Client Access and Operations Manager

Job Description

Job Description

Description:

Youth & Family Counseling (YFC) has been opening doors to mental health care since 1962. Our mission is simple and powerful: to ensure that every person in our diverse community, regardless of age or income, can receive accessible, affordable and exceptional care. We work with children, teens, adults, couples, and families across our three Lake County locations, and we take pride in the real, lasting difference our clinical team makes in the lives of the people we serve. Our team adheres to evidence-based, measurement driven care, equipping clients not just with support, but with the tools and direction they need to reach their goals and build lasting resilience.

As our Client Access and Operations Manager, you'll be the connective tissue that keeps care running smoothly across all three of our locations. You'll oversee the systems and processes that get clients in the door and keep them there — from insurance verification and Medicaid renewals to the EHR platform our clinicians rely on every day. You'll dig into outcomes and satisfaction data to spot trends, troubleshoot the administrative barriers that get in the way of treatment, and build standardized processes that work across sites without losing what makes each location unique. This is a role for someone who's equally comfortable in the weeds of a claims issue and stepping back to see the bigger operational picture — someone who can influence and align teams even without direct supervisory authority over them.

Essential Functions:

Client Access & Benefits Management

• Oversee insurance benefits verification processes across all practice locations, ensuring consistent workflows before service delivery. 
• Manage client Medicaid renewal and redetermination cycles organization-wide, coordinating with clients and payers to prevent coverage lapses. 
• Support client eligibility maintenance and continuity of coverage, escalating at-risk cases before they result in a treatment interruption. 
• Identify and address administrative barriers impacting treatment access and develop standardized procedures to reduce these barriers across all sites. 
• Serve as the escalation point of contact for complex benefits or eligibility issues that front-line staff at each site are unable to resolve independently. 
• Manage revenue cycle operations across all three locations, including but not limited to invoicing, monitoring client accounts, investigating and correcting claims, and working accounts receivable.

Clinical Systems Administration

• Serve as the primary administrator for the organization's Electronic Health Record (EHR) system, maintaining consistent configuration, user access, and data standards. 
• Maintain treatment planning software and related clinical platforms, ensuring uniform functionality and consistent use across all locations. 
• Manage client-facing therapy and treatment support websites. 
• Ensure systems are optimized to support efficient clinical workflows, resolving site-specific issues while preserving organization-wide consistency. 

Outcomes & Reporting

• Collect, monitor, and analyze client satisfaction data across all three practices; synthesize findings and share recommendations with the clinical supervisory team. 
• Collect, monitor, and analyze client outcomes data organization-wide, identifying trends and areas for improvement across practices.
• Generate both consolidated, organization-wide and site-specific outcome reports for leadership and funders.
• Coordinate grant-related data collection and reporting, ensuring accurate and timely submission.
• Support quality improvement initiatives at each practice location. 

Compliance & Quality Support

• Ensure documentation systems align with organizational standards. 
• Monitor data integrity and reporting accuracy organization-wide, conducting periodic audits across sites. 
• Support regulatory, payer, and grant compliance efforts across all locations. 
• Develop and maintain standardized policies and procedures for client services functions, balancing organization-wide consistency with site-specific needs. 

Other Responsibilities:

• Understand and manage self (aware of impact on other people and ability to regulate to maintain professional demeanor, knowledge of personal triggers and ability to manage them, maintain work/life balance, use outside resources and therapy when appropriate).
• Maintain professional and neutral workspace in accordance with YFC policies.
• Demonstrate professional communication that upholds YFC values with management, board, staff and peers including the timely communication for time both in and out of office, including vacations, holidays, illness, conferences, or personal commitments. 
• With supervisor, set goals for professional development and participate in quarterly check-ins.
• Use supervision for supervisory development and support, management of self, and addressing administrative responsibilities.
• Modeling expected behavior as noted above for their supervisees. 
• Participate in organizational planning and team/skill development.
• Support fundraising efforts and activities: Attendance at fundraising and outreach events when requested. Share stories.
• Act in accordance with YFC goals and values, including building trust, acting with integrity, and treating both clients and co-workers with respect. 

Qualifications:

• Bachelor's degree required; Master's degree in healthcare administration, business administration, or related field preferred.
• Minimum of 3–5 years of experience in behavioral health, healthcare administration, or a related field, ideally including exposure to multi-site or multi-location operations.
• Experience with EHR administration and reporting systems required; experience administering systems across multiple sites or locations strongly preferred.

• Work on-site with an assigned office and location, but the ability to commute between all three sites as needed.
• Understand role and how their work contributes to organizational success.
• Strong analytical skills, with the ability to synthesize data from multiple sites into clear, actionable reports.
• Excellent written and verbal communication skills, including the ability to influence and drive standardization without direct supervisory authority.
• Commitment to quality and continuous improvement: coachable, uses data and feedback to improve performance and effectiveness.
• Interest in engaging with people of all ages and from all walks of life; inclusive and respectful of all YFC stakeholders.
• Strong understanding of HIPAA and confidentiality standards within a multi-site behavioral health setting.
• Build, foster and practice resiliency skills.
• Develop consistent and healthy self-care routines.
• Flexible (accept change, do what needs to be done, be welcoming and open)
• Proficiency with credentialing systems, Microsoft Office Suite (Excel, Outlook, Word), and clinician-facing technology tools