Senior Operations Manager, Health Home Division

2 months ago

Bronx, New York, United States Essen Medical Associates Full time
Job Summary

The Senior Operations Manager, Health Home Division, is responsible for overseeing the daily operations of the CMA programs within the health home division at Essen Medical Associates. This role involves supervising Care Coordination supervisors and monitoring the quality-of-service deliveries using established standards and workflows.

Key Responsibilities
  • Administer daily specialty program operations and provide supervision to assigned Care Coordinator Supervisors.
  • Review and evaluate current program protocols and workflows to ensure staff practices the model of care associated with person-centered and recovery-oriented approaches.
  • In concert with the Quality Improvement department and Associate Director, evaluate the effectiveness of service delivery to all enrolled members and identify targeted areas needing improvements.
  • Conduct chart review activities and provide instructional feedback to improve care managers' clinical intervention and work performance.
  • Provide weekly supervision and coaching to care management supervisors, ensuring all staff receives quality supervision.
  • Monitor all quality metrics and ensure staff are engaged in the appropriate number of encounters daily and weekly to meet departmental benchmarks.
  • Review members' charts to monitor staff compliance with assessments, plan of care, HCBS assessments, care conference, encounter notes, annual consents, and CES tool.
  • Consult and participate in aiding the team on specific crisis interventions as needed.
  • Lead in-service training to improve care management staff's knowledge and efficacy on specific program standards, such as diligent search and safety in the field-home visits.
  • Partner with the leadership team to meet the goal and objective for the specialty program.
  • Participate in planning meetings to report and track program deliverables and outcomes.
  • Conduct meetings with care management staff to provide updates on program performance in quality service delivery, Quality Improvement, and department goals.
Requirements
  • Masters degree in Mental Health Counseling, Social Work, Creative Art Therapy, Vocational Rehab Counseling, or Nursing, with a current license to practice in New York State.
  • At least two years of experience working in a behavioral health or clinical environment, with at least three years of care management experience working with a special population, and two years of supervisory experience.
  • Strong knowledge and specialty in working with homeless or formerly homeless populations with co-occurring disorders, including HIV, chemical dependency, severe mental health disorders, and other chronic conditions.
  • Knowledge of the Collaborative Care Model and social, behavioral health, substance use, harm reduction, and person-in-recovery services in New York City.
  • Proven track record in managing and overseeing programs with more than 500 members.
  • Collaborative and team-oriented approach, with excellent written and oral communication skills, and proficiency in Spanish or other languages.
  • Familiarity with electronic health records, Medicaid billings, and regulatory agency web portal systems, including Maven, CARES, CAIRS, MAPP, MAS, and PSYCKES.
  • Knowledge of regulatory agencies, including NYCDOHMH, NYSDOH, HRA DHS, and OCF, and SAMHSA.
  • Demonstrated computer literacy to operate common software, including office suite, Excel, PowerPoint, and Microsoft Word.

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