Supervisor, Social & Community Service

Under the general supervision of the Manager, Social & Community Service (SCS), LCSW, the Supervisor, Social & Community Service (SCS) will be responsible for supervising, coordinating, and supporting the implementation of the Social and Community Services Programs and building a high-performing team.

The Supervisor, Social & Community Service (SCS) will manage a team and provide support in breaking down barriers for Members, support the development of new workflows and job aids, facilitate coaching, provide recommendations for improving performance, tracking and reporting on operational processes and productivity, as well as prepare reports and documents for leadership. The Supervisor, Social & Community Service (SCS) will attend and/or facilitate meetings with on a regular basis and must be willing to have a flexible work schedule to include evenings and weekends when needed.

Key Responsibilities

1. Supervise Team Members with the planning, assigning, scheduling and reviewing of work while adhering to quality standards
2. Responsible for the hiring practices, training and developing, conducting performance reviews and when applicable, administering corrective action of team members
3. Develop effective relationships with direct reports by:
   1. Following a weekly SCS Community Health Supervisor model which includes but is not limited to setting professional goals and address pending barriers of a Member's care in a non-judgmental manner
   2. Modeling the importance of the Member and Team Member (TM) experience and engagement through collaboration with other leaders within IEHP to develop processes and workflows that foster service improvements
   3. Working with the team to ensure a smooth transition of care that promotes and sustains the wellbeing of all IEHP Members
   4. Educating, coaching and supporting the Social and Community Service (SCS) team to work in partnership with hospitals, and all relevant providers when advocating for services for a Member
   5. Discussing difficult or complex cases, assisting with escalated patient needs with recommendations for further action if needed, and coach the team in addressing Member's needs in maintaining good health
   6. Developing an agenda and lead monthly team meetings
4. Ensure to meet the team's strategic goals and outcomes and communicate field intelligence collected by the SCS team to share with the SCS Manager
5. Collaborate effectively with internal and external groups with the following:
   1. Resolve issues and ensure delivery of services, as a representation of Community Health and IEHP leadership
   2. Act as a liaison between the Social and Community Service (SCS) team, provider offices, and community-based organizations on programs related to IEHP strategies
   3. Nurture relationships with community-based organizations, health care providers and other stakeholder partners who provide resources and services to families in the communities IEHP serves
   4. Work in partnership with Health Providers, Community Based Organizations, and Community Leaders to improve quality metrics to align with Population Health Management (PHM) Bold Goals 50x2025
   5. Attend and represent the SCS department at selected IEHP meetings including external events as necessary
   6. Assist the Manager, Social and Community Service, LCSW in coordinating special projects both internally and with community partners to ensure projects are completed in a timely manner
   7. Responsible to facilitate and work with other internal and external community health workers to share best practices, strengthen education and outreach and promote the importance of care connections to support evidence-based disease prevention practices per Community Health's strategic goals, and coach the SCS team on how to utilize all available resources to improve and maintain the overall wellbeing of IEHP Members
6. Provide leadership on delivery of high-quality, cost-effective services to Members with the following quality assurance procedures including, but not limited to:

1. 1. Data collection and reporting by managing SCS KPI data to determine progress towards quality, team goals, reporting on CHW contribution to HEDIS compliance scores and identifying, developing and implementing tactics to improve KPI outcomes
   2. Weekly monitoring of monthly chart audits with the following:
      1. Review and quality assurance check on case support and provide feedback to Social and Community Service (SCS) Community Health Worker team, coaching and clinical support and shadowing to ensure high-quality care is delivered by the Social and Community Service (SCS) team
      2. Provide assistance with and recommendations for addressing and closing complex and escalated Member cases in a timely fashion
      3. Regular case conferences to ensure appropriate level of service provision

1. Identify proactively needs (e.g., performance-related issues, care gaps, and opportunities to improve operational efficiencies for community health services) and professionally interface with other IEHP leadership to find improvements to the standard SCS workflow
2. Provide leadership and training to inform direct reports on IEHP and standard practice polices, regulations and procedures for SCS activities and workflows to ensure compliance with state and federal regulatory bodies and train new SCS team members in electronic medical management systems, such as MedHok
3. Monitor commitment to continuous quality improvement which includes Member education on healthcare access, primary care and prevention, addressing social determinants of health, and identifying and addressing HEDIS gaps in the San Bernadino and Riverside areas
4. Communicate and implement the LEAN model to maintain the standards, processes, and training to the Social and Community Services Program
5. When needed, act on behalf of the Manager, Social and Community Service (SCS), LCSW for meeting attendance, providing training or any other action item needing next level representation

Qualifications

Education & Experience

• At least three (3) years of experience in one or more of the following:
  
  • Supervision/Management, Managed Care/IPA/Clinic Setting, Delivering Presentations/Trainings to varied audiences
  • Experience working with the State Health Programs (Medi-Cal/Medi-Care), Case Coordination, Community Health Work/Promotora Programs, Community Outreach, Behavioral Health/Substance Use Disorder Program, Case Management, acute care
  • Experience leading a team and operations with accountability for outcomes
• Master's degree in Social Work from an accredited institution required
• Possession of an active, unrestricted, and unencumbered Clinical Social Worker (LCSW) license issued by the California Board of Behavioral Sciences required

Key Qualifications

• Knowledge and thorough understanding of:
  
  • Medicare, MediCal, HEDIS, MCAS, DHCS and NCQA required
  • Surrounding social determinants of health
  • Community resources within the SB/RIV counties
  • Health care services
  • CHW role and necessary skillsets
  • The community the CHW will be working in, especially community resources, and their reputation in the community
  • Understanding of, and a commitment to, high preforming team practices
  • Understanding and sensitivity to multi-cultural communities and awareness of the impact of unmitigated bias and judgment
  • Services for Members experiencing: Homelessness, serious mental illness, substance use disorders, domestic violence, acute medical health needs
  • Whole person health and the effect of social deprivation
• Bilingual in one of IEHP threshold languages is highly desirable: English, Spanish, Chinese & Vietnamese
• Excellent verbal, communication and interpersonal skills - Build relationships with the use of clear and concise communication
• Relationship skills - To be empathetic, use motivational interviewing, provide coaching and social support, and manage any conflicts. Understand the sensitivity to multi-cultural communities and diverse populations
• Computer skills - Typing, data entry, managing email, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint)
• Professional skills - Balancing multiple projects, constant learning, observing ethical and legal rules, identifying situations calling for mandatory reporting, and practicing respect and courtesy. Strong planning, organization, detailed oriented time management skills and critical thinking skills
• Strong analytical skills - Confident making sense of operations through data, you can establish quantitative goals, and articulating a case from first principles. Confident in training teams on how to manage member needs so that they do not fall through the cracks. Comfort with interpreting and acting on data. A learning mindset; comfortable operating in a fast-moving environment. Proven leadership, agility, and collaboration skills
• Skilled in evidenced based communication such as Motivational Interviewing or similar empathy-based communication strategies
• Proven ability to:
  • Organize and prioritize workload, work well under pressure, problem solve, recall information with accuracy, pay close attention to detail and work independently with minimal supervision
  • Sufficiently engage team members in a variety of settings, including on the phone, at Member's homes, in the Community and other settings
  • Develop relationships with community-based organizations and leaders, including in the faith-based community
  • Develop effective relationships with team members, despite working primarily in the field
  • Drive new initiatives and achieve direct business outcomes

Work Model Location

Must be able to lift 25 lbs. High amount of field work with 75% driving travel required in assigned territories in Riverside and San Bernadino Counties. Must be willing and able to travel to members' homes to shadow CHWs for performance. Must be willing to have a flexible work schedule to include evenings and weekends when needed

Position is eligible for telecommuting/remote work location upon completing the necessary steps and receiving HR approval. All IEHP positions approved for telecommute or hybrid work locations may periodically be required to report to IEHP's main campus for mandatory in-person meetings or for other business needs as determined by IEHP leadership

Pay Range

USD $104,041.60 - USD $137,841.60 /Yr.