ECM Supervisor

INTRODUCTION:

Central Neighborhood Health Foundation is a Federally Qualified Healthcare Center (FQHC) committed to the Triple Aim as described by the Institute for Healthcare Improvement. Improving the US health care system requires simultaneous pursuit of three aims: 1) improving the experience of care, 2) improving the health of populations, and 3) reducing per capita costs of health care. Preconditions for this include the enrollment of an identified population, a commitment to universality for its members, and the existence of an organization (an "integrator") that accepts responsibility for all three aims for that population.

SUMMARY: 

The Supervisor is responsible for directing, organizing, and managing Central Neighborhood Christian Health Clinics Enhanced Care Management Program (ECM). In this role job duties include managing direct and indirect reports, providing an oversight of patient cases and tracking deliverables for the department. Conducting data analysis, report on data trends and providing support to upper management. It is expected to be flexible in fulfilling a variety of program roles for the day-to-day operations of CNCHC’s DHCS CalAIM Enhanced Care Management Program. The ECM Supervisor is responsible for direct oversight of program staff including Lead Care Managers and Community Health Workers. Implementing policies & procedures and ensuring workflows are adhered to. Maintain an adequate monitoring system for staff oversite including addressing staff-related issues and timely reporting of deficiencies. Ensure staff are providing high quality services to our members. 

 ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following functions:

• Manage day-to-day operations of ECM staff as assigned, including providing direct supervision of staff.

• Develops positive professional relationships, inspires others to perform at a highest level and retains an accountable workforce.

• Coaches and counsels’ staff and administers appropriate disciplinary action in a timely manner.

• Collaborates with internal and external customers, including other service providers, for the purpose of improving quality of care and workflow.

• Provides oversight of member case files, review and audit files.

• Attend clients’ appointments with staff and provide prompt and actionable feedback to subordinates.

• Gathers, enters, and analyzes data on program metrics and creates relevant and usable reports on program objectives.

• Provides support to Program Director, assist with daily operations, managing staffing schedules, calendaring, and liaising with community partners, especially regarding staffing.

• Provide/ensure staff receive new hire and annual training on time.

• Tracks deliverables for assignments on a regular basis, ensuring compliance with grant and departmental requirements.

• Interpret and explain program requirements, policies to staff, clients and the community.

• Ensures compliance with contracted health plans requirements through verification and approval of documentation.

• Execute the Medi-Cal eligibility, billing, reporting process and workflows to implement ECM.

• Meet and facilitate meetings with ECM teams to provide updates and develop strategies for program quality assurance and quality improvement.

• Collaborate with managing care plans, healthcare providers, community partners and stakeholders.

• Assist in developing workflow, policies, procedures, and documentation related to ECM program.

• Develops and implements plans to correct any identified deficiencies.

• Participate in required training programs, maintain compliance with safety rules, health practices, incident reports, and mandatory reporting requirements.

• Act in accordance with personnel policies and procedures, assistance in the hiring and training of new staff, managing employee relations and disciplinary actions including employee terminations.

• Responsible for timely completion of direct report performance evaluations, merit increase recommendations, timecard monitoring and approval processes.

• Conducts regular staff meetings, including communication and training of program policies and procedures, outcomes of audits, and compliance matters.

• Attending meetings as required by funders and professionally representing the organization.

• Assures appropriate staffing levels and competencies meet the service needs.

• Acts as liaison with external referral resources and programs to create and maintain systems of care coordination.

• Works with Lead Care Managers to ensure coordination care and a care plan is created for all ECM patients requiring care.

• Gather productivity and quality data from ECM and other sources and use it to provide meaningful management information to appropriate staff.

• Works with upper management and ECM Director to meet program goals and objectives, establish staffing patterns and organize staff workflows

• Perform other duties as assigned. 

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION AND/OR EXPERIENCE: 

• Bachelor’s degree from an accredited college or university in health or related field or equivalent combination of training and experience.

• Minimum 2 years of recent progressively responsible administrative management/supervisory experience.

• Project management experience, including timeline, work plan oversight and development.

• Experience in non-profit case management for people with disabilities and chronic health conditions.

• Experience managing multidisciplinary care teams. 

KNOWLEDGE, SKILLS, and ABILITIES:

• Knowledge of Medi-Cal state and federal laws, rules, and regulations.

• Understanding of principles and practices of healthcare systems, including state Medi-Cal program and managed care organizations.

• Experience in Excel, google sheets and docs.

• Experience working with homeless, criminal justice, or other underserved populations.

• Understanding of social determinants of health and impact on patient wellbeing.

• Culturally competent and able to work with a diverse population.

• Bi-lingual (English/Spanish) preferred.

• Strong proficiency with Microsoft Office applications, specifically Word Outlook and internet applications.

• Proficient in working with various electronic health record systems while maintaining the integrity and accuracy of the data.

• Professionalism, punctuality, flexibility, and reliability.

• Excellent verbal, written, and interpersonal skills.

• Strong problem-solving skills.

• Excellent organizational skills and ability to multitask and juggle multiple priorities.

• Outstanding ability to follow through with tasks.

• Ability to work cooperatively and effectively as part of an interdisciplinary team and independently assume responsibility.

• Strong initiative, enthusiasm and willingness to pitch in whenever needed.

• Able to communicate well at all levels of the organization including working with senior leadership and high-level representatives from partner organizations.

• Ability to work well with people from a variety of backgrounds.

• Ability to manage multiple projects and responsibilities to meet the needs of the department and organization.

• Strong problem-solving skills. 

Policy

Punctual and regular attendance is an essential responsibility of each employee at CNHF. Employees are expected to report to work as scheduled, on time and prepared to start working. Employees also are expected to remain at work for their entire work schedule. Late arrival, early departure or other absences from scheduled hours are disruptive and must be avoided.

This policy does not apply to absences covered by the Family and Medical Leave Act (FMLA) or leave provided as a reasonable accommodation under the Americans with Disabilities Act (ADA). These exceptions are described in separate policies.

WORK ENVIRONMENT  

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 qualified individuals with disabilities to perform the essential functions. Variations in conditions may occur under certain circumstances.

CONFIDENTIALITY 

Maintains patient, employee, and Foundation confidentiality at all times, discussing patient or employee business only with appropriate parties who have a bona fide need to know; and communicating only the minimum amount of information necessary with respect to protected health information (PHI) as defined by the Health Insurance Portability and Accountability Act of 1996 (HIPAA). 

1. AGREEMENT AND ACCEPTANCE 

2. I HAVE READ THE ABOVE JOB DESCRIPTION AND FULLY UNDERSTAND THE REQUIREMENTS SET FORTH AND WILL PERFORM ALL DUTIES AND RESPONSIBILITIES TO THE BEST OF MY ABILITY.