Director of Practice Management
hace 1 día
Vancouver
Job Description Position Summary The Director of Practice Management provides agency-wide leadership for the day-to-day oversight, performance management, and continuous operational improvement of Akin’s inquiry, referral, intake coordination, administrative support, and practice management functions. This role spans both clinical behavioral health services and non-clinical programs, including Family Navigation, Early Learning, and community-based supports. The Director ensures that families experience a timely, coordinated, and high-quality journey from first contact through enrollment and service engagement. The role is responsible for building and maintaining standardized workflows, data practices, operational dashboards, and quality assurance systems that support documentation accuracy, productivity, compliance, and billing readiness. Working closely with program leadership, Finance, Data & Impact, and other cross-functional partners, the Director ensures that operational systems are reliable, equitable, and responsive—supporting both mission impact and financial sustainability. Essential Functions Operational Leadership & Oversight • Oversee daily inquiry, referral, and intake coordination operations across clinical and non-clinical programs, ensuring timely responses, accurate data entry, and a consistent family experience., • Build and manage cross-agency intake coordination systems that ensure clear handoffs, reduce duplication, and maintain effective internal and external referral pathways., • Develop, update, and enforce standardized workflows, SOPs, dashboards, and monitoring systems that support documentation quality, productivity tracking, quality assurance, and billing readiness., • Oversee consistent and effective use of Akin’s program databases, including the EHR, ensuring staff training, data accuracy, and documentation standards meet agency and payer requirements., • Maintain and monitor productivity systems (KPIs, dashboards, reports) and ensure programs use these tools for operational decision-making and workload planning., • Conduct routine operational reviews, including Level 1 Reviews, QA audits, and workflow assessments, and lead corrective action planning., • Ensure intake and administrative documentation is complete, compliant, and maintained according to contract, regulatory, and agency requirements., • Supervise and support practice management staff through coaching, accountability structures, and performance oversight., • Partner with Program Directors to identify workflow barriers and implement practical, timely solutions., • Collaborate with Data & Impact to validate data accuracy and improve reporting quality and usability., • Establish reliable communication routines (e.g., huddles, cross-functional problem-solving forums, and routine leadership updates)., • Promote culturally responsive operational practices and equitable access across all Akin services., • Support Akin’s commitment to inclusion, belonging, and anti-racist practices across operations, supervision, and service delivery., • Knowledge of behavioral health, early learning, and family support service pathways, including inquiry, referral, and intake operations., • Strong skills in workflow analysis, process mapping, problem-solving, and operational improvement., • Understanding of how intake workflow, documentation, and data quality affect billing accuracy and reimbursement., • Experience developing and conducting operational quality assurance activities, including audits and Level 1 Reviews., • Ability to build, monitor, and use productivity dashboards and operational performance tools., • Proficiency with EHRs, databases, and organization-wide data systems., • Strong supervisory, coaching, and staff development skills., • Excellent cross-functional partnership and communication skills., • Ability to manage multiple priorities and maintain operational reliability during change., • High level of computer literacy, including EHRs, databases, Microsoft Office, Teams, Excel, dashboards, and virtual platforms., • 7+ years of experience in healthcare or human services operations, practice management, intake/referral coordination, or related leadership roles., • Experience supervising multi-site intake, administrative, or practice management teams., • Demonstrated experience developing and monitoring standardized workflows, SOPs, dashboards, and operational performance systems., • Experience using EHRs and overseeing data entry quality and documentation standards., • Experience conducting or overseeing operational QA activities., • Demonstrated ability to partner effectively with clinical, finance, IT, and data teams., • Ability to pass Akin background check and drug screening., • Valid state driver’s license, automobile insurance, and access to dependable transportation., • Bachelor’s or master’s degree in health administration, public administration, social services, behavioral health, or a related field., • Experience in behavioral health, early learning, family navigation, or family-serving systems., • Experience with Medicaid-funded programs and documentation requirements., • Experience designing and leading operational quality assurance systems., • Experience implementing cross-agency intake or referral coordination systems., • Training in process improvement methodologies (Lean, Six Sigma, PDSA)., • Experience supporting organization-wide database or EHR adoption. This position is performed in a professional office environment. Regular, predictable attendance is required. Duties involve sitting, standing, talking, hearing, and using a computer and telephone; occasional reaching, stooping, and kneeling may be required. Reasonable accommodations will be made for individuals with disabilities. Remote Work Remote work is part of Akin’s flexible workplace model; however, not all positions are eligible for full remote work. Remote arrangements may be modified based on business needs. Salary Range and Benefits: We provide a comprehensive benefits package, including competitive pay, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into each position. The target starting pay for this position is $94,931-$106,797, typically within the first half of the range. Actual offers will be based on individual qualifications relevant to the role and will not take an applicant’s pay history into account. The range above allows our employees room for growth during their tenure in the position.