Summary
We are committed to providing high-quality, compassionate, and comprehensive primary health care services for the entire community. MLCHC continually transforms our health care delivery system to improve the health of the communities we serve.
If you are searching for an opportunity to work in a collegial environment, serve others and learn new skills join us at Moses Lake Community Health Center where caring, welcoming, helpful, professional behaviors are the norm, not the exception.
Benefits
This position is benefit eligible. The Moses Lake Community Health Center comprehensive benefit package includes, but is not limited to, a 401(k) retirement program with an employer match, medical, vision, dental, life insurances, long-term disability, and paid leave.
Compensation DOQ/DOE
EEOC
For additional information contact:
Colleen Hazel, PHR
509.764.6105 or chazel@mlchc.org

Signing bonus of $1,500 paid out after the successful completion of the first 90 days after start date.
The Director of Customer Care Services provides leadership and oversight for administrative patient services for the medical group at our Moses Lake clinic. They hold the responsibility for ensuring that our patients and their families receive the highest level of customer service and support from our medical front office administrative departments. They work in close partnership with medical leadership to align and integrate effective processes and day-to-day operations, ensuring that medical teams are adequately supported by front office operations. They hold a vital leadership role in building and sustaining strong relationships and communication between medical and front office staff.

• Provides oversight and leadership to customer care operations and staff
• Manages Eligibility department functions and eligibility staff to ensure that our patients receive the support they need to obtain and maintain insurance
• Establishes patient experience and performance metrics to monitor the effectiveness of the CCR and eligibility departments in meeting the needs of patients and internal departments
• Partners closely with medical leadership to strengthen the systems and relationships between the two departments
• Develops and implements training plans to ensure the highest quality service to patients
• Engages front office administrative staff in creating a strong team environment with open communication channels and dedication to mission
• Proactively provides leadership to staff to promote a respectful, safe, and positive work environment
• Actively contributes to the leadership forum to promote exchange of information amongst leaders and departments
• Ensures that current policies and procedures are updated for accuracy and relevance
• Actively participates in the recruitment and hiring process
• Develops and coordinates department onboarding, continued training and competency programs
• Proactively participates in performance evaluation process with staff ensuring adherence to guidelines and policy
• Demonstrates adherence and support of the MLCHC mission, vision, goals policies, and procedures of MLCHC
• Provides excellent service and support to all members of the MLCHC team
• Consistently exhibits all MLCHC Service Standards with everyone in and outside the organization
• Consistently contributes to a work environment that is supportive, respectful, and values the contributions of everyone
• Understands and retains focus on strategic goals and communicates them effectively to staff
• Efficiently manages expenses of the department adhering to Finance guidelines
• Actively participates in Quality Improvement efforts
• Ability to effectively communicate their point-of-view, conclusions or analysis of information
• Ability to effectively listen, empathize and pursue problem solving with co-workers to resolve mild conflicts or disagreements
• Ability to effectively use strategies for diffusing conflict in communicating with patients or others who are upset
• Ability to coach others toward resolving conflict or coming to solutions from conflicted positions
• Participates actively and constructively in meetings to ask questions, express own ideas and advance solutions
• Ability to bring up a discussion and gain input or feedback from others in a team setting, e.g., huddle or meeting
• Ability to effectively communicate and present to small groups in informal and formal settings
• Ability to effectively convey technical information to technical and non-technical audiences

Job Type: Full-time

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