Healthcare Operations Administrator #INDHP

Community Bridges, INC•Mesa, AZ

About The Position

Community Bridges, Inc. (CBI) is an integrated behavioral healthcare agency offering a variety of different programs throughout Arizona. CBI provides residential, outpatient, inpatient, patient-centered medical homes, medication-assisted treatment, and crisis services to individuals experiencing crisis, opioid use disorder, homelessness, and mental illness. JOB SUMMARY The Operations Administrator (OA) is responsible for the oversight of overall operations, facility outcome metrics, and the support of clinical enhancements of his or her assigned programs. The Operations Administrator is responsible for working with the Director of Crisis Services to ensure coordination of care protocols, discharge planning, and connection to care is followed and completed upon handoff from the medical team. The Operations Administrator ensures that all risk management, health and safety, and quality management best practices are implemented for each unit he or she oversees. This position reports to the Director of Crisis for administrative, clinical, and operational functions.

Requirements

Has a Bachelor’s Degree in a field related to Business or Health Care. Master’s Degree is preferred but not required.
2-5 years of leadership and/or supervisory experience.
1-3 years of full-time Health Care related work experience where his or her prior experience would provide adequate exposure to both behavioral and medical crisis situations.
Or equivalent combination of education and experience
Current AZ Driver’s License
Able to read and comprehend information without difficulty.
Able to type 40/wpm.
Able to utilize Microsoft systems such as Outlook, Word, and Excel.
Able to coherently communicate with others.
Able to synthesize complex information and report it to others in a calm and precise manner.
Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Able to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organizations.
Able to speak clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
Able to work well with others and can be depended upon to follow through with task completion and be available to assist.
Able to follow the established chain of command and does not create situations that would call into question the authority of supervisor or impede their ability to manage the facility or program.
Ability to treat everyone in a positive, courteous, and healthy way. Actively engages employees with meaningful efforts to foster a culture of positive morale.
Able to adhere to a principle of “Do no Harm” by demonstrating personal integrity in interactions with staff, patients, and public. This is also demonstrated by one’s ability to perform assigned duties in a competent manner without the violation of Community Bridges policies/processes, patient and/or employee rights, or violation of State, Federal, or local laws.
Able to perform work neatly and completely. All work is completed within the time allowed for task per policy.
Ability to treat community stakeholders (police, fire, probation, businesses, clergy, insurance companies, providers, Health Plan, concerned citizens, etc.) with the utmost respect and assisted to the best of our ability in each case. Never saying “no” but always assisting each request within the context of the agency mission and purpose. Is evidenced by not receiving a community complaint or excelling in customer service.
Ability to remain focused on their professional skill and does not deviate into areas for which they have no training or expertise.
Ability to alert and awake throughout the entirety of a scheduled shift. Schedules time off or other related absences within the time allotted by Community Bridges Policy and adheres to the policies around absenteeism
Ability to identify and resolve problems in a timely manner.
Ability to make sound and accurate judgments.
Ability to set and achieves challenging goals.
Ability to write clearly and informatively.
Able to improve and promote quality.
Able to follow policies and procedures.
Able to prioritize and plan work activities; uses time efficiently;
Able to approach others in a tactful manner; treats others with respect and consideration regardless of their status or position.
Able to observe safety and security procedure; Reports potentially unsafe conditions.
Able to meet productivity standards.
Able to adapt to changes in the work environment.
Ability to display original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work.
Able to move around quickly and freely in response to crisis situations
Must be able to move and/or lift a minimum of 150 pounds
Able to interact with people experiencing a behavioral health crisis.
Able to interface with members of a multidisciplinary team and provide timely information regarding patient behaviors and symptoms.
Able to demonstrate understanding of mental illness and associated symptomology.
Must have compassion and understand basic tenets of recovery.

Nice To Haves

Master’s Degree is preferred but not required.

Responsibilities

Provide leadership and guidance to assigned staff including but not limited to Operations Leads/Operations Supervisors, Admission Coordinators, Behavioral Health Clinicians, and Peer Support Specialists, with regular rounding, role modeling, and staff meetings for communication.
Maximizes above employee performance through education, motivation and accountability. Coordinates with other departments for training as needed.
Provides leadership and support to Operation Leads/Operations Supervisors in monitoring staff skills and knowledge, identifying opportunities to improve quality of patient care, and achieving unit outcomes and deliverables.
Communicates difficulties and operational problems directly to the Director of Crisis, as they are occurring, while working to provide resolution and improvement.
Communicates any incidents, accidents or patient/stakeholder complaints as outlined in policy.
Works in tandem with the Centralized Scheduling to ensure that adequate staffing (by discipline) is in place to ensure coverage and support of each unit he or she is responsible for.
Collaborates with the Director of Nursing and Clinical Administrator to ensure that patient programming is in place and that staff assigned are monitoring and interacting with patients throughout the day and night.
Oversees recruitment and onboarding for operation structure in collaboration with Human Resources and the Director of Crisis Services.
Facilitates training and educational programs for new and existing employees. Will establish process for weekly feedback and 90 days skills verification.
Maintain procedures for the ordering of facility supplies, keeping within an established budget.
Ensures intake movement is occurring to policy standards through regular oversight, ongoing process improvement efforts, and maximized employee performance efforts. Reports any concerns and delays to the Director of Crisis Services.
Oversees the Expedited Care Program’s process to include reporting on throughput and outcomes and ensures that patients are being offered the appropriate types and levels of service. Discusses and troubleshoots any issues related to the Expedited Care Program with the Director of Crisis Services.
Works directly with the Director of Crisis Services in the development and review of assigned policy, procedure and protocols.
Is the point of contact for community stakeholders and immediately reports any concerns or feedback to the Director of Crisis Services and Director of Nursing.
Manages facility timesheets.
Oversight of the process related to the handling and secure storage of patient’s property. Regular review of the property storage room and the process for gathering, storing and returning patient’s property to ensure associated policy and procedure adherence.
Recognizes potential building safety concerns and actively works to resolve. Also plans for immediate safety in collaboration with the Compliance and Facilities Department, the Director of Nursing, and Director of Crisis as required.
Must have working knowledge of UM processes and documentation requirements.
Works in tandem with UM to promptly oversee and resolve all denials provided to the site.
Other duties as assigned.
Ensures appropriate patients are identified for Expedited Care services based upon the completed screening tool.
Ensures expedited care patients are enrolled and connected with the most appropriate on-going service provider (i.e. Outpatient, CCHP, PATH). Ensures process flows are followed and process concerns are brought to leadership attention in a timely manner.
Identifies patients with multiple enrollments and add them to the familiar faces meeting as appropriate.
Reports weekly conversion rates (where applicable), coordination of care efforts, discharge appointment completion to the Director of Crisis Services
Maintains updated roster of high utilizers of crisis and works collaboratively with Director of Nursing and involved parties to update ongoing crisis plan. Maintains updated ongoing crisis plans for identified patients for staff to access and follow.
Provides oversight to the program’s application to AHCCCS process to promote accessible health care to patients.
Investigates all patient, family and stake holder complaints in coordination with the Compliance Department, Director of Nursing and Director of Crisis Services and sends to [email protected].
Reports monthly on each unit’s designated outcomes on quality, safety, compliance and monitoring tools to the Director of Crisis. Uses collected data to identify where process improvement is needed and works collaboratively with the Director of Nursing and Director of Crisis to implement.
Is responsible for the oversight of the implementation of assigned performance action plans assigned to unit with the Director of Nursing.
Ensures that patient guardians are notified upon patient admission and that proper coordination of care is completed as outlined in policy.
Ensures that SMI clinics are coordinated with upon intake and discharge and that appropriate documentation is entered in the patient EMR.
Ensures that Property Dispositions are complete and have staff and patient signatures.
Ensures that Compliance receives Incident Reports within 24 hours of them occurring.
Ensures that Significant Events are submitted by the end of each shift.
Other duties as assigned by supervisory and administrative support.
Pick up orders are sent to law enforcement within 1 hour of practitioner decision.
Applicants are notified of BHMP decision on Emergent Involuntary Applications within 1 hour of decision.
Conversion rate of involuntary to voluntary is monitored and reported on weekly basis.
Will develop a strategy to improve metrics that fall below required thresholds.

Benefits

Medical, Dental, Vision, Disability, Life, Supplemental plans - Hospital indemnity/ Critical Illness, Pet Insurance, Dependent Care Savings, Health Care Savings, 401K with employer match - 100% vested upon enrollment, Generous PTO accrual, Wellness programs, Tuition Reimbursement and Scholarship Programs, incentives, and more!

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