Manager of WISH

QUEST CENTER FOR INTEGRATIVE HEALTH•Portland, OR

About The Position

WISH is a non-opioid chronic pain management program utilizing a multidisciplinary and integrated approach. This role includes both administrative and clinical position responsibilities and oversees workflows as well as quality of client care. The person in this position implements orientation, supervision, and staff performance activities to ensure high standards of client care. They implement and participate in supervision, team meetings, monitor workers’ productivity and completes staff evaluations. They also conduct outreach, evaluations/assessments and complete intakes to determine clinical levels of care. The WISH program manager aids in monitoring and maintaining the financial health of the overall program.

Requirements

Experience with and/or knowledge of chronic pain,
Ability to provide leadership and team management to WISH Program Staff,
Ability to balance competing priorities and make independent judgements and decisions,
Ability to work in a professional, confidential, and collaborative capacity,
Sensitivity to cultural, religious, racial, disability, and gender issues and differences,
Knowledge of operations management procedures and practices,
Knowledge and use of different communication and learning styles,
Knowledge of organizational, strategic, participatory, collaborative skills,
Knowledge of empowerment and self-advocacy techniques,
Knowledge of participatory planning techniques,
Knowledge of crisis intervention techniques,
Ability to multi-task while maintaining a calm and professional demeanor,
Basic computer, writing, and verbal communication skills,
Willingness to learn and grow from feedback.

Nice To Haves

Prior work in the medical industry preferred
Public Health or non-profit experience preferred,
Prior work experience with clients with chronic pain,
Able to work with culturally diverse clients and communities while being culturally sensitive and appropriate,
Knowledge of and belief in Quest Center’s mission and values.

Responsibilities

Supervise and oversee all intake operations, ensuring that intakes are comprehensive, timely, and professional.
Provide timely, consistent, and direct performance feedback for all WISH Program staff and interns, providing corrective and constructive feedback when needed.
Provide guidance on career development and growth to all WISH Program Staff.
Ensure compliance with all funding and accreditation standards and regulations, and WISH Program specific policies, procedures, and SOPs.
Complete and submit monthly/quarterly reports to shareholders and funding sources
Develop and update policies, procedures, and SOPs in accordance with all regulatory and accreditation requirements and ensure staff training and implementation is effective.
Foster teamwork and leadership in both WISH staff and clients.
Work with the Deputy Director to plan for and evaluate WISH Program effectiveness.
Monitor case assignments for mentors / case managers and ensure appropriate caseload mix is maintained.
Plan, implement, and manage staffing patterns to ensure required level of service to clients along with staff and client safety.
Monitor contract utilization, performance measurements, and programming to meet requirements and achieve contract renewals.
Ensure ongoing collection of service delivery, outcomes data, and billing data.
Coordinate response to internal and external data collection and reporting requests.
Provide guidance concerning day-to-day delivery of WISH Program elements to ensure smooth operations.
Manage quality assurance chart reviews, assessing clinical and medical documentation to guarantee compliance with regulation and program standards.
Conduct annual WISH Program staff performance reviews as prompted by People Operations.
Visit Clackamas Site to keep track of the Clackamas WISH Program needs, cohesion between site quality and experience for staff and clients and help support the location.
Attend, participate in, and encourage staff to join ongoing All Staff Trainings for required credentials and continued learning and development,
Collaborate with Department of Medical Manager and Deputy Director to build integration between WISH and other departments and programs within Quest,
You will also support the WISH Program with clinical needs such as performing Bio/Psycho/Social evaluations on prospective clients, review and evaluate chart notes in EHR, manage clients’ grievances and complaints in collaboration with People Operations, provide client centered evidence-based and trauma informed care, ensure patient educational materials meet the current standards of care, and manage the day-to-day needs that arise. Delegating, training, and coordinating others to support you in these things, as needed and available.