CENTER SERVICE DIRECTOR

CenterLight Health System•New York, NY

3d•Hybrid

About The Position

The Center Service Director (CSD) supervises all day-to-day operations of the Interdisciplinary teams and participant outcomes, serving as the Director of Patient Services (DPS) for the LHCSA. This role involves coordinating integrated care across various settings including the community, Day Health Center, and Diagnostic & Treatment Center, ensuring all metrics logs are complete and providing necessary support. The CSD also implements in-service training, participates in quality assurance and regulatory compliance, and collaborates with internal departments to improve care delivery processes. Additionally, the CSD manages participant enrollment/disenrollment in the HCS System, monitors disenrollments, and ensures adherence to scope of practice and competencies. The role also includes indirect accountabilities such as tracking hospitalizations, SNF admissions, and managing budgets, while ensuring all documentation is complete and accurate, and incidents are investigated thoroughly. The CSD leads survey preparation, reviews participant charts for quality, and participates in special projects. Performance is expected to be consistent with the organization’s mission and philosophy, maintaining HIPAA standards and confidentiality. The CSD also supports staff orientation and in-service education, participates in quality improvement activities, and serves as a role model. Professional growth and development are encouraged, along with respectful interaction and teamwork. General office duties are also part of the responsibilities. The CSD is expected to make participants' needs their central focus, develop positive customer relationships, communicate effectively, anticipate customer needs, suggest service improvements, encourage engagement, and utilize service recovery techniques. Managerial standards include ensuring direct reports adhere to policies, evaluating performance, holding staff accountable, following disciplinary procedures, developing professional development plans, investigating grievances, and participating in the budgeting process.

Requirements

Minimum of a Bachelor’s Degree in Healthcare / Business Administration or related field, required.
Minimum of three (3) years of healthcare administrative experience in a management capacity.
Administrative management experience must be within one (1) year from date of hire or transfer, required.
Non-Clinical candidates without a college degree will be required to have more clinical operation experience (minimum of five [5] years).
Customer Service experience required.
Minimum of one (1) year of experience working with a frail or elderly population or, if the individual has less than one (1) year of experience but meets all other requirements, must receive appropriate training from the PACE organization on working with a frail or elderly population upon hiring.
Supervisory experience required.
If RN, current active and unrestricted license and registration in New York State as a Registered Nurse required.
Be legally authorized (for example, currently licensed, registered, or certified if applicable) to practice in the State in which the healthcare professional will perform the function.
Be medically cleared for communicable diseases and have all immunizations up-to-date before engaging in direct participant contact.
Proficient in use of a computer for email, word processing, research, and maintenance of Participant records.
Takes initiative, is resourceful, proactive, creative, innovative and independent.
Is self-directed with ability to work with or without supervision.
Must have reliable transportation means to travel up to 25% of the time.
Travel to various CenterLight locations is required. This includes Metro NYC, Long Island and Westchester.
Good organizational, observation, communication and judgment skills.
Demonstrated ability to establish good rapport with participants and peers is essential.
Tactful and courteous.
Pleasant telephone manner.
Must be able to work weekends.
Excellent written and verbal communication.
Professional attitude.

Nice To Haves

Managed long term care insurance experience beneficial.
Bilingual preferred.

Responsibilities

Oversees, coordinates, and provides support to site-based Managers and clinical staff, including DTC, GCC, rehab, nutritional services, social workers, and home services management.
Balances and allocates IDT and related resources throughout the site, ensuring adequate team assignments and coverage.
Reviews and ensures effective development and execution of personalized care plans that result in improved satisfaction and outcomes for all participants.
Provides oversight of the provision of services that impact participants’ care.
Implements in-service training and management directives to support the development and advancement of team members.
Collects and reviews data for operational metrics geared towards ensuring participants are treated in the right venue at the right time and at the right cost at the highest levels of quality.
Participates in all quality assurance and regulatory compliance activities to ensure appropriate regulatory certifications.
Serves as LHCSA DPS and Nursing Director for D&TC (if RN).
Supervises DTC RN.
Serves as administrative on-call during non-operational hours of the physical sites.
Collaborates with departments within the clinical development pillar to establish new and improved care delivery processes and treatment protocols.
Enrolls/dis-enrolls participants in the HCS System as applicable.
Monitors and minimizes voluntary disenrollments.
Acts within the scope of the individual’s authority to practice.
Meets a standardized set of competencies for the specific position description established by the PACE organization before working independently.
Acts as a member of the IDT.
Ensures avoidable hospitalizations are intercepted and avoided.
Monitors all SNF Acute/Short term admissions for justification and establishes task-specific goals for safe discharge home.
Identifies ways to utilize PACE resources and services to improve participant outcomes and satisfaction.
Collaborates with marketing and outreach to foster and build upon community partnerships that further membership growth.
Responsible for following expenditure and utilization targets.
Tracks metrics including hospital admissions, budget, NH admissions, enrollment and disenrollment, DHC and PCW weekly updates, quality benchmarks, utilization of DME and Aide services, and all regulatory CAP logs.
Ensures all prospective disenrollments are managed and interventions created, when applicable, to prevent participant from disenrolling.
Ensures all documentation for all participants is complete and accurate, including enrollment, disenrollment, electronic/paper medical records, and any other clinical documentation.
Ensures all incidents are timely investigated comprehensively and addressed accordingly.
Ensures Level 2 investigations are completed in a timely manner according to regulation.
Investigates and assists in documenting and resolving customer issues and grievances in a timely, accurate, and courteous manner.
Participates, as appropriate, in CMS/DOH quality improvement initiatives and compliance/regulatory matters.
Leads center-based team in survey preparation and related activities.
Reviews participant’s charts for quality and addresses any deficiencies.
Participates in special projects and assignments as required.
Performs consistent with organization’s mission and philosophy.
Performs job responsibilities according to organization’s policies.
Seeks clarification when needed.
Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance.
Meets productivity guidelines.
Maintains proper documentation (updated, timely, legible) related to patient care, whether paper or electronic.
Maintains HIPAA standards and confidentiality of PHI.
Supports staff, student, and volunteer orientation and ongoing in-service education as requested.
Supports organizational activities by participating in quality improvement activities, special projects, internal and/or external committees, community activities and other duties as assigned.
Serves as a role model for peers and colleagues.
Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills.
Treats other CenterLight employees respectfully and facilitates an environment of teamwork.
Initiates, if appropriate, incident reporting process, and participates in incident investigation and reporting as applicable.
Performs general office duties in connection with job responsibilities, including but not limited to photocopies, faxing, typing, filing, and phone calls.
Makes the needs of participants their central focus, and finds innovative ways to provide an exceptional experience.
Develops and maintains positive “customer” relationships.
Communicates with customers in a caring, helpful, considerate and culturally sensitive manner.
Demonstrates a thorough understanding of customer needs and wants and attempts to anticipate and meet customer needs.
Suggests and implements customer-centered service improvements.
Encourages customers to engage with CenterLight employees and CenterLight activities.
Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction.
Immediately reports customer dissatisfaction to IDT for follow-up.
Ensures that direct reports conduct their duties according to applicable rules and regulations as well as organization’s policies and procedures.
Evaluates the work performance and competency of direct reports.
Holds staff accountable for their individual performance.
Follows organization’s policies regarding disciplinary action.
Engages Human Resources as needed for guidance on disciplinary actions and terminations.
Develops individual professional development plans with direct reports, including the identification of in-service training needs and interests.
Investigates and resolves employee grievances and complaints.
Participates in annual budgeting process for department; manages departmental budget; approves departmental expenditures.