Sr. Program and Operations Support Specialist

The Opportunity

We are seeking an administrative superstar to join our expanding Mental Health Department as a Program & Operations Support, Sr. Specialist. This individual will be a central pillar of our team, providing versatile, high-level operational support across all areas of mental health administration. If you are exceptionally organized, tech-savvy, and look for proactive ways to "jump in" and optimize and support workflows, this role is a perfect match.

As a Senior Specialist, you must possess the agility to shift priorities daily based on the shifting needs of the department. You will handle essential foundational administrative functions, ensuring our provider credentialing is timely, clinical files are prepared with precision, and our electronic health record database is maintained.  You will also engage with clients through appointment reminders, general outreach and scheduling support. You will be responsible for accurately entering data into our EHR, assisting with reporting,  managing the teams SOPs, and supporting with other administrative tasks that arise. 

Location & Schedule

This role floats between our Pleasanton and Oakland office. The preferred schedule will be: Monday - Wednesday: Pleasanton; Thursday - Friday: Oakland.  Ability to travel between sites within the same day at times will be needed. Ability to travel to San Leandro on occasion. 

What you will do:

EHR and Records:

• File Preparation & Closeout: Spearhead foundational clerical workflows, including preparing comprehensive intake files, archiving hard copies, and managing rigorous file closeout checklists for discharged clients.

• Notion SOP Architecture: Serve as the primary point person to develop, manage, organize, and maintain the department's Notion page, ensuring all Standard Operating Procedures (SOPs) are documented and up to date.

• Compliance & Records Execution: Process external client record requests securely and in full accordance with regulatory and HIPAA standards.

• EHR Support: Support the team's research, selection, and structured migration to a new Electronic Health Record (EHR) system. Serve as an admin-level power user executing routine system maintenance, user support, data entry, and data integrity audits. Regularly input new clinical information and cross-reference data for accuracy.

Clinician Coordination & Provider Credentialing 

• Client Status Coordination: Act as a primary administrative liaison for the clinical team. Proactively manage coordination with clinicians to track client statuses, support monitoring discharge workflows, and support with outgoing clinician schedule changes to ensure clinic spaces are maximized.

• Contract Credentialing: Manage provider insurance enrollment and credentialing workflows for Medi-Cal contracts, including CAQH, PAVE, Alameda Alliance for Health, and ACBH roster updates.

Program Coordination & Multi-System Coverage

• Billing & Intake Cross-Coverage: Act as a dependable, highly trained backup for weekly service data entry (billing) in Smart Care and client scheduling/intake management during high-volume periods or staffing gaps. Support intake with speciality mental health screenings, as needed.

• Referral Support: Ensure new referrals are tracked and entered into EHR in a timely fashion, as needed, to support the Intake team. 

• Lead Tracking & Outreach: Execute next-day intake appointment reminders to maximize clinic attendance, and diligently follow up on mental health leads gathered at community engagement events. 

• Dynamic Priority Management: Demonstrate a high level of autonomy and adaptability by shifting daily tasks and project focus smoothly in response to immediate operational demands, high-volume periods, or urgent department needs.

• Eligibility Support: follow-up to clients on outstanding information needed to ensure eligibility; check eligibility in real time as needed and as our process evolves

What you should bring:

• Minimum 3+ years of administrative or operational experience within a healthcare or community-based organization setting.
• A proven track record of exercising exceptional independent judgment, recognizing operational gaps, and stepping in proactively to support team members.
• Advanced Google Sheets / Excel Skills: Proficient in data manipulation, utilizing filters, formulas, and advanced functions to audit information and prepare crisp operational reports.
• Solid foundational knowledge of HIPAA policies, confidentiality parameters, and data security best practices.
• Previous experience in medical or behavioral health environment
• Experience in workflow process development and identifying areas for process improvement
• Strong attention to detail and comfort working with data

Preferred Knowledge, Skills and Abilities

• Bachelor's degree preferred 
• Working familiarity with the Medi-Cal system of care and county behavioral health contract requirements.
• Prior operational familiarity or administrative proficiency with Smart Care, Exym EHR, Zendesk, Notion, and the Google Workspace ecosystem.