Supervisor, Comprehensive Care Advocacy

HealthPartners is hiring a Supervisor, Comprehensive Care Advocacy. This position exists to provide leadership and supervision for a team of Case Managers/Care Coordinators, including hiring, orientation, performance monitoring and staff development in order to effectively meet the goals of the program. Provide day-to-day consultation and support to staff with questions, issues, and challenging cases. Monitor the work and workload of all team members, including case audits and reports to identify opportunities for coaching and/or quality improvement. Lead Quality Improvement and process improvement activities at the individual team level and across teams.

ACCOUNTABILITIES:

Leadership:

• Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures.

• Build effective relationships throughout the department and with other partners in care, and inspire staff to achieve excellence in the daily operations of Care Coordination.

• Embrace change. Create an environment that encourages creativity, independence, and willingness to change in Care Coordination team members.

• Consistently apply HealthPartners organizational and department values (missions / vision / initiatives) and continuous quality improvement principles in relationships, daily work, and program supervision.

Member Focus:

• Ensure all staff, processes and programs are member-focused, resulting in high levels of member/patient/family, colleague and team member satisfaction.

• Thorough knowledge of how to access and understand member benefits / coverage / payor information.

Relationship and Team Building:

• Establish and maintain good working relationships within Care Coordination Department, with other HealthPartners departments, to facilitate excellence in Care Coordination processes and outcomes.

• Create and maintain a cohesive Care Coordination team by facilitating a collaborative, respectful, diverse environment.

Program Supervision and Evaluation:

• Become an expert on all program workflows and regulatory elements, seeking additional education as needed.

• Evaluate current processes to identify needs and opportunities to improve the Care Coordination program.

• Work with Program Manager Care Coordination, to ensure implementation of new department programs and initiatives in a timely and effective manner.

• Work with Program Manager to ensure compliance with Medicare / Medicaid contract requirements and regulations.

• Monitor for education/training needs. Once identified, facilitate implementation of training for appropriate staff.

• Review and consult on complex cases as identified by program criteria.

Staff Selection and Development:

• Provide supervision, guidance, coaching, and development of staff.

• Provide ongoing performance feedback to staff members, and complete annual reviews on a timely basis.

• Complete one on one meeting and site visits with staff to evaluate performance to ensure compliance with Care Coordination policies and procedures promoting consistency with care coordination activities.

• Recruit and select new staff in coordination with Program Manager, Care Coordination.

• Orient new staff with ongoing evaluation of orientation process.

• Monitor staffing and recommend adjustments to Program Manager as needed.

• Promote staff development in assignment of special projects, ongoing independent study, education-related professional activities, and professional affiliations to maintain and increase knowledge in the areas of Care Coordination.

• Review feedback from Patient Satisfaction Surveys and Service Recovery logs and share this with staff including coaching as appropriate.

Communication:

• Communicate with members, families, physicians and staff to facilitate successful daily operations of the Care Coordination Program.

• Maintain confidentiality of information in accordance with department and corporate policies.

• Collaborate with internal departments, according to co-management principles for patient-centered care.

Technology:

• Maintain knowledge of and effectively use automated applications and systems.

• Understand the data and reports available to maximize their use and value.

• Implement strategies to ensure efficiency and productivity through proficient use of automated systems by Care Coordination staff.

Personal Development:

• Participate in ongoing independent study, education-related professional activities, and professional affiliations to maintain and increase knowledge in the areas of Case Management.

Other Duties:

• Participate in various committees, task forces, projects, and quality improvement teams, as needed and assigned.

• Perform other duties as assigned.

CURRENT DIMENSTION:(may change over time)

• Reports to Program Manager, Care Coordination

• Directly supervises Care Coordination team consisting of professional Care Coordinators, RNs and SWs.

• Interacts with medical, administrative, and front-line staff within the organization.

• Supervises daily operations of program serving HealthPartners members.

REQUIRED QUALIFICATIONS:

• Registered Nurse with current license in the State of Minnesota (BSN preferred) OR LSW Social Worker for MSHO or MSC+ (LISW preferred).

• MnCHOICES Certified Assessor.

• Certification as a CCM, CMC or equivalent certification, with achievement of certification within 18 months of employment.

• Minimum of 3 years clinical practice experience.

• Minimum of 3 years experience in case management.

• Demonstrated effective leadership and supervisory skills.

• High level of expertise in written, oral, and interpersonal communication.

• Demonstrated skill in effective use and management of automated medical management systems.

• Demonstrated ability to function independently and cooperatively.

• Understanding of healthcare and/or HMO industry.

• Demonstrated experience in hiring, orientation, coaching, and team building of professional staff.

• Demonstrated flexibility and organization.

• Demonstrated appropriate decision making under challenging situations.

CHALLENGES:

• Maintaining focus on the desired mission and vision while effectively responding to a rapidly evolving environment.

• Influencing team members and colleagues to work collaboratively in achieving the goals and objectives of the Care Coordination program.

• Facilitation and implementation of interdependent, cross-divisional processes and strategies for successful change, with compliance to regulatory, accreditation, and customer requirements.

• Supervising staff during significant change and rapid implementation.

DECISION-MAKING:

• Make independent decisions within the scope of this position's accountabilities and determine the need for and the timing of consultation with leadership and/or Medical Director.

• Use professional clinical judgement, organizational knowledge, industry knowledge, and common sense in determining appropriate alternatives for members/patients/families, consulting with senior leadership and/or Medical Director, when indicated.

• Assist with the development and implementation of the Case Management/MSHO/MSC+ programs. Make recommendations to leadership regarding policy development and/or changes.

• Identify and communicate variances from customer, regulatory, and accreditation requirements, and ensures action is expediently taken to achieve necessary level of organizational competence.