Senior Field Manager

ABOUT ADOBE

Adobe Population Health (APH) is a women-owned health solutions company founded in 2018 and committed to positively impacting the lives we touch. The company has a culture of inclusivity and human kindness, based in Phoenix, AZ, with satellite locations in multiple states. APH has been recognized as one of “America's Fastest-Growing Private Companies” by Inc. 5000 and has earned a "Best Places to Work" award from the Phoenix Business Journal consecutive times.

APH offers customized programs for insurance groups, providers, hospitals, and families, which include case management, in-home/in-clinic wellness assessments, preventative care, transitional care, and social work services. As one of the country's few fully integrated healthcare providers, APH provides top-notch medical services with various service lines. The company is expanding and looking for individuals who want to make a difference and help those in need.

POSITION PURPOSE

The role of Senior Field Manager at Adobe Population Health oversees the work of community healthcare workers or as we like to call them, Care Navigators. This role ensures they effectively contribute to patient care and the efficiency of healthcare services. This is accomplished by coordinating schedules, managing patient flow, and ensuring compliance with healthcare regulations. The Senior Field Manager works to support all Care Navigators and helps to maintain a high standard of care.

In this role, you will be responsible for the on-going training and development of your team, striving to achieve a mindset of continuous quality improvement and a lead-by-example kind of attitude. Traveling and shadowing the Care Navigators in the field is a big part of the position to ensure employees are successful and to provide on-going review of process flows to improve performance as well as have suggestions for efficiency out in the field.

The Care Navigators primary job function is to provide in-home point of care testing for HEDIS quality gap closure and connecting patients to needed resources to stay happy and healthy. As the Senior Manager Clinical Operations, you are the primary source of contact for the Care Navigator field teams and will act as the subject matter expert in all quality and operational initiatives that impact on the field teams. This includes conducting Care Navigator audits, member chart reviews, and process flow efficiencies ensuring patient care and quality outcomes are the priority

This is a recently created position that supports APH’s continued expansion and reports to the Sr. Director of Quality.

This a hybrid role based out of our Phoenix office (conveniently located off the 51, Glendale Ave. and 16th St.) three days per week with the option of working remotely two days per week. Typical business hours are Monday-Friday, 8a-5p. In this role, you will be responsible for traveling throughout AZ, NV, NM, and LA

DUTIES & RESPONSIBILITIES

• Accomplishes department objectives by managing staff; planning and evaluating department activities and meeting expected key performance indicators.
• Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
• Supervises a team of over 30 Care Navigators in collaboration with a Field Manager and Regional Leads.
• Responsible for maintenance of staff through, interviewing, selecting, orienting, and training employees.
• Develops personal growth opportunities; coaches, counsels, and disciplines staff when necessary; Provides performance evaluations and communicates job expectations, planning and monitoring and analyzing outcomes for opportunities of improvement.
• Assesses competency of Care Navigator Team on an on-going basis and sets guidelines for expected competency levels providing education and mentorship as needed.
• Develop positive relationships with clients, caregivers, practitioners, peers and departmental leadership and clinical leadership.
• Travel up to 40%. This may include overnight and multiple day visits into other states for training and oversight of staff. Travel requirements are subject to change based off business need.
• Conduct in-home assessments on identified patients, following established guidelines as necessary.
• Educate and provide company/clinical direction for staff on topics related to health conditions and clinical documentation. Identify urgent and emergent situations for proper clinical intervention.
• Participate in Quality Assurance Process Improvement process and act as representative in Quality Committee.
• Oversee the auditing of patient charts to ensure accuracy, completeness, and compliance with regulatory requirements and organizational policies.
• Identify patterns of documentation errors or omissions and implement corrective action plans.
• Collaborate with the quality assurance team to develop and refine chart audit processes and protocols.
• Design and conduct training sessions on chart documentation, compliance, and auditing procedures.
• Provide ongoing education to Care Navigators on the importance of accurate and thorough documentation.
• Conduct regular field visits to assess the performance of Care Navigators, provide on-site support, and ensure adherence to documentation standards.
• Address and resolve any issues related to chart documentation in a timely manner.
• Compliant with all HIPAA regulations and maintain security of protected health information (PHI).
• Assumes responsibility for personal growth. Develops, maintains and upgrades professional knowledge and practice skills through attendance at seminars, conferences and participation in continuing education and in-service classes.

SKILLS & QUALIFICATIONS

• Minimum of three (3) years of management experience.
• Minimum of three (3) years field experience.
• Strong people management skills and ability to manage remotely in multiple states and time zones.
• Exceptional communication both written and verbal with strong customer service skills.
• Attention to detail and ability to solve problems quickly and efficiently.
• Ability to work flexible hours, including evenings and weekends, as needed.
• Strong relationship building skills, multitasking, prioritization, and solutions oriented.
• Ability to foster teamwork and develop cohesion among staff.
• Plan and manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments.
• Relate to co-workers and build relationships with others in the organization.
• Dependability, results-driven, honesty, and a positive attitude
• Experience working with and knowledge of Medicare Advantage, Medicaid, and Medicare HEDIS Quality Measures and member gap closure
• Experience with using electronic medical records and documentation requirements to ensure compliance.
• Proficiency in additional technologies, including but limited to Microsoft 365, Excel, Salesforce, etc.

EDUCATION, LICENSES, & CERTIFICATIONS

• Associate degree is strongly preferred.
• Certified Medical Assistant is required.
• Basic Life Support (BLS) certification is required.
• Fingerprint clearance card is required.

BENEFITS & TOTAL REWARDS

• Paid Orientation and Training
• Insurance – Medical, Dental, Vision, and Life
• 401k Plan – 3% match
• Employee Assistance Program
• Tuition Reimbursement
• Continued Education Support
• Mileage Reimbursement (if applicable)
• Referral Bonuses
• Paid Holidays (9 days)
• Paid Time Off (15 days)
• Paid Volunteer Hours

CHARACTER & COMPETENCIES

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating, and process improvement; Takes responsibility for subordinates' activities; Available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills.
• Problem-Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to sit.
• Continually required to travel in a vehicle in various temperatures for extended periods of time.
• Occasionally required to travel overnight or for multiple days to other states.
• Occasionally required to climb, balance, bend, stoop, kneel or crawl.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• May occasionally lift and /or move more than 30 pounds.
• Must be able to physically perform the essential duties of the position which include lifting 30 lbs., transporting materials, stooping, kneeling, crouching, reaching, use of hands, balancing, walking, standing, talking, hearing, and typing.

EQUAL EMPLOYMENT OPPORTUNITY

APH is an Equal Opportunity Employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.