Manager, Patient Centered Services and Outreach

The Wright Center Medical Group•Jermyn, PA

About The Position

The Patient-Centered Services & Outreach Manager also serves as the Co-Manager of Patient and Community Engagement and is responsible for leading the Community Health Workers (CHWs) and overseeing and coordinating patient-centered services in the areas of medical case and care management, lifestyle and nutrition services, as well as Alzheimer's and dementia services. This position leads various patient-, community-, and family-centered activities on behalf of The Wright Center entities and liaises regularly with the volunteer Directors of TWCPCE as well as TWCCH. An important member of the Care Management team, this position works closely with the Care/Case Management (C/CM) team, the Director of Community Outreach and Engagement (CO&E), and the Board of Directors of TWCPCE to develop, organize, and implement patient- and family-centered care improvement and wellness initiatives. The Manager is also responsible for capturing and properly documenting all clinically billable activities to promote stewardship of resources. In addition, this position supports TWC's commitment to continuously develop and enhance TWCGME's population health curriculum to ensure that America's physician workforce is both community-competent and compassionate. To maximize the impact of this role, the Patient-Centered Services & Outreach Manager also serves in a volunteer capacity as one of three Co-Managers of Patient and Community Engagement for TWCPCE, in partnership with the Director of Community Outreach & Engagement and the Director of Patient Engagement & Behavioral Health Outreach. Affiliated with TWCCH, TWCPCE is a tax-exempt Pennsylvania nonprofit organization established to support the education of, advocacy for, and empowerment of patients and families. This position engages and organizes patients and families, staff, residents, and the community to increase engagement across all groups and improve health outcomes.

Requirements

Meet The Wright Center for Community Health and its affiliated entity The Wright Center for Graduate Medical Education EOS© People Analyzer Tool
Buy in and experience working in the EOS® model (strongly preferred)
Mission-oriented; represents the enterprise in a professional manner while demonstrating organizational pride
Minimum of five (5) years of progressively responsible experience in community health, patient engagement, care management, or a related healthcare setting, including leadership or program management experience; equivalent combinations of education and experience may be considered.
Complete AHEC training for CHW certification within one year of employment.
Must apply for the CCHW PA certificate after completing the CHW training and within thirteen (13) months of hire, must obtain the certificate within 15 months from the date of hire.
Current Basic Life Support (BLS) certification required.
Proficiency with Microsoft Office Suite and Gmail required; experience with electronic health records (EHRs) preferred.
Demonstrated commitment to The Wright Center's mission, vision, and core values.
Proven ability to lead and collaborate effectively within interdisciplinary teams while building positive relationships with patients, families, learners, colleagues, community partners, and organizational leadership.
Excellent leadership, communication (verbal, written, telephone, and group), interpersonal, customer service, conflict resolution, and problem-solving skills
Strong critical thinking, systems-thinking, sound judgment, and decision-making skills, with the ability to exercise discretion and work independently.
Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, attention to detail, and professionalism in appearance, behavior, and communication.
Working knowledge of patient care operations, patient experience principles, service excellence strategies, and applicable healthcare laws, regulations, and standards.
Ability to develop and maintain a thorough knowledge of organizational services and available community resources to effectively support patients and families.
Demonstrated commitment to continuous learning, quality improvement, and leading positive organizational change.

Nice To Haves

Bachelor's degree in Healthcare Administration, Public Health, Nursing, Social Work, Human Services, Business Administration, or a related field preferred.
Bilingual proficiency is highly preferred.

Responsibilities

Partner with the DCNO and CM team to support non-clinical interventions for Geriatric, Lifestyle/Nutrition, and primary care populations.
Design and contribute to the clinical workflow that transitions stabilized Community Health Integration (CHI) patients into long-term Chronic Care Management (CCM) programs once social barriers are resolved.
Assess social/economic barriers to design responsive plans.
Oversee patient access to vital community, behavioral health, and social services, removing cultural and socioeconomic barriers.
Direct the implementation and compliance of remote patient monitoring devices to guide timely nursing interventions and proper billing regulations.
While meeting monthly metrics, ensure that billable work of the certified Community Health Workers is appropriately supervised, documented and timely billed.
Oversees the certification and recertification process for Community Health Workers, ensuring compliance with all applicable requirements and timelines.
Takes direction from and works closely with the DCNO, the Director of BH, and the TWCPCE Board of Directors on developing, planning, implementing, and reporting on projects and initiatives arising from TWCPCE's strategic plan.
Takes the initiative to identify and propose patient engagement events/programs based on community health needs assessments and TWCCH SDOH screens, and, once approved, develops and implements the Project Plan with Budget for approval.
Works constructively with Practice Managers in all clinical locations to address non-medical patient complaints and concerns.
Partners with the Marketing & Communications Department and the Director of Patient Engagement and BH Outreach on all community outreach events/projects.
Ensures timely transfers of information and responses to patient and staff inquiries for support.
Assists patients in understanding their rights and responsibilities.
Demonstrates superb listening skills, compassion, and diplomacy when listening and interacting with patients, families, and clinical staff.
Continuously evaluates work process and design, leading the development or improvement of the existing TWCPCE infrastructure.
Organizes and administers patient support groups corresponding to identified needs within the organization.
Develops, maintains, and shares a listing of patient support groups within the organization and the wider community.
Assists providers in referring patients to patient support groups.
Serves as a liaison in providing content area expertise from the organization to support groups.
Embraces the identity as a champion of quality assurance and quality improvement in this innovative hybrid clinical/administrative role that also directly interacts with nonprofit governance.
Coaches and mentors staff and volunteers who have patient contact in order to achieve higher levels of patient satisfaction.
Attends all TWCPCE and TWCCH Board of Directors meetings and all relevant committee meetings as directed.
Attends meetings, conferences, and trainings relevant to patient engagement and social and economic determinants of health.
Collects, assesses, tracks, and reports data related to patient engagement initiatives and patient/community needs.
Attends meetings such as practice huddles and manager meetings and explores opportunities for meaningful community partnerships to improve patient health outcomes.
Performs other duties as assigned.