Supervisor, Care Delivery Patient Access

Position Summary:
Commonwealth Care Alliance's (CCA) Care Delivery program is responsible for providing primary care, palliative care and community intensive care management to a specific panel of high risk and complex people.This patients we serve are most often are individuals with significant medical, behavioral, and social complexities that require intensive care delivery.

Within the Care Delivery Program, the Supervisor, Care Delivery Patient Access is responsible for the successful administrative support of Care Delivery. programs. Under the supervision of the Manager of Patient Access Operations and in direct partnership with Care Delivery Business Ops and Clinical Management teams, the Supervisor partners in ensuring the delivery of primary care, complex care management and care coordination for the patients served. The Supervisor provides leadership and direct supervision for the Clinical Support Coordinators (CSCs) to ensure proactive administrative clinical team support and accurate, prompt, and courteous service is provided in response to written and telephonic inquiries from patients, caregivers/family, Interdisciplinary Care Team Members as well as outside providers, pharmacies, and vendors. The Supervisor provides oversight of the scheduling and programmatic administrative tasks and is responsible for ensuring staff provide quality patient care and service delivery through proactive work and by responding to inquiries immediately and directly, when possible, or by collaborating with the Interdisciplinary Care Team members and/or other Clinical staff and management.

In addition, the Supervisor is the primary point of contact to acknowledge and assist with troubleshooting and resolving provider and patient concerns as well as working to establish and maintain successful and strategic relationships with internal and external collaborators to best meet the needs of patients enrolled in Care Delivery Programs

The role reports to the Manager, Care Delivery Patient Access Operations

Supervision Exercised:
* Yes, which includes but is not limited to providing leadership, work direction, and performance feedback to subordinate staff.

Essential Duties & Responsibilities:

Management Responsibilities
* Partners with, mentors and manages Clinical Support Coordinators supporting the Care Delivery programs. This includes but is not limited to 1:1 meeting, performance reviews, feedback, discussion, and development of key performance indicator monitoring, KPI chart review and quality review processes, productivity standards.
* Demonstrates exemplary leadership, exceptional work ethic, ability to prioritize tasks, work under pressure and strive to find a creative solution.
* Works with staff to resolve problems, develop independence and use of resources, and using solid judgement skills
* Manages daily staff census and assignments to ensure CSC teams are following documented protocols and workflows and all requests are responded to and completed in a timely manner
* Collaborates and partners with leadership team to be aware of issues/concerns and address with the administrative team
* Leads CSC huddles and partners to lead team meetings as appropriate. May represent Care Delivery Program at internal and external meetings as required.
* Fair and equal management of every team member, with the goal of success in every role. May leverage CCAs human resources processes when necessary
* Directly supervises CSCs and others as required.
* Fills staff vacancies to ensure minimal disruption to program services.

Administrative Responsibilities
* Robust understanding of CCA's contractual obligations with our partner organization(s).
* Performance tracking, reporting and outcomes of the Care Delivery programs Key Performance Indicators. Partnership with Manager, Patient Access Operations to ensure operational success of the program
* Gathers and synthesizes data to facilitate operational efficacy and change as needed.
* Regularly providing team feedback based on data, key performance, and quality chart review processes.
* Work cross-functionally within the organization to develop and document effective and efficient workflows
* Ability to rapidly adjust strategy to meet team needs.
* Adhere to all applicable compliance requirements and the Code of Conduct.
* Provides coverage for Clinical Support Coordinator team as necessary
* Conducting as needed direct patient support which may include:

• Receiving and completing appointment requests
• Monitoring KPIs and review of charts for completion
• Sending Reminder Letters and Making Reminder Calls
• Ensures all enrolled patients are captured in program flags
• Front desk coverage

Other Responsibilities:
* Participates in cross-organizational working groups to continuously improve practice
* Participates in CCA Quality Improvement efforts.
* Actively participates in the evaluation of own performance and progress.

Other duties as assigned.

Working Conditions:
* Standard office conditions.
* Hybrid Role with expectations to regularly travel to either Boston or Springfield clinic as well as other administrative locations throughout the state for meetings.
* Valid Driver's License required.

Other:

Standard Office Equipment

Physical Requirements
* The physical demands 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 individuals with disabilities to perform the essential functions
* While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear
* The employee is occasionally required to walk, stoop, kneel, crouch, or crawl
* The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move more than 100 pounds

Required Education (must have):
* High School diploma or relevant experience

Required Licensing (must have):
* None

Desired Licensing (nice to have):
* Medical Assistant or Licensed Practical Nurse
* Coding Certification

Required Experience (must have):
* 3-5 years of experience working in an administrative or clinical support role
* Experience with cross-functional and inter-professional team collaboration
* Experience with electronic medical records.

Desired Experience (nice to have):
* Experience with Medicare and/or Medicaid programming
* Management Experience
* Electronic Medical Record experience strongly preferred

Required Knowledge, Skills & Abilities (must have):
* Solid Functional Expertise
* Skills from previous roles that show emergent management skills through leadership
* Excellent Communication and Interpersonal Skills
* Change management and implementation
* Ability to teach, mentor, and coach
* Able to support teams with utilization of telehealth technologies (video, chat, etc.) to support CCA members and enable successful telehealth appointments, when appropriate.
* Conflict Resolution
* Ability to quickly shift gears and move in a new direction without clear guidance
* Familiarity with current healthcare structure, policy, and payment reform models
* Microsoft Office, Excel, required

Required Language (must have):
* Fluency in written and spoken English required

Desired Knowledge, Skills, Abilities & Language (nice to have):
* Strong management and team-building skills
* Telehealth
* Practice Manager experience
* Bilingual or Multilingual Strongly Preferred: Spanish