Empower Every New Yorker - Without Exception - to Live the Healthiest Life PossibleNYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.
Job DescriptionNYC Health + Hospitals is seeking a seasoned health sector leader with demonstrated strategic leadership skills, exceptional communication, and strong organizational abilities. The successful applicant will be well-versed in coordinating care for patients experiencing homelessness and multiple chronic health needs. The role offers the opportunity to create successful outcomes independently and as a collaborative partner with other thought leaders in a dynamic healthcare environment. NYC Health + Hospitals is developing innovative Care Models that will serve New Yorkers with heightened complexity and social vulnerability. Target patient populations will include (i) individuals experiencing homelessness, (ii) individuals leaving the City's or State's correctional systems and returning to the City, and (iii) in the future, children in the foster care system and families receiving the City's preventive services. NYC Health + Hospitals is developing innovative care models that advance health equity by transforming the delivery of care to the populations at the highest risk for adverse health outcomes. This Care Model will bring together managed care plans, CBOs, social service providers, health systems, government agencies (including the Department of Homeless Services), and behavioral health providers to promote accountability, efficiency, and excellence in care. With the support of the Senior Director of Special Populations Care Management, the Associate Director of Operations will provide innovative, data-informed care management interventions that seek to improve patient engagement in care management services. The Associate Director will help establish a culture of continuous improvement by monitoring and acting upon quality assurance metrics, developing and administering training for direct care staff, and providing overall operational oversight over the Special Populations Care Management frontline staff.The Associate Director of Operations will be responsible for the following: Draft and complete key deliverables as assigned by the Senior Director, such as (but not limited to) portions of the Policy and Procedure Manual for the Special Populations Care Management Program. Draft training and onboarding tools as directed by the Senior Director for new Special Populations Care Management Staff. Create job aides such as workflow visual aids, checklists, and reference tools. Implement policies and procedures to improve daily operations for direct care staff. Maximize efficiency and productivity through extensive process analysis and completing ongoing landscape analysis of existing resources to promote programmatic interactions to improve patient outcomes. Work with the financial team to assess budgetary plans for the program. Work closely with Senior leadership of the Special Populations Care Management team to identify performance goals and term operational plans and to promote continuous improvement efforts in direct care practice. Actively collaborate with key stakeholders, such as facility clinical champions and program leads, in the development and implementation of Special Populations Care Management Programs and to analyze programmatic goals and workflows with a lens for continued improvement in practice and outcomes. Develop and implement a quality assurance program that integrates validated care management best practices while maintaining adherence to regulatory and corporate policy/guidance. Confer with colleagues and key stakeholders to develop quality assurance initiatives and projects that leverage internal resources such as Epic Workbench reports, program outcomes, and quality assurance metrics. Monitor progress of Special Populations Care Management Programs weekly, monthly, and quarterly to assess compliance with process metrics (e.g., documentation requirements), key performance indicators (e.g., clinical outcomes), and quality metrics established at programmatic, corporate, and regulatory levels. Conduct monthly and quarterly regulatory audits of charts as outlined in the participant agreements to ensure compliance with contractual requirements and overseeing entities. Foster a high-performance culture characterized by service leadership, ICARE values, collaboration, and transparency. Promote knowledge of best practices in care management and the continued pursuit of quality improvement among staff. Conduct citywide site visits focused on providing support to Special Populations Care Management staff while nurturing relationships with key stakeholders as a liaison and ambassador of NYC Health + Hospitals IPA. Bolster support for direct care staff through individual and group supervision. Provide in-service training on quality assurance, best practices for care management, and other topics as needed to improve the knowledge base of the Special Populations Care team. Support direct care staff to achieve targets and perform essential functions by directly providing or identifying accessible (and approved) in-service training on validated best practices for activities such as documentation, person-centered care planning, interviewing and assessment, resource management, motivational interviewing, etc. Liaise with supervisory staff across diverse patient access areas (e.g., Department of Homeless Services Medical Office, Health + Hospitals acute care settings) to identify opportunities for additional training and dissemination of best practices for documentation and achieving clinical outcomes. Provide consultation to staff when they are presented with particularly complex patient care matters. Develop initiatives to improve performance, productivity, and service delivery within the Special Populations Program in line with programmatic, corporate, and regulatory targets. Act as a liaison to the facility's program lead, clinical champion, direct care staff, and patients, with a focus on improving efficient connection to care linkages and overall improvement in the patient experience. Participate in the screening, interviewing, and evaluation of prospective Special Populations care management personnel. Connect patients and staff as needed, including the completion of field-based visits to patients. Perform other duties as directed.
Minimum Qualifications1. A Baccalaureate Degree from an accredited college or university in Health Administration, Public Administration or approved related program; and, 2. Six years of full-time, paid experience of progressively responsible level in hospital administration with particular emphasis on development and evaluation of health care delivery services; or, 3. A Master's Degree from an accredited college or university in Hospital or Health Administration, Health Care Planning, Public Health, Administrative Medicine, Business Administration, Public Administration or approved related program; and, 4. Five years of full-time, paid experience as indicated in (2); or, 5. A satisfactory equivalent combination of education, training and experience.
Department Preferences Bachelor's degree or Master's degree with full-time experience in direct patient care work including counseling, psychotherapy, community advocacy, case management, coordination of care. Certifications/Licenses: RN, LMSW, LCSW, LMHC, Certified Case Manager Familiarity with best practices in providing care management/ care coordination. Prior experience assisting people with complex care needs (for example, individuals experiencing homelessness, criminal-legal involvement, mental health diagnosis, substance use issues, and intellectual or developmental disabilities). Prior experience working with providers specializing in Medicated Assisted Treatment, detox, and rehabilitation. Prior experience working with providers specific to addressing homelessness, re-entry, individuals with an SMI diagnosis, substance use, and recovery. Familiarity with trauma-informed practices, de-escalation, diversion, and harm reduction. Familiarity in safety practices for professionals providing direct care services. Experience in administration, management, and/or execution of projects and programs of various complexities. Prior experience with managed care, population health management, care management, Medicaid/Medicare populations and policies, health information technology, and/or provider network support preferred Prior experience in working with: PSYCKES, MAPP, EMEDNY, HARP, and HCS preferred; Redcap or other database development experience a plus Computer Programs/Software: Microsoft Suite, including PowerPoint, Excel, Outlook, Word, Adobe Suite, PSYCKES, CARES, CAIRS, SPOA, CAPS and othersIf applying online, please include your cover letter in the same file attachment with your uploaded resume.NYC Health and Hospitals offers a competitive benefits package that includes:
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
- Retirement Savings and Pension Plans
- Loan Forgiveness Programs for eligible employees
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- College tuition discounts and professional development opportunities
- Multiple employee discounts programs