely varied audiences and overcome resistance; fosters open communication and manages emotion in positive ways · Adaptability & Flexibility - Adapts to changing business needs, conditions, and work responsibilities · Client Focus - Understands and meets customer needs, whether internal or external, providing a high level of service and cooperation courteousness & sensitivity) · Initiative & Adaptability - Deals with situations and issues proactively and persistently, personal willingness and ability to respond to change and ability to meet deadlines. Expectation Based on Agency Values: · Must possess a complete commitment to, and understanding of, Jewish Family Service’s Mission & Vision. · Cultural Responsiveness – Ensure staff and programming treat each individual with respect - we honor staff and clients and meet them where they are with regard for their unique wants and needs. (Anava) · Partnership – Ensure staff and programs develop and maintain partnerships to support health and well-being and recognize its role in helping individuals and families achieve meaningful and lasting change. (Chevrutah) · Trust - Work with integrity and be accountable and responsive to others to build a foundation of trust. (Eimun) · Person Centered Care – Believe in and show through daily practice the dignity and inherent worth of every individual at every stage of life and work to address their needs as a whole person. (B’Tselem Elohim) WORKING CONDITIONS · Will work in the office and in the community; able to travel outside the office to various sites to attend meetings and provide support services. · Must have access to a reliable vehicle, possess a valid, clean driver’s license and be sufficiently self-insured with liability insurance in the amount of $100/$300k. · Flexible hours including days and some evenings and/or weekends. PHYSICAL REQUIREMENTS · Physical activities and efforts required working in an office environment. · Visual acuity sufficient to maintain system of files and reports containing computer-generated and handwritten documents. · Auditory acuity sufficient to communicate with staff, clients, and others by phone and in person. · Mobility sufficient to conduct regular duties within a normal office environment and community. Monday - Friday, 8am - 4pm, Tuesday until 8pm
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