Program Manager, Same Day Services
Community Health Center

Job Info

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Job Description Summary:

Job Description:

The Program Manager, Same Day Services is responsible for advancing the operations of Community Health Center to achieve its organizational commitment to quality patient care, efficient and effective operations, and financial targets. This pivotal role involves overseeing the coordination and delivery of same day urgent care, medical, and behavioral health services, ensuring prompt access to high-quality care for patients with immediate needs. Services provided may occur in person or virtually in clinic sites and schools across Connecticut. The Program Manager will play a vital role in creating and maintaining smooth workflows, managing resources, and providing exceptional patient experiences. The Program Manager will also assist in the development and implementation of strategic initiatives, providing project leadership and oversight.

ROLE AND RESPONSIBILITIES

• Act as the central point of contact for same or next day urgent care, medical, or behavioral health appointments. Appointments may occur in person at clinic or school sites or virtually via telehealth modalities.
• Coordinate with Operations leadership to facilitate seamless patient care transitions and follow-up procedures as needed.
• Generate and share reports and summaries to track key performance indicators, outcomes, and trends to evaluate programs and recommend areas for improvement. Monitor capacity, utilization and workflow, proposing adjustments as needed to ensure efficient patient flow and minimize wait times.
• Analyze and present recommendations for management review and decision-making purposes.
• Assist in financial management, including budgeting, expense control, and revenue optimization. Co-lead the annual goal setting/budget process for same day services and continually evaluate department results to established goals.
• Serve as a business/programmatic partner to clinical leadership and providers, promoting effective communication and collaboration to optimize patient outcomes.
• Routinely benchmark organizational performance against peer organizations, highlighting best practices, gaps, and improvement opportunities.
• Identify and recommend new approaches, policies, and procedures to influence continuous improvements to enhance the safety, effectiveness, efficiency, and patient experience of same day services.
• Lead and/or participate in brainstorming/process improvement discussions to dissect issues and bring forth solutions.
• Identify and evaluate new growth opportunities (diversification, expansion and organic growth). Lead the development of workflows, practices and standards for new services in partnership with clinical leaders.
• Serve as lead marketing contact for services, developing patient outreach, one time and recurring/seasonal campaigns, and post visit communications.
• Identify possible threats to current and future business by identifying current issues and building operational plan and proformas to defend.
• Ensure compliance with regulatory requirements, accreditation standards, and best practices governing services in urgent care, medical and behavioral health settings in partnership with clinical leadership.
• Participate on related teams and projects including third party vendors, required forms and paperwork. Lead and/or attend school based and fixed site telehealth roll-outs as assigned.
• Serve as key support to executive and operations leaders by leading and/or participating on special projects and teams as assigned.
• Comply with all agency-mandated training on timely basis

QUALIFICATIONS

• Required: Bachelor's degree in business administration or nursing or equivalent combination of education/related experience
• Preferred: Master's degree in business administration, management, health care management, public health or related field
• Previous experience in a healthcare setting, with specific experience in urgent care (virtual or in person) and project/program management desired
• Excellent organizational, communication, and interpersonal skills, with the ability to work effectively in a fast-paced, multidisciplinary team environment.
• Adaptability and resilience in the face of challenges and changing circumstances.
• Proficiency in using electronic health record (EHR) systems, Microsoft Office applications, and other relevant software tools.
• Leadership skills to inspire teamwork, collaboration, and innovation. Able to lead efficient meetings and obtain desired outcomes.
• Professional work style with high level of problem solving skills.
• Strong sense of urgency with ability to assess critical versus non-critical issues and apply appropriate resources to resolve
• Critical thinking skills to generate and assess alternative solutions and conclusions and to anticipate needs and problems in advance.
• Strong attention to detail and accuracy and experience utilizing fact-based data and analytics
• Ability to develop, implement and improve processes and procedures

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Position is hybrid, with an expectation to visit sites and schools as needed to lead projects, visit with clinicians, and review workflows and process improvement opportunities
• Sustained periods of sitting at keyboard
• Minimal lifting and carrying activities

COMMUNICATION SKILLS

• This position will interface with leadership, internal care providers, and vendors across clinic and school based locations

CONFIDENTIALITY

• Personal Health information is kept in strict confidence. Confidentiality of patient and business information is a requirement. Full access to patient medical records and encounter data. Confidentiality must be maintained according to CHC policies.

Organization Information:

The Moses/Weitzman Health System is a global leader addressing challenges faced by organizations caring for the poor and diverse populations, and is home to programs focusing on education, research, and process improvement support for safety net providers. The system delivers primary care to more than 150,000 patients in Connecticut, and extends access to specialty care for more than 2.5 million individuals across the U.S. It is a national accrediting body for organizations training advanced practice providers, and offers accredited education and training for Medical Assistants in multiple states. As an incubator for new ideas in areas including social justice, the environment, and social determinants of health, the MWHS is addressing challenges faced by providers caring for underserved communities, creating innovative and impactful initiatives led by nationally and internationally recognized experts. As it forges pathways into the future of primary care, the MWHS honors Lillian Reba Moses (1924-2012), a granddaughter of slaves, and Gerard (Gerry) Weitzman (1938-1999), whose ancestors escaped pogroms in Eastern Europe. Their vision and commitment to justice and equity in healthcare is the foundation upon which the Moses/Weitzman Health System was built.

Location:
Community Health Center of Middletown
City:
Middletown
State:
Connecticut

Time Type:
Full time

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