Care Coordination Program Manager I

The Care Coordination Program Manager is a corporate enterprise-wide role who will assist in implementing and monitoring multiple population health projects driven by the department, with particular focus on the health system’s psychosocial initiatives, including the systemwide social drivers of health (SDOH) screening initiative, systemwide psychosocial collaborative, and enterprise digital social needs referral platform. In alignment with department and system initiative strategic plans, the Program Manager will drive department analytics and trend monitoring, maintain expertise on program processes, procedures, metrics, and maintain reporting infrastructure for assigned programs and projects, directly impacting quality improvement initiatives.

50% - Psychosocial program management, quality assurance monitoring, and engagement and collaboration with internal and external stakeholders
50% - Quality improvement and analytics, data accuracy and methodology, outcomes reporting, trend monitoring and analytical insights

1. Coordinates and oversees multiple projects’ implementation and progress in alignment with strategies, objectives, goals, and timelines. Prepares and distributes documentation and communication including project reports, data presentations, summaries, supportive documents, meeting agendas/minutes or notes, and follow up actions. Maintains initiative document files and records in accordance with established procedure and manages scheduling, agendas, presentation decks, and calendar invites. Tracks and reports on project progress and act to identify and resolve obstacles to ensure success.

2. Collaborates with leadership to identify and maintain program deliverables, documentation, data, milestones, and outcomes. Engages initiative team members to ensure key actions are completed according to timeline. Develops and maintains cooperative working relationships with internal service lines and community partner organizations related to targeted populations and social/health priorities for ongoing collaboration and communication with various interdisciplinary teams, AHS/ACO practices, providers, and care team members. Maintains a knowledge base of community agencies and key contacts and relationships with social service programs, non-profit health and social organizations, health equity and improvement coalitions to grow and develop an integrated social and community network.

3. Maintains data collection processes for program evaluation, statistics, and analytics. Report design, development, quality assurance, and optimization. Applies critical thinking and analytic skills to identify trends, conduct chart abstractions, validate data reporting, draw conclusions, and track project and patient outcomes. Monitors process, performance, and outcome metrics. Assist in tracking/maintaining records for program and initiative budgets, revenue, and expenses and support oversight and reporting of quality and grant initiatives.

4. Maintains current knowledge of health care industry-specific issues, such as regulatory requirements, health policy, value-based care, population health strategies, HIPAA and privacy standards, transitions of care, care coordination, community and public health, and health equity focus areas. Acts as a representative for the Integrated Care/Care Coordination team and psychosocial initiatives representing the department and leadership with professionalism and an ability to flex communication techniques and style to various audiences and work with diverse professional and patient populations, internally and externally.

5. Develops data reporting presentations with an emphasis on driving performance improvement initiatives. Oversees workflows, training documents, at-the-elbow workflow orientation and retraining efforts for process and performance improvement. Maintains expertise on initiative processes, procedures, and workflows for assigned initiatives, serving as a super user for orientation, training, and performance support in EHR and digital solutions. Ongoing development and maintenance of process guides and workflow standards. Monthly performance reports for department leaders with social needs referral platform users and improvement planning based on education needs and insights. Monitors dashboard reports to design, develop, and implement strategic growth initiatives at the user, program, organization, and network level. Support optimization initiatives and digital tool / EHR integration.

6. Oversight and support of a wide range of department quality management initiatives, including but not limited to performance management and role mastery education, policy development and enforcement, community benefit reporting department reporting strategy, internal and external communications strategy, etc.

7. Align data sources, methodologies, and reporting infrastructure. Validate data extracts, troubleshoot discrepancies, and ensure data accuracy. Analyze historical and projected program performance, including trends, performance, utilization and impact. Forecast program risks and opportunities and proposed opportunities for improvement initiatives based on patterns and trends. Ensure adherence to data governance standards.

8. Other tasks as required by director.

Education:

- Bachelor's Degree required from an accredited college or university with a concentration in public health, healthcare administration, social work, or related health field preferred. Master’s degree preferred.

Experience:

- Familiarity with value-based care and population health initiatives, particularly in a health system setting. Strong knowledge of various health and social issues affecting communities and populations, population health, health equity, and cultural competency.
- 1-3 years of project management experience preferred.
- Data management/analysis/visualization experience preferred.
- Experience with computer systems required, including web-based applications and Microsoft Office applications including Outlook, Word, Excel, PowerPoint, Power BI, etc. Epic familiarity preferred.
- Ability to communicate clearly and effectively with internal and external customers via written, verbal, telephonic, and digital communication. Ability to flex communication techniques and style to various audiences and work with diverse professional and patient populations.
- Possesses sound critical thinking skills and advanced organizational and systems thinking. Strong analytic and problem-solving skills, metrics/outcome reporting and ability to navigate EMR and databases with demonstrated ability and working knowledge of standard concepts, practices, procedures and policies.

Other Desired Skills, Abilities & Knowledge:
- Teamwork: Ability to work collaboratively within an interdisciplinary team to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
- Organization: Exceptional organizational and time management skills with the ability to multi-task, problem-solve, and balance and deliver results in a program with multiple projects, programs, and priorities.
- Customer Service: Ability to provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations. Strong interpersonal skills and proven ability to develop and enhance collaborations with local community agencies and organizations.
- Adaptability: Flexibility and adaptability to a fast-paced dynamic environment with concurrent projects and initiatives in various stages of design, development, and implementation.