Manages the day-to-day operations of Clinical Support Team to ensure effective and quality service delivery. Oversees office-based support to the Care Management team for same day problem/complaint resolution and other care coordination service related issues. Also oversees telephonic support to the Call Center for escalated questions. Collaborates with Care Management and Call Center management to develop policies, protocols and workflows that are aligned with VNSNY CHOICE strategic goals and standards and in compliance with State and Federal regulations. Works under general direction.
- Manages the day-to-day operations of office based Social Work staff; ensures Care Management and Call Center departments receive optimal support to ensure needs of members are met.
- Participates in the development of clinical support processes that are aligned with care management and call center processes to ensure optimal service support. Writes policies and procedures consistent with current processes and compliant with Federal and NYS regulations.
- Ensures Clinical Support department policies and procedures are aligned with CMS Triple Aim framework: improving the patient’s experience of care (including quality and satisfaction), improving the health of populations, and reducing the per capita cost of healthcare.
- Analyzes case management problems/issues through the use of available data from a variety of sources and works collaboratively with staff on developing/implementing strategies for problem resolution.
- Ensures compliance with State and Federal regulations and agency policies and guidelines.
- Evaluates current Clinical Support policies, procedures and work processes; identifies areas of concern and develops/implements revised plans.
- Collaborates with Education department in coordinating/conducting staff orientation, training and development. Identifies staff educational needs and works with Education department to develop programs to meet these needs. Monitors and evaluates orientation, training and development programs and materials to determine effectiveness.
- Collaborates with Education department to develop social work standards of care consistent with professional practice principles and VNSNY CHOICE mission; trains staff to ensure standards are followed.
- Develops staff through individual/team coaching, internal and external resources/assignments. Involves staff in the process of self-development and holds staff accountable for meeting performance expectations/development plans. Uses a variety of methods in obtaining information about staff performance.
- Reviews call center summary reports with team, focusing on responses to clinical issues or complaints. Identifies trends and work with Call Center management to address and resolve issues. Accountable for related call center metrics.
- Collaborates with VNSNY CHOICE interdisciplinary team, including attending IDT meetings as necessary.
- Participates in development and implementation of the Quality Assurance and Compliance initiatives and collaborates across team, regions and programs with VNSNY CHOICE management team.
- Represents VNSNY CHOICE to outside organizations through professional memberships, workshops and conferences.
- Performs all duties inherent in a managerial role. Ensures effective staff training, evaluates staff performance, provides input for the development of the department budget, hires, promotes and terminates staff, and recommends salary actions, as appropriate.
- Participates in special projects and performs other duties, as needed.
Licensure:Current license to practice as a Licensed Social Worker in the State of New York required. Valid driver's license or NYS Non-Driver photo ID card, may be required as determined by operational needs.
Education: Master's degree in Social Work required.
Experience: Minimum of five years experience as a Licensed Social Worker in a home care, care management or related organization required. Minimum of two years of progressive experience in clinical management required. Effective oral/written communication and interpersonal skills required. Bilingual skills may be required, as determined by operational needs. Experience in education and training of clinical staff preferred.
The Visiting Nurse Service of New York (VNSNY) is the nation's largest not-for-profit home- and community-based health care organization, serving the five boroughs of New York City, and Nassau, Suffolk, and Westchester Countries. For over 125 years, VNSNY has been committed to improving the health and well-being of people through high-quality, cost effective healthcare in the home and community. We offer a wide range of services, programs, and health plans to meet the diverse needs of our patients, members, and clients from before birth to the end of life. Each day, more than 13,000 VNSNY employees - including nurses, rehabilitation therapists, social workers, other allied professionals, and paraprofessionals - deliver compassionate care, unparalleled medical expertise, and 24/7 solutions and resources to more than 44,000 patients and members, helping them to live the best lives possible in their homes and communities.