CENTER SERVICE DIRECTOR

CenterLight Health System•New York, NY

About The Position

JOB PURPOSE: The Center Service Director (CSD), under the direction of the SVP of Clinical Services, supervises all day-to-day operations of the Interdisciplinary teams and participant outcomes. As such, the CSD serves as the Director of Patient Services (DPS) for the LHCSA along with coordination of the multi-disciplinary integrated care in the community, Day Health Center, Diagnostic & Treatment Center and throughout the continuum of care. Coordinates with all managers to ensure all metrics logs are complete and provides support and assistance as required. JOB RESPONSIBILITIES: IDT Oversees, coordinates, and provides support to site based Managers and clinical staff; inclusive of but not limited to the DTC and GCC, rehab department, nutritional services, social workers and home services management. Balances & allocates IDT and related resources throughout the site and ensures adequate team assignments and coverage. Reviews and ensures affective development and execution of personalized care plans that result in improved satisfaction & outcomes for all participants. Provides oversight of the provision of services that impact participants’ care. Implement in-service training and management directives to support the development and advancement of team members. Collects and reviews data for operational metrics geared towards ensuring participants are treated in the right venue at the right time and at the right cost at the highest levels of quality. Participates in all quality assurance and regulatory compliance activities to ensure appropriate regulatory certifications. If RN, serves as LHCSA DPS and Nursing Director for D&TC. Supervises DTC RN. Serves as administrative on call during non-operational hours of the physical sites. Collaborates with departments within the clinical development pillar (medical board, research & innovation, clinical standards and processes) to establish new & improved care delivery processes and treatment protocols. Enrolls/dis-enrolls participants in the HCS System as applicable. Monitor and minimize voluntary disenrollments. Only act within the scope of the individual’s authority to practice. Meet a standardized set of competencies for the specific position description established by the PACE organization before working independently. Acting member of the IDT. Indirect Accountabilities Completion of MPA tracker Collaboration Stewardship Ensure avoidable hospitalizations are intercepted and avoided. All SNF Acute/Short term admissions are closely monitored for justification and task specific goals are established to safely discharge participant home. Identify ways to utilize PACE resources and services to improve participant outcomes and satisfaction. Collaborate with marketing and outreach to foster and build upon community partnerships that further membership growth. Responsible for following expenditure and utilization targets. Track Metrics Hospital admissions. Budgetary. NH admissions. Enrollment and Disenrollment. DHC and PCW weekly updates. Quality benchmarks and related data tracking. Utilization of DME and Aide services. All regulatory CAP logs. Quality Ensure all prospective disenrollments are managed and interventions created, when applicable, to prevent participant from disenrolling. Ensures all documentation for all participants is complete, and accurate, including and not limited to enrollment, disenrollment, electronic/paper medical record, and any other clinical documentation. Ensures all incidents are timely investigated comprehensively and addressed accordingly. Ensure Level 2 investigations are completed in a timely manner according to regulation. Investigates and assists in documenting and resolving customer issues and grievances in a timely, accurate, and courteous manner. This includes working with the other departments to resolve the source of the problem(s). Participates, as appropriate, in CMS/DOH quality improvement initiatives, compliance/ regulatory matters. Leads center-based team in survey preparation and related activities. Review participant’s charts for quality and address any deficiencies. Participate in special projects and assignment as required. Corporate Standards Performance Standards Performs consistent with organization’s mission and philosophy. Performs job responsibilities according to organization’s policies. Seeks clarification when needed. Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines. Maintains proper documentation (updated, timely, legible) related to patient care, whether paper or electronic. Maintains HIPAA standards and confidentiality of PHI. Supports staff, student, and volunteer orientation and ongoing in-service education as requested. Supports organizational activities by participating in quality improvement activities, special projects, internal and/or external committees, community activities and other duties as assigned. Serves as role model for peers and colleagues. Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills. Treats other CenterLight employees respectfully and facilitates an environment of teamwork. Initiates, if appropriate, incident reporting process, and participates in incident investigation and reporting as applicable. Performs general office duties in connection with job responsibilities, including but not limited to photocopies, faxing, typing, filing, and phone calls. Service Standards Makes the needs of participants their central focus, and finds innovative ways to provide an exceptional experience. Develops and maintains positive “customer” relationships (“customer” is defined as co-workers, participants, visitors, vendors, supervisors). Communicates with customers in a caring, helpful, considerate and culturally sensitive manner. Demonstrates a thorough understanding of customer needs and wants and attempts to anticipate and meet customer needs. Suggests and implements customer-centered service improvements. Encourages customers to engage with CenterLight employees and CenterLight activities. Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction. Immediately reports customer dissatisfaction to IDT for follow-up. Managerial Standards Ensures that direct reports conduct their duties according to applicable rules and regulations as well as organization’s policies and procedures. Evaluates the work performance and competency of direct reports. This includes ongoing informal feedback/counseling/support and completion of annual performance reviews. Holds staff accountable for their individual performance. Follows organization’s policies regarding disciplinary action. Engages Human Resources as needed for guidance on disciplinary actions and terminations. Develops individual professional development plans with direct reports, including the identification of in-service training needs and interests. Investigates and resolves employee grievances and complaints. Engages with Human Resources as appropriate. Participates in annual budgeting process for department; manages departmental budget; approves departmental expenditures. Schedule: 9:00AM – 5:00PM Weekly Hours: 35

Requirements

Minimum of a Bachelor’s Degree in Healthcare / Business Administration or related field, required.
Minimum of three (3) years of healthcare administrative experience in a management capacity.
Administrative management experience must be within one (1) year from date of hire or transfer, required.
Non-Clinical candidates without a college degree will be required to have more clinical operation experience (minimum of five [5] years).
Customer Service experience required.
Minimum of one (1) year of experience working with a frail or elderly population or, if the individual has less than one (1) year of experience but meets all other requirements, must receive appropriate training from the PACE organization on working with a frail or elderly population upon hiring.
Supervisory experience required.
If RN, current active and unrestricted license and registration in New York State as a Registered Nurse required.
Be legally authorized (for example, currently licensed, registered, or certified if applicable) to practice in the State in which the healthcare professional will perform the function.
Be medically cleared for communicable diseases and have all immunizations up-to-date before engaging in direct participant contact.
Proficient in use of a computer for email, word processing, research, and maintenance of Participant records.
Takes initiative, is resourceful, proactive, creative, innovative and independent.
Is self-directed with ability to work with or without supervision.
Must have reliable transportation means to travel up to 25% of the time. Travel to various CenterLight locations is required. This includes Metro NYC, Long Island and Westchester.
Good organizational, observation, communication and judgment skills
Demonstrated ability to establish good rapport with participants and peers is essential.
Tactful and courteous.
Pleasant telephone manner.
Must be able to work weekends.
Excellent written and verbal communication.
Professional attitude.
Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: Standing – Duration of up to 6 hours a day. Sitting/Stationary positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and ability to lift patients safely and using OSHA guidelines, etc. Bending/Squatting – Must be able to safely bend or squat to care for patients, use medical supplies, etc. Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas Position requires the individual to be able to travel, and walk between sites/locations and work areas throughout the day. Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools (ie. typing, use of medical supplies, equipment, etc.) Sight/Visual Requirements – Must be able to visually assess patients, read orders type/write documentation, etc. with accuracy. Audio Hearing and Motor Skills (language) Requirements – Must be able to listen attentively and document information from patients, community members, providers, etc., and intake information through audio processing with accuracy. In addition, must be able to speak comfortably and clearly with language motor skills for customers to understand the individual. Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Nice To Haves

Managed long term care insurance experience beneficial.
Language: Bilingual preferred.

Responsibilities

Oversees, coordinates, and provides support to site based Managers and clinical staff; inclusive of but not limited to the DTC and GCC, rehab department, nutritional services, social workers and home services management.
Balances & allocates IDT and related resources throughout the site and ensures adequate team assignments and coverage.
Reviews and ensures affective development and execution of personalized care plans that result in improved satisfaction & outcomes for all participants.
Provides oversight of the provision of services that impact participants’ care.
Implement in-service training and management directives to support the development and advancement of team members.
Collects and reviews data for operational metrics geared towards ensuring participants are treated in the right venue at the right time and at the right cost at the highest levels of quality.
Participates in all quality assurance and regulatory compliance activities to ensure appropriate regulatory certifications.
If RN, serves as LHCSA DPS and Nursing Director for D&TC.
Supervises DTC RN.
Serves as administrative on call during non-operational hours of the physical sites.
Collaborates with departments within the clinical development pillar (medical board, research & innovation, clinical standards and processes) to establish new & improved care delivery processes and treatment protocols.
Enrolls/dis-enrolls participants in the HCS System as applicable.
Monitor and minimize voluntary disenrollments.
Only act within the scope of the individual’s authority to practice.
Meet a standardized set of competencies for the specific position description established by the PACE organization before working independently.
Acting member of the IDT.
Completion of MPA tracker
Collaboration Stewardship
Ensure avoidable hospitalizations are intercepted and avoided.
All SNF Acute/Short term admissions are closely monitored for justification and task specific goals are established to safely discharge participant home.
Identify ways to utilize PACE resources and services to improve participant outcomes and satisfaction.
Collaborate with marketing and outreach to foster and build upon community partnerships that further membership growth.
Responsible for following expenditure and utilization targets.
Track Metrics Hospital admissions.
Budgetary.
NH admissions.
Enrollment and Disenrollment.
DHC and PCW weekly updates.
Quality benchmarks and related data tracking.
Utilization of DME and Aide services.
All regulatory CAP logs.
Ensure all prospective disenrollments are managed and interventions created, when applicable, to prevent participant from disenrolling.
Ensures all documentation for all participants is complete, and accurate, including and not limited to enrollment, disenrollment, electronic/paper medical record, and any other clinical documentation.
Ensures all incidents are timely investigated comprehensively and addressed accordingly.
Ensure Level 2 investigations are completed in a timely manner according to regulation.
Investigates and assists in documenting and resolving customer issues and grievances in a timely, accurate, and courteous manner.
This includes working with the other departments to resolve the source of the problem(s).
Participates, as appropriate, in CMS/DOH quality improvement initiatives, compliance/ regulatory matters.
Leads center-based team in survey preparation and related activities.
Review participant’s charts for quality and address any deficiencies.
Participate in special projects and assignment as required.
Performs consistent with organization’s mission and philosophy.
Performs job responsibilities according to organization’s policies.
Seeks clarification when needed.
Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance.
Meets productivity guidelines.
Maintains proper documentation (updated, timely, legible) related to patient care, whether paper or electronic.
Maintains HIPAA standards and confidentiality of PHI.
Supports staff, student, and volunteer orientation and ongoing in-service education as requested.
Supports organizational activities by participating in quality improvement activities, special projects, internal and/or external committees, community activities and other duties as assigned.
Serves as role model for peers and colleagues.
Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills.
Treats other CenterLight employees respectfully and facilitates an environment of teamwork.
Initiates, if appropriate, incident reporting process, and participates in incident investigation and reporting as applicable.
Performs general office duties in connection with job responsibilities, including but not limited to photocopies, faxing, typing, filing, and phone calls.
Makes the needs of participants their central focus, and finds innovative ways to provide an exceptional experience.
Develops and maintains positive “customer” relationships (“customer” is defined as co-workers, participants, visitors, vendors, supervisors).
Communicates with customers in a caring, helpful, considerate and culturally sensitive manner.
Demonstrates a thorough understanding of customer needs and wants and attempts to anticipate and meet customer needs.
Suggests and implements customer-centered service improvements.
Encourages customers to engage with CenterLight employees and CenterLight activities.
Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction.
Immediately reports customer dissatisfaction to IDT for follow-up.
Ensures that direct reports conduct their duties according to applicable rules and regulations as well as organization’s policies and procedures.
Evaluates the work performance and competency of direct reports.
This includes ongoing informal feedback/counseling/support and completion of annual performance reviews.
Holds staff accountable for their individual performance.
Follows organization’s policies regarding disciplinary action.
Engages Human Resources as needed for guidance on disciplinary actions and terminations.
Develops individual professional development plans with direct reports, including the identification of in-service training needs and interests.
Investigates and resolves employee grievances and complaints.
Engages with Human Resources as appropriate.
Participates in annual budgeting process for department; manages departmental budget; approves departmental expenditures.