Manager, Patient Resources

It’s inspiring to work with a company where people truly BELIEVE in what they’re doing!

When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success!

Qualifications:

• Bachelor’s degree in related field or an equivalent combination of education andexperience
• Holds and maintains all required RN licenses as mandated by the state and local regulations where they will perform their duties.
• Specific licensure requirements will be confirmed during the hiring process and must be obtained within 30 days of hire.
• Ability to apply for/obtain license to practice as an RN in Washington D.C. within 30 days of hire.
• Ability to apply for/obtain RN license in any other jurisdiction that Chapters Health/Patient Resources may expand to in the future.
• Minimum of three (3) years of related experience including, at least, one (1) year of managementexperience
• Active BLS for healthcare professionals from the American Heart Association or Red Cross. Employees hired prior to 12/31/2022 must obtain certificate prior to 10/1/2023
• Acute and/or post-acute experiencepreferred
• Demonstrated ability to multi-task with attention todetails
• Ability to manage remotestaff
• Experience in children, family, and groupmodalities
• Excellent communication (verbal and written) and interpersonalskills
• Previous experience working with an EMR/EHR (Electronic Medical/Health Record)system
• Ability to convey sense of urgency and develop innovative solutions toissues
• Ability to manage multiple priorities simultaneously and effectively handle the emotional stress of the workload including supporting telephonically and face-to-face ill patients and families
• Intermittent Driver - Valid driver's license and automobile insurance per Companypolicy
• Ability to travel to off-sitelocations
• Ability to manage physicaldemands
• Able to remain calm and troubleshoot/handle crisissituations
• Strong goal/outcome orientation with exceptional time managementskills
• Excellent customer servicefocus
• Self-directed work style with minimalsupervision

Competencies:

• Satisfactorily complete competency requirements for this position.

Responsibilities of all employees:

• Represent the Company professionally at all times through care delivered and/or services provided to allclients.
• Comply with all State, federal and local government regulations, maintaining a strong position against fraud andabuse.
• Comply with Company policies, procedures and standardpractices.
• Observe the Company's health, safety and securitypractices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within theCompany.
• Use resources in a fiscally responsiblemanner.
• Promote the Company through participation in community and professionalorganizations.
• Participate proactively in improving performance at the organizational, departmental and individuallevels.
• Improve own professional knowledge and skilllevel.
• Advance electronic mediaskills.
• Support Company research and educationalactivities.
• Share expertise with co-workers both formally andinformally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for theposition.

Leadership SuccessFactors:

• Communication. Express thoughts and ideas clearly. Adapt communication style to fitaudience.
• Initiative. Originate action to achievegoals.
• Management Identification. Identify with and accept the problems and responsibilities ofmanagement.
• Judgment. Make realistic decisions based on logical assumptions which reflect factual information and consideration of organizationalresources.
• Planning, Organizing and Controlling. Establish course of action for self and/or others to accomplish a specific goal; plan proper assignments of personnel and appropriate allocation of resources. Monitors results.
• Leadership. Use appropriate interpersonal styles and methods in guiding others toward task5accomplishment.
• Ethics. Model highest standards of conduct and ethical behavior, adopting a strong position against fraud andabuse.
• Regulatory Compliance: Educate and monitor staff regarding their own and the organization's responsibilities for regulatorycompliance.

JobResponsibilities:

• Oversees  Patient Resource Nurses, to  efficiently and effectively handle phone calls received in Care  Connect and after hour’s visits. Ensures staff have exceptional customer service skills and meets the timelines for response to referrals.
• Maintains relationships with referral sources and internal customers to meet the needs for efficient processing of patientinformation.
• Provides data to Clinical Managers and SeniorDirector of Patient Resources regarding phone calls andvisits.
• Ensures staff training in all service lines, benefits and coverages; provides ongoing training to ensure service level competency; regularly monitors staff for education and training opportunities.
• Ensures sufficient staff is available to perform the duties and responsibilities of thedepartment.
• Prioritizes interventions that will effectively solve or prevent problems related to system operations and care delivery.

• Completes all employee evaluations on time and meets quarterly with each directreport.
• Participates in clinical operations meetings to review key performance indicators and performance improvement plans in place for goals not met. Holds, at a minimum, quarterly staff meetings to review key performance indicators, quality scores and discuss organization and/or team updates.
• Ensures any organizational changes are communicated to staff in a timelymatter.
• Holds staff accountable for productivityexpectations.
• Availability before, during, and after emergencies impacting Chapters affiliates, i.e., hurricane
• Performs other duties asassigned.

Compensation Pay Range:

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy.

All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visithttps://info.flclearinghouse.com/.