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Catholic Community Services Operations Manager/Operations Specialist in Seattle, Washington


Program Description:

Catholic Community Services’ Counseling, Recovery & Wellness (CReW) Program is a multi-service department offering state-licensed community behavioral health treatment, Medicaid-funded Supportive Housing and Supportive Employment services, and outreach service to individuals in homelessness. Funders and partners include the King County Behavioral Health Organization, Medicaid Managed Care Organizations, and King County Public Health. Our program focuses on serving adults with mental illness and/or substance use disorders to help improve the individuals’ quality of life by providing individually tailored services with as few barriers as possible. Range of services includes street outreach and engagement, diagnostic assessments, individual therapy, peer support, case management, group counseling, skills training, care coordination, medication management, and psychoeducation. CReW clinicians provide services in a variety of locations within Seattle downtown and greater King County, including within Permanent Supportive Housing programs, shelters, day centers. Services offered utilize Harm Reduction and Recovery principles, with an emphasis on building collaborative relationships with the persons served as the first step towards lasting engagement in treatment.


The Operations Manager is an integral member of the Site Leadership Team and works collaboratively with the team to ensure all operational functions in the site are in place, in order to ensure and support compliance with all local, federal and state regulations. The Operations Manager ensures the functions performed by the site Operations Team meet all contract requirements and Medical Managed Care Organization (MCO) requirements. This position ensures Operational activities function effectively and that operational responsibilities are conducted in concert with Clinical responsibilities and requirements. Successful blending of clinical and operational responsibilities is critical, and is an essential responsibility of the Operations Manager.

The Operations Manager is responsible for directly supervising the Program Assistant and Billing Specialists, comprising the Site Operations Team. The Operations Manager holds accountability for successful implementation of all associated responsibilities;

Utilization Management Billing and Reporting (i.e. state reporting features in EHR, accurate reporting in clinical documentation) Medical Records (i.e. completeness of clinical client documentation as required by contracts) Reception and Service Access

The Operations Manager serves as a human resources liaison, coordinating multiple hiring, orientation and training activities within the site (see below). Unfilled Clinical positions create immediate clinical risk to those we serve, jeopardize our contracts, and place unfair burdens on existing staff. Unfilled Operations positions create immediate risk to revenue/billing, and local, state and federal/Medicaid compliance as well as contract compliance. As such, the Operations Manager serves as an essential component to risk-management within the site through human resources activities.

The Operations Manager is responsible for providing leadership for operational and administrative systems within the site, and clinical indirect support to the Site Director. Work is performed under the supervision of the Program Manager, Site Director and in close coordination with program Clinical Supervisors.

The Operations Manager ensures that all site data is transmitting accurately and that error reports are attended to in accordance with contractually required timeframes.



Ensure the site customizes its procedures and standards (administrative and clinical) in accordance with changing regulations and contracts specified by each funder.

  • Serve as the authority on MCO regulations and contract requirements. Under full Healthcare Integration, this position has responsibility to serve as a knowledge expert in this regard. In sites transitioning to Fully Integrated Managed Care the Operations Manager designs and incorporates changes occurring as a result of full healthcare integration.

  • Establish systems to mitigate exposure to both compliance and clinical risk (e.g. ensuring clinical documentation is completed, submitted, entered into the appropriate EHR(s) in accordance with required timeframes, adjust timeframes as regulatory requirements change, etc.)

    Manage daily service operations, processes and procedures

  • Create and maintain a positive, energetic culture among operations/support staff to support the objectives of the site and the work of the clinical staff.

  • Evaluate and adjust strategies to accomplish the work of the site – anticipating staff needs andmaintaining a future orientation in a complex and rapidly changing environment.

  • Continually assess for risk all areas of the site, and take a proactive stance in prevention and/or mitigation of risks.

  • Provide daily supervision of Operations Team (listed above)

  • Ensure the smooth and efficient operation of all administrative functions.

  • Maintain security of clinical records, filing and records redaction. This may include multiple contracts with different and changing requirements.

  • Ensures Error Reports received from the funder or FBH Administrative Unit are attended to without delay, and corrections are submitted, so that revenue is not interrupted and compliance is maintained.

  • Ensure technological resources are available and adequate for staff to perform their duties. Includes coordinating communication and IT equipment for the site – computers, land and cell phones, copiers and faxes.

  • Liaison with Information Technology on hardware and connectivity issues. May perform certain IT tasks following their instruction.

  • Through delegation to the Operations and Leadership team, ensure completion of building maintenance and improvements, including: liaison with landlord representatives, ensure compliance with fire codes and ADA requirements; monitor janitorial service.

  • Maintain building security, including maintaining and issuing keys and training staff during new hire orientation on building access and safety.

  • Facilitate site level Safety Committee ensuring quarterly meetings occur and responsibilities are met.

  • Liaison with Accounting Department with regard to administrative functions such as, POs, AP request, invoicing, etc.

  • Responsible for upholding a culture of privacy and security in highly confidential work environment (HIPAA covered entity service area).

  • Complies with all CCSWW policies and procedures that involve access to and safeguarding of client Protected Health Information (all forms).

  • Holds leadership role in creating a culture of privacy and security of Protected Health Information in HIPAA Covered Entity service area, including education of staff about their responsibilities for safeguarding privacy and security.

  • Authorizes level of staff access to PHI/ePHI to ensure staff can perform assigned job duties; regularly monitors access to ensure appropriate safeguarding of PHI/ePHI.

    Provide clinical indirect support to site leadership and staff

  • Develop and manage effective systems to support site clinical operations.

  • Implement effective systems to ensure existing clinical and administrative contract deliverables are met.

  • Establish structure and design documentation for implementation of new contracts.

  • Ensure service encounters are coded in accordance with appropriate guidelines and that specific data elements (e.g. specific description of each encounter, staff education requirements, timeframe requirements, etc.) are completed as required.

  • Serve as a resource to supervisors and staff in interpreting and complying with contracts and organizational policies and procedures (CCSWW, CCSWW-HR, and CCSWW-IT).

  • Implement effective utilization management processes to ensure that medical necessity for authorization, continued treatment, and service closure comply with regulatory and contractual standards.

  • Utilize appropriate software programs and tools to query, process, analyze data and automate reports in support of clinical and programmatic decisions.

  • Effectively present findings of analysis to clinical and administrative groups.

    Serve as site liaison with the Human Resources Department

  • Promote a healthy office culture that supports staff learning and development and leads to excellent client and patient outcomes.

  • Promote problem solving and a positive work environment by working to resolve any employee conflicts at the most direct level when they arise. Alert Site Director if employee-relations issues are not resolved quickly or appear to require higher level involvement. Reword this

  • Ensure compliance with applicable HR protocols for pre-recruitment, recruitment and hiring.

  • Facilitate completion of new hire paperwork and orientation of new staff including required employment and preliminary background checks (DOH, OIG/LEIE), primary source verification through schools, licensing boards, NPDB and DEA.

  • Provide site-specific new employee orientation and training, including training and support on utilization of the EHR.

  • For administrative and operations staff directly supervised, manage the recruitment and hiring process, including new employee orientation, as well as bi-annual salary adjustments.

  • Assist leadership with providing staff information and reminders of Human Resource policies, directing questions about benefits, timesheets and compensation to the appropriate supervisor or Human Resources staff.

  • Important -- For FMLA questions, or leave of absence requests, etc. immediately contact Human Resources who will immediately connect the staff with HR directly. Site Leadership are not to explain FMLA or other LOA benefits to employees, as there are complex federal mandates and information that must be provided very specifically.

  • Work closely with HR to coordinate initial and ongoing timely documentation of staff requirements, such as credentialing, trainings, supervision, licenses and insurance, etc.

  • Ensure personnel files are complete and comply with contractual and regulatory standards prior to audits and site visits.

  • Assist in completing credentialing applications per contract requirements.

  • Act on behalf of HR regarding staff performance issue when requested.

  • Participate in staff interviews when internal candidates are involved.

    Serve as a member of the site leadership team

  • Directly engage staff in the enforcement of standards, in active partnership with site and system leadership.

  • Organize strategic planning activities, leadership meetings and quality improvement activities as requested by Site or Clinical Directors

  • Identify and recommend internal improvement opportunities and contribute in making these improvements.

  • Serve as site liaison to centralized CCSWW systems regarding administrative issues (Human Resources, Accounting, Information technology, Management Information Systems, FBH Administrative Unit, FBH CQI Leadership, System Leadership, etc.).



  • Bachelor’s degree in business, psychology or related field.

  • At least three years of relevant experience.

  • Minimum two years of supervisory or progressively responsible leadership experience.

  • Ability to comprehend and apply complex regulations in healthcare, federal and state regulations, contractual requirements, state, BHO and MCO Medicaid coding requirements, and other applicable regulations.

  • Demonstrated ability to prioritize and complete tasks.

  • Demonstrated ability to deliver completed product within expected time frames.

  • Demonstrated ability to flexibly respond while maintaining product delivery.

  • Demonstrated professional judgment.

  • Computer skills with experience with Microsoft Word, Excel, and Access.

  • Excellent written and oral communication skills.

  • Must have reliable transportation, valid driver’s license, and automobile

  • Must have an acceptable driving record per CCS’ driving policy (required to provide current driving abstract).

  • First/Aid CPR certified or the ability to become certified within the 1 month of

  • Applicant must successfully pass required background checks prior to an offer of

  • Ability to work independently in addition to working as a member of a

  • Demonstrates the necessary attitudes, knowledge and skills to deliver culturally competent services and work effectively in multi-cultural

  • Support and uphold the mission, beliefs and values of Catholic Community Services and Catholic Housing

    Preferred Qualifications

  • Master’s degree in related field.

  • Meet criteria of a Qualified Mental Health Professional in Oregon or Washington State Mental Health Professional in Washington.

  • Please let us know if you need special accommodations to apply or interview for this position.

Note to Internal Candidates: HR reviews internal compensation and determines increase based on their experience and also agency internal equity factors.

Job LocationsUS-WA-Seattle

Posted Date16 hours ago(6/19/2021 1:43 AM)

Job ID 2021-5482

of Openings 1

Category Management