JOB TITLE: Client Access Manager 

EFFECTIVE DATE: February 2025

PROGRAM: Registration/Access 

REPORTS TO: Senior Clinical Director

FACILITY: Gilmore/All OP Locations 

CITY: Lakeland, FL

JOB STATUS: Full Time 

FLSA: Exempt

Job Summary:

The primary purpose of the Client Access Manager will be to provide training, support, and direct supervision to the outpatient registration and access staff at all Peace River Center Outpatient Department locations in accordance with established procedures. The Registration/Access team are the initial exposure that clients have to Peace River Center's Outpatient Program and the Client Access Manager is expected to lead the department with a high emphasis on customer service and client experience.

General Expectations:

In the performance of their respective task and duties, all employees are expected to conform to the following:

1. Adhere to all PRC policies and Code of Conduct standards and at all times exhibit all

PRC's Core Values.

1. Perform quality work within deadlines with or without direct supervision.
2. Interact professionally with other employees, customers, and vendors.
3. Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations, as required.

1. An employee in this position must be able to react to change productively.
2. Attends all scheduled work hours, meetings, training, and other center functions.
3. Provide the highest level of customer service while interacting with potential clients, clients, co-workers, or other visitors to the agency and ensure direct reports do the same.
4. Provide direct supervision for the outpatient registration/access staff and the Registration Supervisor staff at Gilmore, Lakeland CSU, Bartow CSU, Wauchula, Sebring, and any other ancillary locations that may develop in the future.
5. Provide program orientation for new staff, schedule, and provide training.
6. Ensure client intake steps, monitoring, reception, and data entry processes are accurate, timely, and efficient.
7. Assist staff as necessary to complete assignments.
8. Lead department and engage Supervisor to complete enhancements and staff training.
9. Review all registration errors and identify trends or training gaps.
10. Meet with employees, re-train as necessary, and document errors accordingly.
11. Document all attendance and personnel issues, complete yearly reviews, and ensure the success of all employees.
12. Counsel and discipline staff as necessary.
13. Assess the department's needs and communicate them to the Manager.
14. Monitor and approve time cards for staff under direct supervision.
15. Monitor weekly and monthly reports for accuracy and compliance of information entered into the EHR by staff.
16. Respond to client complaints.
17. Review time off requests and maintain staff work schedules.
18. Train all new employees to ensure proper procedures are followed.
19. Provides leadership that aligns and challenges the workforce, inspires loyalty, and promotes fulfillment of Peace River Center's mission, vision, and values.

Essential Duties/Requirements/Activities:

• Ability to arrive/report to work on time and ready to work.
• Ability to abide by principles of EEO compliance and a workplace of dignity and respect.
• Ability to work cooperatively in a group/team setting.
• Ability to show respect to others.
• Ability to take guidance and direction from supervisors.
• Ability to report to work with clean hygiene.
• Ability to adhere to Company/Program dress code standards.
• Ability to professionally communicate with others.
• Provide the highest level of customer service while interacting with potential clients, clients, co-workers, or other visitors to the agency.
• Conduct onsite monitoring for all shifts and locations monthly to ensure accuracy and compliance with agency standards.
• Assist staff as necessary to complete assignments.
• Counsel and discipline staff as necessary.
• Monitor and approve time cards for staff under direct supervision.
• Monitor weekly and monthly reports for accuracy and compliance of information entered into the EHR by staff.
• Respond to client complaints.
• Review time off requests and maintain staff work schedules.
• Work collaboratively with other Peace River Center departments.

Education:

Bachelor's Degree or educational equivalent

Experience:

5- Years' secretarial experience, preferably in a medical or clinical office setting.

2- Years' experience in a supervisory capacity.

Certifications:

None

Training:

20 hours of professional enhancement training and PRC requirements are required annually.

Knowledge and Skills:

Exceptional employee and customer relations skills are required. Highly motivated, able to learn quickly, and prioritize multiple tasks. Proficient in Word Excel and the ability/willingness to learn other applications. Excellent organizational skills. A proactive approach to problem resolution. Must be able to follow detailed instructions. Consistently exercises critical thinking skills or uses logic and reasoning to assess and resolve problems. Consistently maintain a professional and approachable demeanor. Able to work under pressure and meet stringent deadlines in a fast-paced environment. Successfully alternates between two or more activities or sources of information. Accepts responsibility and maintains a high level of accountability. Handle unresolved inquiries/issues.

Safety Equipment:

1. Universal Precautions
2. Comply with Occupational Safety and Health Administration (OSHA) Rules and Regulations
3. Life Safety Equipment (Fire Extinguisher)

Transportation:

Must have reliable transportation

Machines, Tools, and Equipment Used:

1. Computer
2. Telephone
3. Fax
4. Copier

Supervisory Relationship(s):

1. Reports to: Senior Clinical Director
2. Supervises: LCSU, BCSU, Wauchula, Sebring/DOH/Wellness Registration and Insurance Verification Staff

Work Environment:

The work environment is fast-paced and consists of exposure to physical conditions typical of a normal office environment. The populations cared for will include patients who are confused, delusional, irrational, agitated, or uncooperative. Most of the job is performed while sitting, although the work may require occasional standing or walking and/or the lifting and carrying of small objects. A small amount of travel may be required for meetings etc. to another PRC location.

EEO Statement

One of the greatest assets of the PRC is the ethnic, cultural, and social diversity of its employees. PRC takes great pride in the diversity and values and respect of all its employees, regardless of race, color, sex, marital status religion, national origin, ancestry, genetic information, age, disability, gender identification, or sexual orientation.