SUMMARY OF RESPONSIBILITIES:
- Maintains direct communication with the ECM Manager, providing updates on operational issues, process improvement suggestions, and other concerns.
- Monitor ECM staff productivity. Meet regularly with staff to review productivity and implement process improvement as needed to meet productivity goals
- Provides coverage as necessary, including Lead Care Manager and Community Health Worker positions.
- Interfaces with other departments to ensure operational effectiveness.
- Provides the Manager with ongoing feedback on staff performance and assists with completing performance evaluations.
- Works with the Manager to monitor and evaluate, coach and develop staff performance, and recommend promotions and disciplinary actions.
- Demonstrates exemplary customer service in both verbal and written encounters.
- Ensures data entry corrections/completion is resolved promptly.
- Other duties and responsibilities as assigned by the ECM Manager.
PERFORMANCE AREA 1: ECM Operational Responsibilities
This position works closely with the Manager and other department management personnel to ensure smooth operations and seamless integration of support area functions into the department’s overall functions.
- Maintain a Lead Care Manager caseload
- Supports and manages the overall work area by working with the Manager to monitor and evaluate staff performance and recommend promotions and disciplinary actions. Provides the Manager with ongoing feedback on staff performance to assist with completing performance evaluations.
- Supports the work of the ECM staff by effectively planning and evaluating work assignments to ensure adequate coverage.
- Effectively communicates issues and concerns to the Manager when they arise.
- Supports staff development and improvement by providing appropriate coaching, training, and counseling per management direction.
- Supports the area and Manager by being a knowledge expert in using UHC medical management software and other tools, standards for the work and the area.
- Ensures appropriate staffing by participating in the interview process and selection of new personnel with the ECM Manager for Lead Care Manager and Community Health Worker positions.
- Maintains direct communication with the Manager, providing updates on operational issues, process improvement suggestions, and other concerns.
- Supports the functions of the department by ensuring that the collection and data entry of patient information by support team members is accurate and free from errors. Additionally, any corrections are resolved promptly and at the support level to ensure timely reimbursement.
- Ensures that quality of work is error-free and complete by monitoring accuracy of documentation of ECM assessments, follow-ups, care plans, and claims. This would include regular audits of staff work and process review.
- Supports the overall work of the area by providing when necessary, coverage of Lead Care Manager and Community Health Worker positions.
- Effectively interfaces with other departments and corporation to ensure operational effectiveness for the area.
- Supports the work of the ECM Manager by being able to multi-task and manage multiple assigned projects and to meet assigned deadlines.
- Effectively communicates and works closely with the ECM Manager to comply with compliance issues and regulatory expectations of site audits/visits (i.e., OSHA Blue Cross etc.)
- Oversees check-in and check-out of all shared department IT equipment used for field work, such as laptops, tablets, or phones.
- Monitors all field visits performed by staff with patients, tracking the check-in and check-out of staff from the Administration building, purpose of the visit, and location.
PERFORMANCE AREA 2: Customer Service, Quality Improvement, & Staff Development
This position is responsible for the level of quality of service, customer service and interactions with patients, and the ongoing training and development of staff within the area.
- Responsible for ensuring that the team exhibits exemplary customer service in both verbal and written encounters by role modeling and coaching staff to performance.
- Supports the quality improvement initiatives of the department by participating in process improvement and data collection activities as necessary.
- Responsible for the quality improvement activities within the area by coordinating staff training and retraining when processes are modified within the functions of the department.
- Supports the quality improvement and compliance goals of the department by ensuring that UHC personnel within their area meet required regulations as defined by BPHC and other contracted entities.
- Supports the work of the area by ensuring that new personnel are acclimated to the work environment and provided with general expectations for performance along with training.
- Ensures that staff is directed to and provided opportunities for additional training that support the activities within the area.
PERFORMANCE AREA 3: General Corporate Expectations
- Attends and actively participates in all meetings (e.g., department meetings, program meetings, employee staff meetings) and other activities as required or assigned.
- Attends workshops/seminars as necessary to increase skills and knowledge to provide effective care, treatment, and/or leadership.
- Supports the overall needs of the health center by working flexible or extended hours when necessary.
- Demonstrates awareness of, and compliance with, organizational mission and objective of UHC to provide health care access and support services for all members of the community.
- Supports their own staff development by completing the required hours of continuing education each year.
- Other work-related duties as assigned by supervisor. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.
- Maintains confidentiality and respect for information regarding patients and other team members; abides by UHC Rules of Confidentiality and general HIPAA regulations regarding privacy.
- Displays a positive, professional and respectful demeanor at all times toward employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for the health centers.
- Contributes to the team by promoting positive staff interaction, maintains open communication with other programs/departments.