Patient Escort Program Manager

Durham Exchange Club Industries Inc•Durham, NC

7d•Onsite

About The Position

POSITION SUMMARY Oversee contract performance and vocational rehabilitation services for adults with disabilities working on the Patient Escort Federal contract at the Durham VA Medical Center. Reasonable Accommodation Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Requirements

Minimum four-year college degree in related field (psychology, rehabilitation, counseling, education, public administration, etc.) and a minimum of five years of successful supervisory experience in a related position; Master’s degree preferred. Managerial experience with services coordination required.
Five years successful work experience in a related industry, supervisory experience.
Ability to become certified in behavior intervention techniques (NCI).
Strong analytical and organizational skills as demonstrated by past job performance. Ability to collect, organize and analyze information.
Excellent communication skills and ability to work cooperatively and effectively with people of all levels.
Good writing skills and proper use of grammar.
An understanding of basic behavior modification and task-training techniques.
An understanding of confidentiality and the rights of people with disabilities.
Excellent organizational skills. Must be able to schedule and prioritize assignments and juggle multiple tasks.
Minimum of a four-year degree and must have combination of education and experience to be considered a “Qualified Professional” under the MH/DD/SA definitions.
Problem-solving and organizational abilities as evidenced by past experience and high degree of judgment and ingenuity required in dealing with complex factors not easily evaluated.
Experience with, and commitment to the vocational rehabilitation of individuals with disabilities.
Excellent analytical, organizational, leadership and managerial skills. Initiative and responsibility to deadlines and job demands will be important. Flexibility to adapt to varied requests & interrupted schedules.
Excellent communication skills, ability to work cooperatively with all levels of individuals. Ability to provide conflict resolution and remain unbiased.
Knowledge of rehabilitation programs/resources, community resources, support service agencies and applicable industry & government regulations.
Must be able to pass a federal background check.
Occasionally, may be called to support staff who are working nights and weekends.
Fluency in English language to facilitate communication with individuals with disabilities.
Valid Real ID driver's license is required for this position.
Must have reliable transportation.
Good computer skills with Microsoft Word and familiarity with Microsoft Access needed
U.S. Citizen or U.S. work qualification

Responsibilities

Administer and oversee the Durham VA Medical Center Patient Escort Federal contract.
Provide supervision and oversight of the Patient Escort Assistant Manager, Patient Escorts, Dispatchers and Lead Escort/Supervisor(s) to ensure contractual and regulatory requirements are understood and upheld at all times.
Maintain key relationship and act as the primary liaison with Durham VA Contracting Officer’s Representative (COR).
Act as primary point of contact for the COR and other members of contract management at the VA by responding promptly to emails and informational inquiries. Research and thoroughly investigate concerns and issues pertaining to quality and service delivery,
Responsible for all administrative actions related to the contract including quality data gathering, reporting, payroll, escort benefits, and scheduling.
Initiate and review all documentation (background investigation requests, payroll forms, pay and vacation allotments, benefits records, service notes, etc.) for accuracy of information and process. Monthly reporting to Manager, administration, and HR, on all pertinent activities. Reporting to Contract Rep at the VA as required.
Accountable for overall contract performance and VA customer satisfaction as measured by meeting needs, expectations and QASP. Monitor and report on quality following the DVAMC QASP per the contract.
Interact with nursing and other support departments to ensure the quality and timely delivery of service to patients, physicians, visitors and staff.
Resolve problems with the assistance of the Patient Escort Assistant Manager related to patient, visitor, staff or employee complaints about Escort Services and recommend and participate in the solution of on-going problems or trends.
Identify DECI service delivery problems and oversights, conduct research, resolve or make recommendations to resolve problems, utilizing other DECI members of management and the Program Services Director to make informed and impactful decisions.
Make routine decisions based on conclusions for which there is precedent. Consult with the Program Services Director or administration on complex issues not easily evaluated or issues for which there is no precedent.
Help your staff establish work priorities. Oversee implementation of trainings and quarterly meetings with Escorts and Dispatchers.
Oversee future planning and projects related to the Escort program, monitor staffing needs, and host as-needed video conferences/in-person meetings with VA management and COR.
Meet regularly with the Program Services Director to provide updates and discussion on current performance measures and needs.
Compile and submit previous months data related to Patient Escort Key Performance indicators to the COR by the 5th business day each month.
Complete screening and hiring process for new escorts. Ensure proper benefits enrollment and facilitate communication with benefits providers.
Meet with the Patient Escort Assistance manager to discuss training and performance needs to ensure the accurate and reflective recording of performance data.
Always be aware of workplace safety and immediately report any unsafe working conditions using the proper channels within the VA.
Responsible for all documents, files and reports, ensuring their compliance with established standards. Must ensure that all paperwork is kept up-to-date by you and all staff under your area (including notes and treatment summaries).
Responsible for ensuring implementation of VA required practices, DECI business practices, Patient Escort Handbook requirements, as well as ensuring the department is meeting and maintaining quality control standards.
Assure rehabilitation programs for individuals served are being followed and guide Escort Supervisor in doing the same.
Supervise “Associate Professionals” and/or “Paraprofessionals” as defined by MH/DD/SA and maintain necessary documentation of supervision.
Comply with all applicable rules, requests, and regulations of DECI, CARF, Division of Employment and Independence for People with Disabilities and area Mental Health.
Maintain all trainings and certifications required by Medicaid.
Maintain effective and professional communication with persons served, parents, advocates, sponsoring agencies, Contracting Officer’s Representative, VA staff, DECI staff, and DECI administration.
Seek out accommodations and or assistive technology necessary to optimize vocational achievement.
Act as a liaison between the staff and the Program Services Director.
Train and monitor professional development of staff.
Initiate plans to support staff training and increase morale.
Perform and submit yearly staff evaluations.
Able to work alternate shifts for coverage needs, including nights, weekends, and holidays.
Able to be on call on a rotating basis at night and on weekends
Other duties as assigned.