Behavioral Health Care Concierge Manager

Job Description

Job Description

Description:

Shift 6AM-2PM Monday-Friday, hybrid in office at least one day a week subject to business needs

Community Medical Services (CMS) is hiring a Care Concierge Manager. Under the supervision of the Care Concierge Director, the Care Concierge Manager is responsible for leading the care concierge team that manages transportation, intake support, insurance verification, billing conversations, client communications, and secret shopper/quality audits.

As part of our mission to help individuals recover from substance use disorders, you’ll thrive in a supportive, engaging, and fulfilling work environment where your contributions are valued.

Along the way, we’ll invest in your well-being through a benefits package that includes:

• Subsidized medical, dental, and vision insurance
• Health savings account
• Short and long-term disability insurance
• Life insurance
• Paid sick, vacation, and holiday time
• 401K retirement plan with match
• Tuition and CME reimbursement up to 100%
• Employee assistance program to support your mental health and wellness
• Ongoing professional development

Responsibilities:

• The Care Concierge Manager oversees the centralized Care Concierge team responsible for client communication, insurance verification, financial counseling, transportation coordination, quality audits, and intake support across all CMS clinics.
• This role ensures that every client receives consistent, accurate, and compassionate service that aligns with CMS’s mission and Core Four values.
• Hiring, training, coaching, and developing Care Concierge staff to maintain high performance and engagement.
• Overseeing daily operations, ensuring calls, messages, transportation requests, and financial discussions are handled promptly and professionally.
• Managing insurance verification workflows, including first-week coverage checks, ongoing audits for billing accuracy, and coordination with Medicaid plans.
• Supervising transportation coordination across all Arizona clinics, including Medicaid rides and Uber Health scheduling for new intakes, missed appointments, and emergent needs.
• Collaborating with Enrollment and Clinic Operations to ensure Medicaid and Uber Health transportation programs operate efficiently and compliantly.
• Monitoring financial audits and collaborating with clinic leadership to resolve billing or documentation discrepancies.
• Overseeing communication with clients regarding balances, payment plans, and Sliding Fee Scale (SFS) applications.
• Ensuring completion of secret shopper calls and adherence to CMS quality and service standards. Partnering with leadership to improve client retention, streamline processes, and identify barriers to care, including transportation and financial access challenges.
• Tracking team performance metrics and reporting outcomes to senior leadership.
• Maintaining compliance with HIPAA, CMS policy, and all regulatory requirements.
• This position is highly collaborative, requiring close coordination with Enrollment, Billing, Clinic Operations, Marketing, and external transportation partners to create a seamless, client-centered experience that promotes financial transparency, operational efficiency, and equitable access to care.

• High school diploma or GED required
• Associates degree preferred
• 2 years managerial experience in a healthcare setting
• Healthcare management, remote team management, call center operations management preferred

Skills:

• Ability to communicate clearly and effectively between all organizational levels and with outside providers ? Ability to coach, train, and motivate employees and evaluate their performance
• Bilingual preferred but not required
• Intermediate to advanced computer knowledge, including ability to navigate in electronic health records General knowledge and aptitude for working independently with adults of mixed ethnic groups
• Culturally competent and sensitive to client and employee needs
• Demonstrated ability in medication administration accuracy and ability to maintain accurate client records Excellent organizational skills, accuracy, and attention to detail
• Problem solving, conflict resolution, time management, and strong customer service skills ? Strong team player comfortable working in a fast-paced setting ? Ability to maintain confidentiality to ensure compliance with HIPAA and 42 CFR, Part 2
• Flexible with the ability to work in a continuously changing environment ? Ability to work flexible hours including nights, weekends, and holidays
• The Care Concierge team is active across many different states, time zones, and schedules. Flexibility is required for this position

Tools and Equipment Requirements:

• Frequent use of a telephone, computer, printer, fax machine and copier
• Frequent use of the internet and various web browser software, and Microsoft Office products, including Outlook, Word, Excel, and PowerPoint
• Frequent use of electronic health record

Physical Working Conditions and Office Setting Description:

• Prolonged sitting, standing, frequent bending, stooping, or stretching associated with an office environment
• Manual dexterity using a calculator and computer keyboard
• Frequent and prolonged typing and operation of computer, keyboard, and telephones

#CLSTF

About Community Medical Services

Community Medical Services (CMS) is a CARF-accredited addiction treatment program providing services in the form of outpatient medication-assisted treatment and one-on-one and group counseling to those seeking help with their opioid use disorder. Headquartered in Arizona with more than 70 treatment clinics in 14 states, CMS is dedicated to meeting the challenges presented by the growing opioid epidemic in communities where treatment is lacking.

Our Commitment

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, disability status, sexual orientation, gender identity, age, protected veteran status or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Other Conditions

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.