FCS Manager

ABOUT THIS ROLE

PRIMARY RESPONSIBILITIES

• Lead the day-to-day and long-term management of Plymouth Housing’s FCS program, including program strategy, workflow development, service-delivery support, quality assurance, and compliance.
• Develop and implement an FCS roadmap that supports organizational priorities, system integration, new benefit or funding opportunities, and sustainable program growth.
• Manage, supervise, coach, and support FCS Specialists; provide performance management, professional development, and ongoing training to strengthen staff knowledge and program consistency.
• Maintain accessible FCS workflows, procedures, and training resources; support staff onboarding and provide site-based or programmatic guidance as needed.
• Establish and maintain best practices for FCS documentation, billing, data validation, service processes, and quality improvement.
• Monitor key performance indicators, dashboards, service measures, revenue, and data-integrity metrics; use findings to identify issues, improve processes, and maximize compliant reimbursement.
• Partner with IT and organizational leadership on Salesforce, Credible, and other system needs related to FCS, including workflow design, configuration, troubleshooting, testing, implementation, and enhancements.
• Oversee the EDI-file process in partnership with IT, including file validation, error resolution, data review, and coordination with external entities.
• Collaborate with Housing Operations, Finance, Compliance, IT, program staff, vendors, and other partners to ensure cohesive program execution and successful billing cycles.
• Represent Plymouth Housing in discussions with external regulatory, funding, and oversight partners, including the Health Care Authority, Medicaid, and other relevant entities.
• Serve as a resource and advisor to Quality, Innovation and Health leadership on FCS integration, Permanent Supportive Housing practices, program operations, and system improvements.

KNOWLEDGE, SKILLS, AND ATTRIBUTES WE NEED FROM YOU

• Builds trust and works respectfully with people from many backgrounds and lived experiences, contributing to safe, welcoming housing communities where residents experience dignity, choice, and belonging.
• Uses self-awareness and humility to communicate effectively across differences, adapt approach, and treat people with fairness and respect.
• Demonstrates strong program-management, strategic-planning, and operational-execution skills.
• Has technical aptitude and is comfortable learning, using, troubleshooting, and improving complex systems, databases, and reporting tools, including Salesforce and Credible.
• Translates program, service-delivery, and billing needs into clear system requirements in partnership with IT and other stakeholders.
• Uses strong critical-thinking and root-cause-analysis skills to identify problems, resolve issues, and improve workflows.
• Applies data literacy to dashboards, reports, KPI monitoring, data-integrity reviews, and data-informed decision-making.
• Leads change effectively, supports staff through transitions, and reinforces new processes, systems, and workflows.
• Demonstrates strong organization, time management, accountability, and follow-through while managing multiple priorities and deadlines.
• Communicates complex technical, billing, and program concepts clearly to staff with varying levels of system knowledge.
• Builds productive working relationships across departments and with external partners.
• Maintains a strong commitment to ethical data practices, confidentiality, and regulatory compliance.

QUALIFICATIONS

• Bachelor’s degree in a related field or equivalent professional experience in program management, human services, behavioral health, or nonprofit administration.
• Three or more years of experience in program development, program management, or service delivery within human services, behavioral health, Medicaid-funded programs, or nonprofit settings.
• Experience working in behavioral health, Permanent Supportive Housing, Medicaid-funded programs, or comparable service systems.
• Experience with project management, quality improvement, corrective-action planning, or process-improvement initiatives.
• Experience using KPIs, dashboards, performance measures, reporting, or other data-informed decision-making tools.
• Experience partnering with IT teams or participating in software implementation, configuration, testing, or systems improvement preferred.
• Supervisory or team-leadership experience preferred.
• Join us and be a catalyst for positive change!
• Plymouth Housing is an equal opportunity employer. We recruit, hire, train, and promote employees based on merit and business needs, and without regard to race, color, creed, religion, national origin, ancestry, citizenship or immigration status, sex (including pregnancy, gender identity, and sexual orientation), age, marital status, physical, sensory, or mental disability, honorably discharged veteran or military status, or any other status protected by applicable federal, state, or local law.