Job Description
Provide comprehensive healthcare management to facilitate delivery of appropriate quality healthcare, promote cost effective outcomes and improve program/operational efficiency involving clinical issues.
Position Overview
The primary role is to meet the service level agreement of the process by coaching the CSRs/Nurse Associates to meet their monthly goals. They develop and mentor their direct reports to expand their capabilities and reach their full potential. They work with a team of Assistant Managers and Support staff to maintain effective team working relationships hence ensuring high level of engagement and morale in their respective teams.
- The Assistant Manager is responsible for management of CSRs/medical services staff including the organization and development of high performing teams
- Works closely with managers ensuring consistency in care management interventions
- Facilitates effective interfaces among team members, as well as across teams, providers and departments
- Responsible for the day-to-day implementation of medical management services policies and procedures
- Accountable for meeting the financial, operational and quality objectives of the unit
Essential Overview
- Operational Efficiency
- Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance
- Assesses developmental needs and collaborates with the support team to identify and implement action plans that support the development of high performing teams
- Initiate root cause analysis and monitor action plans for identified opportunities
- Provide effective coaching and feedback to Nurse Associates that enable them to improve their performance
- Work closely with the Nurse Associates to identify areas for improvement and gaps in the process to create individualized and feasible action plans
- Monitor efficiency and initiate control measures to minimize variances in workload over time
- Executive monthly, quarterly, and annual performance review of Nurse Associates and consequent development processes effectively
- Ensures the team's understanding and use of information system capability and functionality
- Ensure implementation and monitoring of best practice approaches and innovations to better address the Case Manager and Utilization Management Nurse Consultant needs across the continuum of care
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Effectively forecast and manage the process volume, allocation, and staffing following the Statement of Work on a daily basis
- Maintain accurate reporting and cascading of information to internal and external stakeholders
- Update mandatory process trackers and files for compliance purposes
- Serve as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking
- Oversee and facilitate implementation of updates management and training for new hires and/or team members
- Lead calibration sessions to ensure process knowledge alignment
- Monitor random transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
- May have responsibility for their own case load work
- People Management
- Select staff using clearly defined requirements in terms of education, experience, technical and performance skills
- Formulate individualized plan with the CSRs/Nurse Associates to fully understand their career aspirations
- Develop a strong succession plan to encourage organic growth and facilitate “role ready” resources to ensures leadership continuity internally
- Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
- Establish an environment and work style that promotes the concept of teamwork, cross product integration,
