Occupational Health RN Program Manager

STGi•Rockville, MD

152d•Onsite

About The Position

STGi is seeking a Clinical Agreement Manager-RN to support the Federal Occupational Health (FOH) Headquarters office in Rockville, MD. The Clinical Agreement Manager (CAM) is a trained clinical healthcare or management analyst with customer service experience, serving as an FOH health services Subject Matter Expert (SME) and troubleshooter for implementing and maintaining services for FOH agency customers. Duties include resolving customer questions, concerns, and complaints related to clinical services. The CAM collaborates with other CHS staff, including Account Executives (AEs), Regional Clinic Managers (RCMs), Area Clinic Managers (ACMs), and Agreement Manager Assistants (AMAs), partnering with AEs on customer-facing responsibilities and playing a key role in strategic customer meetings. The CAM is fundamentally responsible for operationalizing new business or changes to existing business, supporting FOH’s Strategic Narrative and customer agency visions, goals, and values.

Requirements

Trained clinical healthcare or management analyst.
Customer service experience.
Working knowledge of The Joint Commission (TJC) Standards for ambulatory care.
Familiarity with federal regulations related to IAA, SOW, and funding documents.
Thorough understanding of the breadth and range of clinical health services offered by FOH.
Knowledge of occupational safety and health principles.
Experience in all aspects of customer management, including customer site visits and teleconference meetings.
High-level proficiency on all technology utilized by FOH, including STM, CRM, FH.
Familiarity with customer agency directives, policies, and operations.
Sufficient knowledge of FOH governance and compliance with FOH policies and procedures.

Nice To Haves

Serves as FOH health services Subject Matter Expert (SME) and trouble shooter.
Collaborates with other CHS staff members including Account Executives (AEs), Regional Clinic Managers (RCMs), Area Clinic Managers (ACMs) and Agreement Manager Assistants (AMAs).
Partners with the AE for customer facing responsibilities.
Key player in strategic meetings with customers.
Fundamentally responsible for operationalizing new business or changes to existing business.
Supports FOH’s Strategic Narrative and customer agency’s vision, goals, and values.
Works directly with Chief of Clinics (CCS), RCMs and the Quality Improvement team (QIT) on all issues related to policies, SOPs or LOPs.
Assists with implementation of new policies and SOPs.
Communicates and collaborates with FOH Quality, Safety and Risk Manager as needed in response to safety events.
Routinely consults with CCS and RCMs to ensure clinics are equipped to perform services on the appropriate schedule before finalizing SOW and WO.
Collaborates with RCM and ACMs to ensure there is adequate time, trained staff and supplies to deliver services according to FOH policies and SOPS in a TJC compliant manner.
Communicates and collaborates directly with RCMs/ACMs to ensure clinics are equipped with adequate numbers of staff members with required security clearances for assigned customers in response to new requests for services, or increases to existing services.
Coordinates with opening, moving, or closing of clinics within assigned area.
Communicates and collaborates directly with RCMs/ACMs to assist with opening, moving, and closing of clinics for assigned customers.
Plays a key role in ensuring that the clinical content of the IAA and SOW reflect the appropriate clinical needs and scope of FOH services.
Identifies appropriate occupational health services based upon accurate assessment of customer needs.
Responsible for the overall management and coordination of the work required under the interagency agreements within area of responsibility including but not limited to familiarity with the customer agency directives, policies and operations and bridges the agency mission to the FOH services provided.
Works with RCMs/ACMs to manage outreach activities and consultations, including verification of funding prior service provision.
Addresses problem areas, develops and recommends innovative solutions for logistically challenging scenarios.
Prepares and completes SOWs in partnership with the AEs according to FOH policy and SOP. Ensures the right people are involved and that the documents accurately reflect the customer's needs and FOH's ability to meet those needs.
Prepares WOs in consultation with FOH SMEs including the Medical Director and RCM/ACM to ensure documents accurately reflect the customer’s needs and FOH's ability to fulfill those needs.
Works with the RCMs on all contract related issues for staffing, services, and equipment.
Provides agency information in support of improvements to vendor contracts that best serve the interests of FOH.
Monitors and reports on cost recovery to CHS Director for assigned customer agencies.
Ensures cost recovery by developing and reviewing Service Plans carefully to verify that all cost estimates are accurate and account for all services to be provided. Responsible for the oversight of the monthly charge QA for assigned customer accounts.
Responsible for the development of agreement scopes for new business and annual agreement scope preparation for assigned existing customer agencies in collaboration with the AEs.
Collaborates with AEs on fiscal/budgetary issues. Helps develop and achieve metrics related to cost recovery.
Collaborates with fiscal team to ensure that notification is provided to the CHS Director, Chief of Clinics, and the CHS Business Operations Manager when customer agencies lack sufficient funding for requested services.
Follows HHS and FOH policy regarding the management and security of PHI and PII. Protects confidential and proprietary financial documents, including contract pricing and FOH internal cost rates.
Completes HHS and FOH mandated training on schedule.
Demonstrates high level of proficiency on all technology utilized by FOH including and not limited to: (STM, CRM, FH, etc.) Participates in all required FedHealth training and assists with implementation as directed.
Utilizes Customer Agreement Management (CAM) tool to maintain current and relevant customer information.
Updates CAM system with current customer information within 48 hours of receipt.
Utilizes reports from designated IT system to track medical exams and reviews to monitor service delivery to customer and provide reports as requested.
Performs all FOH associated tasks on Government Furnished Equipment. Documents customer interactions in FOH Customer Relationship Management (CRM) tool. Ensures data are accurately entered and managed within the FOH CRM system.
Primarily responsible for the customer experience as it relates FOH's performance of clinical operations. Reports significant issues to the AEs and relevant FOH counterpart’s any and all customer complaints, significant safety events, staffing and/or other contractual issues, site closures or new business requests to the CHS Business Operations Manager.
Demonstrates knowledge of occupational safety and health principles. Takes the initiative to solve service delivery issues affecting the customer while keeping the AE informed.
Reports any site specific issues to the RCMs for resolution. Provides weekly status on issues in the assigned agency portfolio that affects the RCMs.
Uses the consultative approach to identify customer needs and to determine the most appropriate service options in conjunction with SME in the respective CHS (or other FOH) service area.
Works collaboratively with other FOH service and administrative areas to achieve desired customer outcomes.
Facilitates efforts with other FOH service areas to ensure the customer is fully satisfied with the overall “FOH experience.
Gathers ongoing customer feedback and makes suggestions to service areas that may improve customer satisfaction.
Demonstrates experience in all aspects of customer management, including customer site visits and teleconference meetings, and documents them in the FOH Customer Relationship Management system. Manages the operational needs of complex customer accounts that require a high degree of interaction. Assigned to a specific customer(s), region, and/or program to lead a proactive, consultative customer response for the services that are provided.
Participates with AEs in planning, developing and implementing strategic program and business goals specific to the customer agency, and aligned with the FOH Strategic Narrative.
Coordinates with ACMs to resolve customer service issues. Understands the FOH Strategic Narrative and customer agency’s goals, vision and values in order to enhance performance and value to the customer. Promotes FOH services that improve agency comprehensive programs.
Participates in face to face meetings and conference calls with customers as requested.
Develops agency contacts and cultivates relationships at all levels to enhance FOH's position, culminating in increased business within the designated book of business.
Works collaboratively with other FOH service and administrative areas to achieve desired customer outcomes and total customer solutions.
Facilitates efforts among other FOH service areas to ensure the customer is fully satisfied with the FOH experience.
The CAMS regularly review services provided to identify any gaps in medical oversight that require corrective action in addition to cross-sell and up-sell opportunities that will benefit the customer.
Comprehensive customer knowledge related to operational issues and facilitates proactive measures that demonstrate quality improvement to customer.
Has sufficient knowledge of FOH governance and complies with all applicable FOH policies and procedures. Participates in FOH Committee Meetings as required.
Takes responsibility for tracking and reporting metrics related to service delivery and value to customers. Aggregates raw data into standardized reports on clinic quality and service delivery to assigned customer agencies and presents to CCS and CHS Director.
Identifies customer specific metrics to improve the efficiency of service. Ensures reports and other deliverables are completed on time and meets agency’s needs.
Identifies goals and outcomes related to the agency needs; establishes realistic schedules with measurable tasks to ensure the work stays on track.
Submits weekly progress reports and ensures data are accurate. Ensures that data are accurately entered and managed within the FOH CRM system.
Obtain reports from current Information System and Customer Satisfaction Surveys (CSS) to ensure customer deliverables as related to service quantity and quality is being met.

Responsibilities

Possess a working knowledge of The Joint Commission (TJC) Standards for ambulatory care and their application during service delivery formulation.
Evaluate customer requests against TJC requirements, communicate issues to the customer, and find TJC-compliant solutions.
Determine the need for new policies, SOPs, and/or LOPS for specific agencies and lead coordination or tracking of progress to completion.
Report all safety events in accordance with the FOH Safety Event Reporting System.
Communicate and collaborate with FOH Quality, Safety and Risk Manager as needed in response to safety events.
Understand and comply with the provisions of the Privacy Act regarding medical information and verbal communication of PII/PHI.
Provide oversight and guidance to clinic nurses regarding services to assigned customers according to Statements of Work (SOW) and Work Orders (WO).
Consult with CCS and RCMs to ensure clinics are equipped to perform services on the appropriate schedule before finalizing SOW and WO.
Develop training and tools (e.g., Exam Q/A checklists) as needed to facilitate service delivery in clinics for assigned customers.
Communicate and collaborate with RCMs regarding customer requests for increased or new services requiring changes in staffing or equipment.
Collaborate with RCM and ACMs to ensure adequate time, trained staff, and supplies for TJC-compliant service delivery.
Communicate and collaborate with RCMs/ACMs to ensure clinics have adequate staff with required security clearances for new or increased services.
Coordinate the opening, moving, or closing of clinics within assigned areas.
Coordinate with RCMs/ACMs/Fiscal and QIT on space design and other environment of care factors.
Utilize FOH/PSC branding as directed.
Collaborate with AEs and other CHS SMEs in the creation of IAA, SOW, and funding documents according to federal regulations.
Ensure the clinical content of IAA and SOW reflect appropriate clinical needs and scope of FOH services.
Review SOWs in consultation with FOH subject matter experts, accurately reflecting customer needs and FOH's ability to fulfill them.
Develop accurate Work Orders, ensuring they are published and distributed to relevant service delivery units.
Demonstrate a thorough understanding of the breadth and range of clinical health services offered by FOH.
Identify appropriate occupational health services based on accurate assessment of customer needs.
Represent FOH in accordance with the agency's mission and values.
Manage and coordinate work required under interagency agreements, including familiarity with customer agency directives, policies, and operations.
Ensure WOs are accurate for services to be performed according to IAA/SOW/WOs.
Address problem areas, develop, and recommend innovative solutions for logistically challenging scenarios.
Participate in routine or ad hoc reports for data calls or per customer request.
Serve on review panels or workgroups for issues requiring subject matter expertise.
Prepare and complete SOWs in partnership with AEs according to FOH policy and SOP.
Prepare WOs in consultation with FOH SMEs, including the Medical Director and RCM/ACM.
Work with RCMs on all contract-related issues for staffing, services, and equipment.
Provide agency information to support improvements in vendor contracts.
Monitor and report on cost recovery to CHS Director for assigned customer agencies.
Ensure cost recovery by developing and reviewing Service Plans to verify accurate cost estimates.
Oversee the monthly charge QA for assigned customer accounts.
Develop agreement scopes for new business and annual agreement scope preparation for assigned existing customer agencies in collaboration with AEs.
Collaborate with AEs on fiscal/budgetary issues and help develop and achieve cost recovery metrics.
Collaborate with the fiscal team to notify relevant parties when customer agencies lack sufficient funding.
Follow HHS and FOH policy regarding the management and security of PHI and PII.
Protect confidential and proprietary financial documents.
Complete HHS and FOH mandated training on schedule.
Demonstrate high-level proficiency on all technology utilized by FOH (e.g., STM, CRM, FH).
Participate in all required FedHealth training and assist with implementation.
Utilize Customer Agreement Management (CAM) tool to maintain current customer information.
Update CAM system with current customer information within 48 hours of receipt.
Utilize reports from designated IT systems to track medical exams and reviews, monitor service delivery, and provide reports.
Perform all FOH associated tasks on Government Furnished Equipment.
Document customer interactions in FOH Customer Relationship Management (CRM) tool, ensuring accurate data entry and management.
Primarily responsible for the customer experience related to FOH's clinical operations performance.
Report significant issues, customer complaints, safety events, staffing issues, site closures, or new business requests to AEs and relevant FOH counterparts.
Demonstrate knowledge of occupational safety and health principles.
Take initiative to solve service delivery issues affecting the customer while keeping the AE informed.
Report site-specific issues to RCMs for resolution.
Provide weekly status on issues in the assigned agency portfolio affecting RCMs.
Use a consultative approach to identify customer needs and determine appropriate service options with SMEs.
Work collaboratively with other FOH service and administrative areas to achieve desired customer outcomes.
Facilitate efforts with other FOH service areas to ensure customer satisfaction with the overall “FOH experience.”
Gather ongoing customer feedback and make suggestions for service area improvements.
Demonstrate experience in all aspects of customer management, including site visits and teleconference meetings, documenting them in the FOH CRM system.
Manage operational needs of complex customer accounts requiring high interaction.
Lead proactive, consultative customer response for assigned customer(s), region, and/or program.
Participate with AEs in planning, developing, and implementing strategic program and business goals specific to the customer agency.
Coordinate with ACMs to resolve customer service issues.
Understand the FOH Strategic Narrative and customer agency goals, vision, and values to enhance performance and value.
Promote FOH services that improve agency comprehensive programs.
Participate in face-to-face meetings and conference calls with customers as requested.
Develop agency contacts and cultivate relationships at all levels to enhance FOH's position and increase business.
Review services provided to identify gaps in medical oversight requiring corrective action and cross-sell/up-sell opportunities.
Facilitate proactive measures demonstrating quality improvement to the customer based on comprehensive customer knowledge of operational issues.
Have sufficient knowledge of FOH governance and comply with all applicable FOH policies and procedures.
Participate in FOH Committee Meetings as required.
Track and report metrics related to service delivery and value to customers.
Aggregate raw data into standardized reports on clinic quality and service delivery and present to CCS and CHS Director.
Identify customer-specific metrics to improve service efficiency.
Ensure reports and deliverables are completed on time and meet agency needs.
Identify goals and outcomes related to agency needs; establish realistic schedules with measurable tasks.
Submit weekly progress reports and ensure data accuracy.
Obtain reports from current Information System and Customer Satisfaction Surveys (CSS) to ensure customer deliverables related to service quantity and quality are met.