Job DescriptionElwyn seeks a
Senior Director of Incident Management and Investigations to lead a dedicated team of investigators and Incident coordinators who are responsible for incident management and investigations under applicable program regulations. The Senior Director ensures compliance with Elwyn policies, regulatory guidelines and licensing requirements. The Senior Director oversees the workflow, reports on trends, and recommends changes. The Senior Director may be required to complete incident coordination duties and conduct investigations from time to time depending on volume and staffing needs. This is a hybrid role with both in office and remote work. The Senior Director must be available to communicate with and assist incident coordinators during evening and weekend hours. In-person work and some travel including airline travel is expected.
ESSENTIAL DUTIES & RESPONSIBILITIES - Directs and manages regulatory incident management and investigations including planning, supervising, and coordinating the reporting and investigation of state and program required incidents, including abuse, neglect, client rights violations, and exploitation incidents as required by program regulations and organizational policies
- Directs and manages the day-to-day work of incident coordinators and investigators
- Provides leadership and team management to incident coordinators and investigators, monitors and approves timecards, ensures appropriate use of overtime and PTO, participates in recruitment, selection, leadership, coaching, training, performance management, promotion, discipline and termination
- Collaboration and communication: Effectively represents the department and communicating with various stakeholders, including government agencies, community groups, decision-makers, and the public
- Reviews investigation reports prior to administrative wrap-up meetings to ensure they are well written, compliant with regulations and policies and complete
- Attends Administrative Review Committees and supports incident coordinators and investigators in leading, presenting and completing investigation wrap-ups
- Periodically accompanies investigators during investigation activities to model and train on proper investigation techniques and conduct
- Collects, reviews, and refines data to identify trends for specific areas based on investigations and findings
- Helps develop training materials and train organization personnel on incident reporting and procedures.
- Develops recommendations for changes to operational processes based on trends and patterns and presents recommendations to departmental and organization leaders
- Serves as a member of risk, abuse prevention, quality and other committees as requested
- Reviews and contributes to development of plans of correction
- Supports investigation coordinators in managing investigation workflow and queue ensuring that investigations are completed properly and timely in accordance with regulatory and performance based contracting requirements.
- Develops and reports to departmental and organizational leadership on key performance indicators related to timelines and investigation completion
- Alerts legal and risk management leaders of incidents and situations that may pose legal risk to the organization
- Maintains current operational knowledge of incident management and investigation requirements in all applicable states
- Monitors regulatory changes and guidance relating to reportable incidents and related investigations
- Develops best practices and participates in drafting policies and procedures for conducting thorough investigations and ensures implementation of such policies
- Ensures that incident reports and the corrective action portions of the administrative reviews are accessible by appropriate Operations and Quality personnel
- Reviews and audits investigation results to ensure that reportable incidents and finalized reports are entered into all systems within assigned timeframes
- Participates in departmental, cross-departmental and corporate meetings as assigned, including in-person attendance when required
- Participates in external informational sessions, trainings, and meetings with regulators and other external stakeholders
- Participates in root cause analysis reviews
- Maintains a current file of all Incident Management bulletins and regulatory standards keeping them accessible to their team and others in the organization as a point of reference
- Performs other duties as assigned
QUALIFICATIONS & SKILLS- Bachelor's degree in healthcare, risk management, criminal justice, social work or similar area preferred
- Four (4) years of experience supervising and/or managing incidents or investigations in human services or healthcare
- Four (4) years of supervisory or management experience
- Is currently or has previously been a Pennsylvania Department of Human Services Certified Investigator. Lapsed certification must become current within six (6) months of date of hire and maintained throughout holding this position
- Excellent judgment, interviewing skills
- Strong written and verbal communication and interpersonal skills to maintain effective collaborative relationships with internal and external stakeholders including regulators
- Advanced research, analytical, and problem-solving skills
- Strong decision-making, organizational, and planning skills
- Demonstrated capability for legal research, analysis and reasoning
- Average to advanced skills with Microsoft Office suite specifically, Word, Excel, Power Point, and Outlook
- Ability to multi-task several priorities and multiple-demanding projects
- Ability to identify and resolve complicated and sensitive problems creatively and with professional discretion
- Ability to interact and function effectively in a complex, multi state, multi licensed environment
- Must have valid drivers' license in state of residence with an acceptable driving record and access to reliable transportation
