Operations Coordinator

Schedule:

Monday, Tuesday: 9a-7p (on site)

Wednesday: 10a-8p (WFH)

Thursday: 10a-8p (on site)

Salary: $43,000 - $45,000

The Operations Coordinator at Groups ensures smooth daily operations, provides care coordination and navigation, supports care teams, manages schedules and communication, maintains member records in an EMR, assists with member concerns, navigates community resources, addresses health-related social needs, and supports member wellness.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Operations Functions

• Deliver outstanding customer service to members, visitors, and community stakeholders through in-person interactions, phone calls, text message, email or video conferencing.
• Maintain the overall office, ensuring cleanliness, compliance of Health and Safety Standards, and welcoming members to the office
• Ensure member compliance with provider attendance.
• Support counselors in managing in-person or virtual group meetings.
• Support members with their treatment, including obtaining ROIs, submitting UDS, conducting medication counts. 
• Support providers with medication and prescription adjustments for members.

Care Navigation Functions

• Maintain a shared caseload, coordinating with counselors, providers, and recovery support specialists to connect members with local resources and remove barriers to care.
• Support new members in transitioning to their home care team and adapting to the Groups’ model.
• Link members to services, follow up on needs, and troubleshoot treatment-related issues (scheduling, pharmacy, prescriptions, and care coordination).
• Become an expert in community insurance, healthcare, and social services.
• Facilitate access to community-based support systems.
• Conduct outreach and engagement efforts.
• Collaborate with a multidisciplinary team to ensure quality, member-centered care.
• Assist members in goal-setting, care coordination, and treatment engagement.
• Maintain accurate, timely documentation in the electronic health record.
• Participate in required continuing education to uphold certification or licensure.

Other Duties and Responsibilities:

• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Ability to manage and prioritize tasks efficiently and optimize productivity.
• Strong attention to detail and ability to manage confidential and highly sensitive information.
• Strong written and verbal communication skills.
• Knowledge of member-centered care. 
• Ability to identify necessary resources and services for members and coordinate provision of services. 
• Adaptability by being flexible to change, willing to learn new tools and processes, and handle unexpected situations well
• Exceptional customer service skills.
• Familiarity with Google Docs, Sheets, Drive, Email, and ability to troubleshoot minor technological challenges.
• Ability to use discretion and work independently under general supervision.
• Ability to establish effective working relationships and maintain appropriate professional and personal boundaries with internal staff, members, and with relevant community organizations.
• Ability to understand and adhere to the Professional Code of Conduct.
• Ability to support multiple Clinicians and Recovery Support Specialist

Qualifications & Requirements:

• High school diploma required.
• Additional minimal educational requirements vary by state, and may include:
• Bachelor’s degree in related field (Virginia and Tennessee)
• Associate’s degree with one year experience or MHRT/C (Maine)
• 2 years of relevant experience preferred: with case management, care navigation, healthcare, administration or hospitality preferred.
• Ability to work evenings.
• Experience working with Electronic Medical Record (EMR) systems. 
• Access to reliable internet and telephone services, specifically 50M download and 10M upload package or higher as well as a strong WiFi signal if working from a remote location.
• Must meet pre-employment requirements and maintain all applicable state and job-related guidelines for background screening. Depending on state-specific requirements, this may include fingerprinting, drug testing, health screening, and CPR/Basic First Aid.