Role:
The Patient Resources Manager oversees the 24/7/365 teams of nurses providing both field and telephonic support for patients and their families. The manager actively works with his or her team to cover all shifts and provides immediate back-up decision-making and support.
Qualifications:
- Bachelor's degree in related field or an equivalent combination of education and experience
- Holds and maintains all required RN licenses as mandated by the state and local regulations where they will perform their duties.
- Specific licensure requirements will be confirmed during the hiring process and must be obtained within 30 days of hire.
- Ability to apply for/obtain license to practice as an RN in Washington D.C. within 30 days of hire.
- Ability to apply for/obtain RN license in any other jurisdiction that Chapters Health/Patient Resources may expand to in the future.
- Minimum of three (3) years of related experience including, at least, one (1) year of management experience
- Active BLS for healthcare professionals from the American Heart Association or Red Cross. Employees hired prior to 12/31/2022 must obtain certificate prior to 10/1/2023
- Acute and/or post-acute experience preferred
- Demonstrated ability to multi-task with attention to details
- Ability to manage remote staff
- Experience in children, family, and group modalities
- Excellent communication (verbal and written) and interpersonal skills
- Previous experience working with an EMR/EHR (Electronic Medical/Health Record) system
- Ability to convey sense of urgency and develop innovative solutions to issues
- Ability to manage multiple priorities simultaneously and effectively handle the emotional stress of the workload including supporting telephonically and face-to-face ill patients and families
- Intermittent Driver - Valid driver's license and automobile insurance per Company policy
- Ability to travel to off-site locations
- Ability to manage physical demands
- Able to remain calm and troubleshoot/handle crisis situations
- Strong goal/outcome orientation with exceptional time management skills
- Excellent customer service focus
- Self-directed work style with minimal supervision
Competencies:
- Satisfactorily complete competency requirements for this position.
Responsibilities of all employees:
- Represent the Company professionally at all times through care delivered and/or services provided to all clients.
- Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
- Comply with Company policies, procedures and standard practices.
- Observe the Company's health, safety and security practices.
- Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
- Use resources in a fiscally responsible manner.
- Promote the Company through participation in community and professional organizations.
- Participate proactively in improving performance at the organizational, departmental and individual levels.
- Improve own professional knowledge and skill level.
- Advance electronic media skills.
- Support Company research and educational activities.
- Share expertise with co-workers both formally and informally.
- Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.
Leadership Success Factors:
- Communication. Express thoughts and ideas clearly. Adapt communication style to fit audience.
- Initiative. Originate action to achieve goals.
- Management Identification. Identify with and accept the problems and responsibilities of management.
- Judgment. Make realistic decisions based on logical assumptions which reflect factual information and consideration of organizational resources.
- Planning, Organizing and Controlling. Establish course of action for self and/or others to accomplish a specific goal; plan proper assignments of personnel and appropriate allocation of resources. Monitors results.
- Leadership. Use appropriate interpersonal styles and methods in guiding others toward task 5accomplishment.
- Ethics. Model highest standards of conduct and ethical behavior, adopting a strong position against fraud and abuse.
- Regulatory Compliance: Educate and monitor staff regarding their own and the organization's responsibilities for regulatory compliance.
Job Responsibilities:
- Oversees Patient Resource Nurses, to efficiently and effectively handle phone calls received in Care Connect and after hour's visits. Ensures staff have exceptional customer service skills and meets the timelines for response to referrals.
- Maintains relationships with referral sources and internal customers to meet the needs for efficient processing of patient information.
- Provides data to Clinical Managers and Senior Director of Patient Resources regarding phone calls and visits.
- Ensures staff training in all service lines, benefits and coverages; provides ongoing training to ensure service level competency; regularly monitors staff for education and training opportunities.
- Ensures sufficient staff is available to perform the duties and responsibilities of the department.
- Prioritizes interventions that will effectively solve or prevent problems related to system operations and care delivery.
- Completes all employee evaluations on time and meets quarterly with each direct report.
- Participates in clinical operations meetings to review key performance indicators and performance improvement plans in place for goals not met. Holds, at a minimum, quarterly staff meetings to review key performance indicators, quality scores and discuss organization and/or team updates.
- Ensures any organizational changes are communicated to staff in a timely matter.
- Holds staff accountable for productivity expectations.
- Availability before, during, and after emergencies impacting Chapters affiliates, i.e., hurricane
- Performs other duties as assigned.
Compensation Pay Range: $85,270.05 - $133,234.45
