Community Liaison Unit Program Manager

NOTE BEFORE APPLYING: This is a healthcare and community services program management position, not a technical/IT program management role. The position focuses on program operations, staff supervision, grant and contract management, community outreach and education, patient advocacy, care coordination, and health improvement initiatives. Candidates whose primary experience is in IT, software, engineering, or technical project/program management may not be a fit for this position.

Essential Job Functions

• Oversees and trains CLU program staff on all aspects of program activities, including patient eligibility, registration, patient scheduling, data collection and documentation, risk assessment, patient referral, and insurance billing, as well as overall advocacy on behalf of AHS patients and their families.
• Provides outreach, advocacy, and education targeted towards the Asian community with a particular emphasis on understanding and addressing both health issues and the social factors that influence health within that community
• Works in close collaboration with the Chief Medical Officer and Specialty Mental Health Director, medical/mental health providers and on-site specialists to provide support services, counseling, and education for patients, including case coordination, health education support including medication compliance, and brief psychosocial (combined) assessment, referral and follow-up for high risk and special needs, and any other supportive services provided by the program.
• Works in close collaboration with the Quality Improvement (QI) team to assess patient care process and outcomes metrics to ensure high quality patient care.
• Acts as a liaison to all other departments regarding health issues, including medical practitioners, health/patient education, eligibility, billing and fiscal departments.
• Represents the program on behalf of the agency at meetings with other service providers, e.g., Alameda County Department of Public Health.
• Supports the development of grants related plans, Patient Leadership Councils, Patient General Meeting, Patient Newsletter, Language and Culture Access Program (LCAP) and patient education materials in partnership with clinic leadership and community leaders; maintains and annually updates service protocols; maintains CLU service data by entering data into the database and generating reports for AHS quality management, providers, and contract/grant requirements.
• Develops and implements an organizational strategic plan to effectively deliver programs and services to meet the needs of communities. 
• Schedules and facilitates regular program related meetings and case conferences, as appropriate

Supervisory Responsibilities

• Serve as primary supervisor of the CLU Program Coordinators and other Staff.   Oversee recruitment, hiring, dismissals, disciplinary actions, evaluation, and other personnel actions in consultation with Director of Community Services.  Consult and communicate with Human Resource Manager to ensure compliance with collective bargaining agreement, personnel policies, and labor laws. 
• Develop staffing plans, assign work, and coordinate with other Departments and Program Coordinators.
• Ensure that appropriate initial and on-going trainings are provided to program staff, clinic staff, and other staff who may be providing services at-risk and/or infected patients and community members
• Promote a standard of respectful and professional interactions with at-risk and patients and community members. 
• Promote a standard of teamwork, cooperation, and positive work place practices among staff.  Establish strong working relationships with other managers and staff such as the Director of Clinical Operations, Clinical Services Manager, Head Nurse, Support Services Manager, Membership Services Manager, site managers/coordinators, Billing Manager, Perinatal Program Manager, medical leadership of the clinic, support services staff, development staff, and grants management staff.

General Agency/AHS Duties

• Fosters an environment that promotes trust and cooperation among clients and staff.
• Enforces clinic policies and procedures, including maintenance of client confidentiality under HIPAA privacy rules, to ensure that the principles of AHS are implemented.
• Plays an active role in planning organization-wide activities such as AHS general membership meetings, fundraisers, special clinic days and other events.
• Participates in general membership meetings, fundraisers and other public events, as required.
• Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.
• Attends AHS staff retreats and Board of Directors meetings, as required.
• Participates in agency-wide quality improvement program processes and performance improvement teams to ensure excellence in the quality of services provided across the agency

Minimum Qualifications

• A Bachelor’s degree (B.A.) in public health, social work, health administration or related field
• health setting and 2 of years’ experience working in a lead position or handling progressive administrative responsibility required or any equivalent combination of education and experience.
• Ability to speak, read, and write in an Asian language with high proficiency.

Preferred Qualifications

• Master’s degree (M.A.) preferred, with a minimum one years’ medical office experience incomparable.
• Valid California Driver’s License, insurance, and ability to travel as required to perform duties.

Knowledge, Skills & Abilities

• Proficiency with Microsoft Office applications, with intermediate to advanced level competency in Excel and PowerPoint.
• Ability to work collaboratively with other AHS supervisors and managers with a focus on customer service and quality of care, exemplifying the core values and mission of the organization, always exercising utmost discretion, diplomacy and tact inpatient/staff interactions.
• Excellent communication skills at the level necessary for understanding patients and provider or supervisors' instructions, and for accurately documenting patients' medical information. Ability to effectively communicate with the patient population and staff while demonstrating a high degree of diplomacy and tact.
• Basic working knowledge of medical terminology.
• Easy facility and adaptability to working with computers and software applications.
• Demonstrated leadership skills with the ability to train and guide staff in the performance of their duties.
• Position requires moderate physical activity such as sitting, traveling, walking, driving, bending, lifting, and computer usage.
• Willingness to work evenings and/or weekends; demonstrates flexibility in regards to job duties and assignments.
• Ability to multi-task and work effectively in a high-stress and fast-moving environment.
• Culturally sensitive and demonstrated ability and effectiveness in working with ethnically diverse populations.
• Strong analytical, accounting and problem-solving skills.
• Ability to work collaboratively to achieve common goals and communicate within different levels of the organization.
• Knowledge and experience with cost and fund accounting.
• Ability to multi-task, meet multiple and sometimes competing deadlines.
• Demonstrated ability to effectively manage time, interpersonal relationships, resources and information.
• Strong planning, problem-solving, and organization skills with high attention to detail.
• Belief in the organizational mission and the ability to articulate this vision to our constituency, partners, funders, and the general community.
• Strong written and verbal communication skills.
• Working knowledge of “Universal Precautions,” demonstrates professionalism at all times

Physical & Work Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits That Support You
We're committed to supporting our team's well-being. Our comprehensive benefits package includes:

Health & Wellness

• 100% employer-paid medical, dental & vision coverage
• Acupuncture & chiropractic coverage

Time Off

• 12 vacation days
• 12 sick days
• 12 paid holidays + 3 floating holidays (additional flexible days you can use anytime)

Financial & Retirement

• 403(b) with 3% employer contribution + up to 2% match
• Flexible Spending Account (FSA) & Dependent Care Assistance

Additional Support

• Commuter benefits
• Long-Term Disability Insurance