PACE OSO Manager

GENERAL DESCRIPTION

The Manager, Office & Strategic Operations provides operational and administrative leadership for PACE Center outpatient and substance use services. This position is responsible for oversight and coordination of office operations, scheduling systems, administrative support functions, intake workflows, records management, and operational performance across PACE Center programs.

The Manager partners with the Vice President of Operations, Vice President-PACE Center, Clinical Directors, and Program Leadership to ensure efficient service delivery, improved client access, compliance with regulatory and payer requirements, and alignment with organizational strategy. This role supervises Office & Strategic Operations (OSO) and administrative staff while promoting trauma-informed care grounded in the Sanctuary Model.

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

OPERATIONAL & STRATEGIC OVERSIGHT

• Provide integrated leadership for PACE Center operations aligned with organizational priorities under the Vice President of Operations.
• Analyze utilization, productivity, and access data to improve efficiency, reduce barriers to care, and support strategic growth.
• Oversee and standardize scheduling, intake, records, authorizations, and front office systems for consistency and compliance.
• Serve as flexible operational leader supporting cross-coverage, staffing continuity, and rapid deployment of OSO resources.
• Collaborate with Clinical Directors and Program Leadership to align clinical capacity and operational performance.
• Lead process improvement, workflow redesign, and special initiatives to enhance service delivery.
• Ensure operational practices reflect strategic priorities, regulatory requirements, and Sanctuary Model principles.

CLINIC OPERATIONS, SCHEDULING & CLIENT ACCESS

• Oversee scheduling and administrative support for outpatient and substance use services to ensure timely access and continuity of care.
• Coordinate intake processes including pre-admission, insurance verification, authorization tracking, and reauthorization scheduling.
• Maintain clinician schedules and coverage coordination to minimize service disruptions.
• Serve as liaison with families, referral sources, DHS, Juvenile Court Services, and community partners.
• Support front office and reception operations for professional and responsive service delivery.
• Oversee EMR systems, documentation, and records management.

DATA, REPORTING & BUSINESS OPERATIONS

• Prepare and analyze reports related to productivity, scheduling, utilization, authorizations, billing, and program performance.
• Maintain accurate data entry and operational records within electronic systems.
• Monitor utilization and authorization trends to support financial sustainability and decision-making.
• Provide insights and recommendations regarding operational risks and opportunities.

LEADERSHIP, STAFF DEVELOPMENT & SANCTUARY MODELING

• Supervise OSO and administrative staff including hiring, onboarding, scheduling, coaching, and performance management.
• Ensure adequate office coverage and operational support across programs.
• Promote staff development, accountability, and collaboration.
• Model and reinforce Sanctuary Model commitments: nonviolence, emotional intelligence, social learning, democracy, open communication, social responsibility, and growth and change.
• Foster a trauma-informed, inclusive, high-performing culture.
• Participate in committees and special projects as assigned.

ADMINISTRATIVE & OFFICE MANAGEMENT

• Oversee daily office operations including records, correspondence, supply inventory, filing systems, reception, and administrative coordination.
• Support facility and operational logistics across PACE Center sites.
• Provide coverage support for administrative functions as needed.
• Perform additional duties as assigned.

HOURS AND REMUNERATION

• Full-time exempt position.
• Hours primarily Monday through Friday with flexibility based on operational needs.
• Compensation commensurate with experience and qualifications.

SUPERVISORY RELATIONSHIP

• Reports to Vice President-PACE Center and/or Vice President of Operations.
• May receive direction from executive leadership as needed.

QUALIFICATIONS GENERAL REQUIREMENTS

• Must meet all background checks, abuse registry clearances, and federal fingerprinting requirements.
• Valid drivers license and proof of automobile insurance required.

EDUCATION AND EXPERIENCE

• Bachelors degree in business, health administration, human services, or related field preferred and/or equivalent experience.
• 57 years progressive experience in healthcare, behavioral health, outpatient operations, or administrative leadership required.
• Supervisory experience required.
• Experience with scheduling systems, EHRs, and operational reporting required.
• Behavioral health or substance use experience strongly preferred.
• Sanctuary Model experience preferred.

SKILLS AND COMPETENCIES

• Strong leadership, communication, and organizational skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a dynamic environment.
• Strong computer and EMR proficiency.
• High professionalism and confidentiality.
• Ability to respond flexibly to operational or emergency needs.

LANGUAGE SKILLS

• Ability to communicate effectively orally and in writing.

MATHEMATICAL SKILLS

• Basic math skills including addition, subtraction, multiplication, and division.

PHYSICAL DEMANDS

• Occasional lifting up to 50 pounds.
• Standing, walking, sitting, and use of hands for office equipment required.
• Visual ability for close and distance work required.

WORK ENVIRONMENT

• Primarily office and clinical environments with low to moderate noise.
• Occasional travel between sites required.
• Periodic exposure to outside weather conditions possible