Associate Director of Customer Service and Health Information Management

Job Details

Description

Who We Are

Pacific Clinics is California’s largest community-based nonprofit provider of behavioral and mental health services and support. Our team of more than 2,000 employees speaks 22 languages and are dedicated to offering hope and unlocking the full potential of individuals and families through culturally responsive, trauma-informed, research-based services for individuals and families from birth to older adults.

Who We Serve

Pacific Clinics serves children, transitional-age youth, families, adults, and older adults. We offer a full range of mental and behavioral health services, foster care and social services, housing, continuing adult education and early childhood education programs to Medi-Cal-eligible individuals and families throughout Alameda, Contra Costa, Fresno, Kings, Los Angeles, Madera, Orange, Placer, Riverside, Sacramento, San Bernardino, San Francisco, Santa Clara, Solano, Stanislaus, Stockton, Tulare and Ventura Counties.

Compensation We Offer

• The initial compensation for this position ranges from $108,547.76 – $133,500.06 per year.
• Salary is dependent on commensurate experience above the minimum qualifications for the role and internal equity considerations.
• The salary may also vary if you reside in a different location than the location posted.
• 8% License Differential for LMFT, LCSW, LPCC, PsyD. and select Peer Certifications. *
• 7.5% Bilingual Differential for qualified positions*
  • Must meet company policy eligibility requirements.

Benefits We Offer

• Benefits eligibility starts on day ONE!
• We offer comprehensive medical, dental & vision benefits, voluntary life insurance, flexible spending, health savings account, EAP, and more!
• Employer Paid Long-Term Disability & Basic Life Insurance
• 401K Employer Match up to 4%
• Competitive Time Off Plans (may vary by employment status)
• Employee engagement and advocacy opportunities to advance our justice, equity, diversity, and inclusion agenda across our Agency and throughout the communities we serve.

Schedule: Mon – Fri, 9-5pm

JOB SUMMARY

The Associate Director of Customer Service (CSD) and Health Information Management (HIM) oversees daily operations of the agency’s centralized customer service and health information functions. This role ensures accurate entry of client data (e.g., insurance, SOGIE, interoperability calls, admissions/discharges, etc.) and timely referral processing; both critical for medical record integrity, reporting requirements, and Heath Information Exchange (HIE) readiness. The AD CSD/HIM plays a key role in delivering responsive, accurate, and compassionate support to members, health plans, and county partners, while collaborating closely with Clinical Administration and Clinical Operations departments.

They manage how service needs are received and addressed across phone, email, and referral systems, while ensuring staff have the tools, workflows, and training needed. This includes oversight of agency and county EHR systems, Salesforce CRM and other technologies, as well as tracking key metrics such as: authorizations and timely access.

The AD also drives system improvements, policy development, and operational readiness to support CalAIM and other strategic initiatives. Success in this role requires strong knowledge of behavioral health documentation, data system accuracy, and customer service, along with the ability to collaborate cross-functionally to enhance both clinical administration and clinical operations.

RESPONSIBILITIES AND DUTIES

Customer Service & Health Information Management Oversight

• Supervise manager(s) and leads across the customer service and health information functions, fostering a culture of learning, accountability and service excellence, while maintaining a positive & mission-aligned department culture that reflects the agency’s service values and commitment to equity.
• Lead & manage a centralized customer service team to ensure timely, accurate data entry, and compassionate response to existing members & incoming referrals from members, health plans and county partners.
• Develop, implement, and monitor service-level expectations, including response timelines, call handling protocols, and quality standards.
• Create and maintain efficient workflows for triaging and escalating service requests to the appropriate internal programs.
• Ensure the department consistently meets required service metrics outlined by county partners (e.g., authorization entry, timely access entry, etc.).
• Oversee regular review and resolution of billing violations and unbilled service reports to address issues related to claims tied to Customer Service and Health Information Management functions.
• Manage workflows for maintaining client charts from enrollment through discharge, including timely enrollment/discharge entries, Medi-Cal eligibility checks, detailed data entry, proper execution of web calls, etc.
• Train staff on the importance of cross-functional collaboration – emphasizing the synergy between Customer Service, HIM Specialists, Clinical Programs, and the QA department to ensure seamless compliant service delivery & transition from referral to service delivery.
• Participate and collaborate on various Audit preparation, documentations request, subpoenas and corrective action planning related to client records.
• Oversee compliance with health records entries and documentation standards across platforms.

Leadership

• Maintain strong cross-departmental partnerships with IT, QA, and Claims Operations to ensure effective integration of Salesforce CRM, E.H.R. platforms, and other technologies that streamline workflows and enhance service coordination.
• Actively contribute to agency-wide initiatives focused on capacity building, contract compliance, and equitable access to care, including participation in NPC meetings and cross-functional projects.
• Lead and manage assigned project management responsibilities, ensuring deliverables are met on time and aligned with departmental and organizational priorities.
• Serve as a strategic thought partner in advancing the agency’s mission, contributing to organizational planning, goal setting, and execution of key initiatives.

JOB SPECIFIC COMPETENCIES

• Customer Service Management
• Health Information Systems Knowledge
• Salesforce CRM Expertise
• CalAIM and Medi-Cal Operational Understanding
• Regulatory Compliance and Documentation Standards
• Cross-Functional Leadership
• Project Management
• Managing Multiple Priorities

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

MINIMUM EDUCATION AND/OR EXPERIENCE

• Master’s degree in business management/administration, Public Health, Mental or Behavioral Health, Health Administration or a related field required.
• Plus, minimum 5 years in a healthcare or related field customer service center environment, with at least 2 years’ experience managing supervisors, team leads, or departmental leadership roles.

OR

• Bachelor’s degree in business management/administration, Public Health, Mental or Behavioral Health, Health Administration or a related field required.
• Plus, minimum 7 years in a healthcare or related field customer service center environment, with at least 3 years’ experience managing supervisors, team leads, or departmental leadership roles.

Equal Opportunity Employer

We will consider for employment qualified Applicants with Criminal Histories in a manner consistent with ordinance 184652 Sec.189.04 (a) and San Francisco Police Code, Article 49. Section 4905.

Travel Required

Yes. Must possess a valid CA Drivers’ license and active insurance.

Qualifications

Licenses & Certifications

Preferred

Driver License

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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