Support Services Manager

Summary: Responsible for the management and implementation of the referral, enrollment, eligibility, and discharge processes including establishment of monthly intake goals for the developmental preschool, therapy, ABA and private school (outpatient services programs). Responsible for overseeing initial credentialling and annual re-credentialing of therapists with all funding sources.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Establishes and maintains processes and timelines for referrals for services from time of receipt to enrollment in services, including screenings, evaluations, conferences, applications, funding, etc.
• Oversees the completion of enrollment documents for enrollment in therapy, ABA, developmental preschools (EIDT), ADDT therapy programs and private school programs.
• Oversees the process and timelines for obtaining initial and annual evaluation and treatment prescriptions and prior authorizations/pre-certifications.
• Assists in preparation of monthly demographic reports.
• Maintains current knowledge of governing regulations and licensure requirements for therapy, ABA, developmental preschools (EIDT), ADDT, and private school programs including eligibility, funding, service documentation, due process, etc.
• Oversees process for scheduling of conferences with families and treatment team members.
• Oversees processes for entering and maintaining data accurately in Electronic Management Information System platform.
• Oversees processes and timelines for running and reviewing reports from Electronic Management Information System to manage referrals, enrollment, funding, prior authorizations/pre-certifications, prescriptions, evaluations, etc.
• Ensures processes are in place to maintain required documentation to substantiate medical necessity as requested by funders (Medicaid, Commercial Insurance, PASSE)
• Oversees the process and timeline for submitting demographic information to DDS.
• Oversees the process and timeline for submitting retrospective reviews for all center based programs.

• Provides training and coaching in systems and best practices to ensure mastery of all facets of referral and enrollment processes by Support Services Specialist, administrative assistants, therapists, etc.
• Provides oversight of the processes and timelines for obtaining and maintaining as current, all licensure and credentialing requirements for all therapists. Documents in billing system credentialing for each therapist. Ensures that annual renewals for licensure and credentialing are completed timely to prevent lapse in coverage and as such, unbillable services.
• Works closely with the Finance Department to ensure funding is current and maintained for all individuals, assisting in follow-up on account collection issues, and providing program service reports and documentation to payers as requested.
• Provides support as needed to Outpatient Services management team and program administrative assistants to ensure all processes related to intake are followed with consistency and integrity.

Compliance/HIPAA:

While performing the duties of this job, employee will comply with all federal, state and local laws and regulations pertaining to Easterseals Arkansas.

Employee has access to all client protected health information of the individuals directly served by this person, except psychotherapy notes. Employee will not attempt to access any other protected health information unless otherwise approved by Supervisor or Privacy Officer.

Supervisory Responsibilities:                                             

• Directly supervises Support Services Supervisor.
• Carries out supervisory responsibilities in accordance with the organization’s policies, procedures and applicable laws. 
• Responsibilities include interviewing, hiring, and providing oversight of training employees; planning, assigning, and directing work; appraising performance, rewarding, and disciplining employees; addressing complaints and resolving problems.

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 individuals with disabilities to perform the essential functions.

Education and/or Experience:                                            

Bachelor’s degree in health management, social services, or related field and a minimum of 5 years’ experience in health care office management and supervision.

Core Competencies

• Competence in instructional, oral, and written communication, organizational and interpersonal relations skills.
• Superior organization and data management skills.
• Ability to independently prioritize and plan work activities.
• Ability to problem-solve independently or in a group setting.
• Ability to foster quality in others.
• Strives to constantly improve processes and services.
• Knowledge of provider credentialing.
• Knowledge of funding and prior authorization/pre-certification as it relates to medical services.
• Experience in using electronic health management software platform(s).
• Knowledge of Microsoft 360.

Physical Demands: While performing the essential functions, the employee will be required to sit, stand, walk, and to use hands. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment: The work environment characteristics described here are representative of those an administrative employee encounters while performing the essential duties of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is generally quiet to moderate.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.  The employee is frequently required to walk; reach with hands and arms and stoop, kneel, crouch, or crawl.  The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Easterseals Arkansas has designated this position as a “non-safety sensitive” position under the Arkansas Medical Marijuana Amendment.