Client Access Services Teams Manager (Management Analyst II)

The Fairfax-Falls Church Community Services Board (CSB) is seeking a proactive, hands-on, and data-driven Management Analyst II to lead Client Access Services operations across multiple outpatient behavioral health locations.

This position provides leadership and oversight of Client Access Services Teams (CAST) and plays a critical role in ensuring efficient, consistent, and high-quality administrative operations across the CSB. The position supervises and develops staff, monitors operational performance and key performance indicators (KPIs), analyzes data, identifies opportunities for improvement, and promotes standardized practices across multiple locations.

The successful candidate will be a self-directed operational leader who takes initiative, works collaboratively, coaches and develops staff, and follows issues through to resolution. The position requires someone who is comfortable working with both people and data and who can translate operational information into meaningful improvements in service delivery and performance.

This position will also play an important role in the implementation and stabilization of the CSB's new Electronic Health Record (EHR). The incumbent will work with staff and organizational partners to support workflow adoption, identify operational and system issues, monitor performance and data integrity, and implement process improvements.

The Fairfax-Falls Church Community Services Board serves more than 22,000 clients annually through a broad range of behavioral health, developmental disability, and substance use disorder services.

This position requires travel between CSB locations, it is designated as emergency services personnel and as such may require reporting to work during emergency or inclement weather situations.

Functional areas: operations management, administration management, healthcare or behavioral health administration/management, or behavioral/developmental health

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position description.)

• Performs a wide-range of professional work in multiple administration functions within an organizational unit including analysis and project management;
• May supervise administrative and paraprofessional staff;
• Performs a variety of technical and professional work related to monitoring and reporting on departmental business processes, activities, and outcomes;
• Plans, develops, and implements comprehensive communication and education plans on programs and services for both county agencies and community organizations;
• Assists with developing and conducting special studies and research initiatives, by designing survey instruments, gathering data and information from department staff, developing data analysis tools, conducting statistical analyses, initiating literature reviews, etc.;
• Conducts analysis and reporting of quantitative and qualitative data in order to track and monitor various business process indicators;
• Serves as the point-person and liaison within the department and with central county departments regarding a designated program and functional areas of responsibility;
• Prepares reports and presentations of analysis and findings.

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

• Knowledge of the mission, goals and objectives of the organizational unit, program or activities to which incumbent is assigned;
• Knowledge of the principles, practices, and techniques relating to various functional areas of business operation (e.g., personnel, budgeting and financial management, contract administration and management);
• Knowledge of the principles, practices and techniques governing management, organization, operations and programmatic services;
• Ability to identify and describe a range of possible solutions for solving business problems;
• Ability to apply research methods to design studies and assessments, and statistical analysis techniques to identify patterns and trends in data;
• Ability to use word processing and presentation software to prepare documents, and to use spreadsheet and statistical analysis software packages to store, manipulate, analyze and present data;
• Ability to train, lead, and/or supervise paraprofessional staff.

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following: (Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Graduation from an accredited four-year college or university with a bachelor's degree in the field related to the assigned functional area; plus two years of professional work experience within the functional area.

CERTIFICATES AND LICENSES REQUIRED:
Valid driver's license.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check, a Child Protective Services Registry check, a driving record check, and sanction screening to the satisfaction of the employer. A TB screening upon hire.
This position is emergency/essential services personnel. (Required to report for duty during inclement weather and/or other emergencies.)

PREFERRED QUALIFICATIONS

• Four (4) or more years of progressively responsible experience in operations management, healthcare administration, behavioral health operations, or a closely related field, including three (3) or more years of direct supervisory experience.
• Two (2) or more years of experience leading high-volume administrative or client access operations, preferably across multiple teams or service locations.
• Two (2) or more years of experience using KPIs, operational data, and management reports to monitor performance, identify trends, support decision-making, and drive operational improvements.
• Two (2) or more years of experience coaching, developing, and holding staff accountable for performance, including addressing performance gaps and monitoring results.
• Three (3) or more years of experience working with Electronic Health Record (EHR) systems in a healthcare or behavioral health environment. Experience supporting an EHR implementation, system conversion, or post-go-live stabilization is highly desirable.
• Two (2) or more years of experience developing and implementing Standard Operating Procedures (SOPs), workflows, or process improvements in a healthcare, behavioral health, or high-volume administrative environment.
• Experience conducting quality assurance, operational audits, or compliance reviews and developing corrective actions based on findings.
• Demonstrated ability to independently identify operational problems, analyze root causes, develop solutions, and lead implementation of improvements while collaborating with clinical, administrative, financial, and technology partners.