Special Projects Coordinator

First Choice Community Health Centers•Lillington, NC

9d•Onsite

About The Position

The Performance Services/Special Projects Coordinator plans, analyzes, and evaluates current or proposed health programs within the First Choice Community Health Centers (FCCHC) for strategic planning and development. This role is responsible for supporting volume and growth objectives through marketing, referral relationships, and service excellence. The coordinator assists in developing recommendations to improve existing health programs or substantiate the need for additional programs. Key functions include marketing and growth, grant funding, outreach and community alliances, performance measurement reporting, patient satisfaction and service excellence, and special executive and board-level projects.

Requirements

Masters Degree in Health Administration, Public Health or Business Administration.
At least two (2) years of progressive supervisory/management and marketing experience in a healthcare setting or related experience.
Ability to prioritize and effectively execute the goals and initiatives of the organization.
Self-motivated, detail oriented and able to both effectively delegate and communicate to employees at all levels of the organization.
Four year college degree, preferably with concentration in Health Administration and/or management related specialization.
Ability to apply basic concepts of mathematics and computations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Use of computer skills to include working knowledge of all software available to employees and the ability to train employees on usage of software.
Good organizational skills and the ability to perform numerous tasks simultaneously in a fast-paced office environment.
Good analytical skills, attention to details, sense of personal responsibility for work performance and a professional attitude.
Demonstrated cultural sensitivity and commitment to advocacy for cultural diversity.
The ability to adhere to policies and procedures is a must.
Regularly required to talk or hear, sit, and use hands to handle or feel objects, tools, or controls.
Occasionally required to stand, walk, climb, balance on two feet, stoop, kneel, crouch, or reach with hands and arms.
Must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Ability to learn, adapt to changes, pay close attention to details, exercise discretion and good judgment, develop options and solutions to crisis and problems, gather and analyze facts, courteous and professional behavior, deal with stressful situations and adhere to company policies and procedures.

Nice To Haves

Preferred familiarity with effective use of MS Office, Publisher, Dreamweaver (or other HTML editor program), and Adobe design software.
Ability to write clear and informative content (grammar and spelling); edit work for spelling and grammar; vary writing style to meet needs; present numerical data effectively; read and interpret written information; write in format ideal for grant-writing application.

Responsibilities

Plans, analyzes, and evaluates current or proposed health programs within FCCHC for strategic planning and development.
Supports volume and growth objectives through marketing, referral relationships, and service excellence.
Assists in developing recommendations to improve existing health programs or substantiate the need for additional programs.
Supports special executive and board-level projects.
Develops an integrated and comprehensive organizational Marketing Plan to achieve corporate objectives related to patient volume.
Develops and executes comprehensive marketing plans and programs, both short and long range, to support revenue and volume objectives.
Develops and manages marketing operating budget.
Plans and oversees advertising and promotion activities including print, online, electronic media, and direct mail.
Serves as liaison with outside agencies on ongoing promotional campaigns.
Develops and presents a monthly report related to implementation of marketing activities, timeline (Gantt Chart), and resultant impact on growth measures.
Ensures effective control of marketing results, and takes corrective action to guarantee the achievement of marketing objectives within designated budgets.
Oversees and evaluates market research and adjusts marketing strategy to meet changing market demographic and competitive conditions.
Maintains website currency, continuously updates information on website, Facebook page; leverages other social media tools (Twitter, etc.).
Conducts marketing research (surveys and/or focus groups) related to current and new product concepts, and provides feedback for future program development.
Guides preparation of timely marketing activity reports and presents to executive management.
Accurately assesses and reports monthly the progress towards measurable growth goals and objectives.
Identifies additional specialized third-party resources to help support growth goals and objectives.
Researches, analyzes, and monitors political, competitive, economic, technological, and social-demographic factors to capitalize on market opportunities and minimize effects of competitive activity.
Gathers and synthesizes primary or secondary source data and converts to easily understood information format (charts, graphs, tables, etc.) for relevant decision-support uses for monthly presentation to leadership and/or board.
Creates and implements a planning model that supports the organization's mission and values based on an internal and external needs assessment.
Ensures that required reporting information is readily available.
Develops goals and objectives for the corporation in conjunction with team leaders that are consistent with the organization strategic plan of FCCHC.
Regularly monitors and reports progress in meeting objectives and revises strategies and priorities, as necessary, in collaboration with other members of the management team.
Performs periodic performance reviews (PPR), Failure Mode Effects Analysis (FMEA), and targeted audits as determined by leadership and performance trends.
Assists the CEO in defining short and long-term goals and developing strategies that will improve the provision of services and operational efficiency.
Collaborates with the Chief Medical Officer, DCO/CCO, and other staff to design and implement improved scheduling protocols, including redesigning workflows and re-aligning staff as necessary.
Serves as strategic liaison for key organizational initiatives between all departments and patients while setting priorities for strategic work plan implementation.
Assists Human Resources in the development and dissemination of monthly Employee Newsletter.
Develops and implements community newsletter.
Maintains open channels of communication with the CEO in relation to problems/issues in the centers or organizational “red flags” in a timely manner.
Proposes and submits written recommended actions to address root causes.
Helps ensure that organization and departmental goals and initiatives are consistent and in alignment with strategic organizational planning goals and objectives.
Ensures that assigned measures of strategic goals and objectives are accurately measured and reported in a timely manner.
Responsible for the tracking and monthly reporting of strategic scorecard metrics to CEO and Board of Directors.
Identifies potential collaborative relationships and/or partnerships which help meet the needs of the organization.
Develops assessment, reporting, and presentation tools to report activities and outcomes related to collaborative relationships.
Assists the CEO in community outreach for FCCHC services and consistently serves as an ambassador for excellence to internal and external customers.
Develops and delivers outreach materials and tools (DVDs, brochures, online resources, etc.) for use as an introductory tool, consistent with marketing plan.
Participates in community functions in order to enhance community awareness/image of services offered by the organization.
Identifies and proactively responds to potential substantive relationships, partnerships, and/or networking opportunities; reports activities and outcomes monthly in support of growth objectives.
Develops referral relationships with other organizations for the purposes of building encounter volume.
Proactively identifies and responds to new funding opportunities; reports status to CEO.
Assists with grant writing activities and facilitates completion of grants as directed.
Ensures quality patient care per county/local, state, federal, and organizational standards and protocols in coordination with the DCO/CCO.
Develops and updates Service Excellence Scorecard for provider and sites, and reports monthly at each site to staff.
Handles patient grievances ad-hoc (complaints or survey grievances).
Receives patient satisfaction service recovery and inquiry report and responds with root-cause inquiry and service recovery as needed.
Reviews and reports patient satisfaction information to staff.
Communicates timely patient satisfaction results to employees immediately upon receipt.
Rounds patient waiting areas to address concerns and questions of patients.
Supports the implementation and development of coordinated inter-site efforts to improve service excellence and resultant word-of-mouth encounter volume.
Provides weekly report of patient grievances (wait time, cleanliness, staff friendliness, etc.) to DCO/CCO.
Monitors and reports on patients who are waiting more than one hour in the waiting or exam areas.
Reports by-site wait time scores as part of monthly performance measures.
Develops and implements a reward and recognition program/plan to recognize the FCCHC site with the highest overall average satisfaction score each quarter.
Provides timely encrypted sampling list information bi-weekly to The Crossroads Group (organizational development firm) or CEO designee.
Utilizes process improvement methodologies to identify opportunities for change, analyze data using the CQI process, systems and processes for all programs and develops plans for improvements in collaboration with the Chief Executive Officer and Chief Medical Officer.
Assists with the development and implementation of special projects which support corporate growth objectives (e.g., mobile units, school system collaboration, etc.).
Supports and helps facilitate the development and implementation of systems, processes, policies and procedures that are consistent with current professional practice standards, regulatory requirements and health care trends.
Monitors effectiveness of, and compliance with policies and procedures.
Administers the Advocacy program to include formal and informal coalitions, task forces, and other groups, and maintains up-to-date and comprehensive database of such involvement and other helpful partner and stakeholder information.
Coordinates Advocacy program for community events, and other special events.
Regularly visits all sites to promote collaboration and communication, assess staff performance, monitor organizational efficiency/effectiveness, and assess compliance with established standards of practice and care.
Validates performance with hard data and routine “spot checks” in key areas.
Participates in policy development and implements policies and programs expectations set forth by the CEO and Board of Directors.
Performs Quarterly Cost-Benefit-Analysis (CBA)/Cost-Effectiveness Analysis (CEA) reporting of program initiatives.
Performs other necessary duties as required by First Choice Community Health Centers to meet the goal of providing quality primary health care services and all additional related duties and responsibilities, as assigned by the CEO.