Supervisor, CCA Care Coordination Support Services

HealthPartners is hiring a Supervisor, CCA Care Coordination Support Services. This position provides supervision and leadership for the Care Coordination program's support services processes and team members. Care Coordination is available to members enrolled in either MN Senior Health Options (MSHO), MN Senior Care Plus (MSC+) or Special Needs Basic Care (SNBC). Support services assist Care Coordinators, service providers, and members themselves to navigate HealthPartners and access internal and external resources as needed.

ACCOUNTABILITIES:

Leadership:

Responsible for the supervision of staff, including having the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures.

Builds effective relationships, and inspires staff to achieve excellence in the daily administrative operations of Disease and Case Management.

Embraces change. Creates an environment that encourages creativity, independence, and willingness to change in Disease and Case Management team members.

Consistently applies HealthPartners organizational and department values (missions/vision/initiatives), and practices continuous quality improvement principles in relationships, daily work, and supervision.

Identifies and provides recommendations to senior leaders to help improve workflow, productivity, and to enhance customer service.

Evaluates current processes to identify opportunities to improve the provision and scope of Care Coordination support services.

Works with Manager, Disease and Case Management, to ensure implementation of changes or improvements to support services provision in a timely and effective manner.

Member Focus:

Ensures all staff, processes and programs are member-focused, resulting in high levels of member/patient/family, colleague and team member satisfaction.

Maintains knowledge of accessing member benefits/coverage/payor information.

Relationship and Team Building:

Establishes and maintains good working relationships within the Disease and Case Management Department, with other HealthPartners departments, and with external customers to facilitate excellence in Disease and Case Management processes and outcomes.

Creates and maintains a cohesive team by facilitating a collaborative, respectful, diverse environment.

Staff Selection and Development:

Provides supervision, guidance, coaching, and development of staff.

Provides ongoing performance feedback to staff members, and completes annual reviews on a timely basis.

Completes one on one meetings with staff to evaluate performance to ensure compliance with Disease and Case Management policies and procedures promoting consistency with activities.

Recruits and selects new staff in coordination with Manager, Disease and Case Management.

Monitors staffing and recommends adjustments to Manager as needed.

Promotes staff development in assignment of special projects, ongoing independent study, and education-related activities, to maintain and increase knowledge in the areas of responsibility.

Monitors for education/training needs. Once identified, facilitates implementation of training sessions.

Communication:

Communicates with Care Coordinators, members, leaders and administrative staff to facilitate successful daily management of support service operations to support the Care Coordination Programs.

Maintains confidentiality of information in accordance with department and corporate policies.

Collaborates with internal and external partners, acting as a resource to ensure goals of the Care Coordination Programs and the Disease and Case Management department are being met.

Technology:

Maintains knowledge of and effectively uses automated applications and systems.

Implements strategies to ensure efficiency and productivity through proficient use of automated systems by Care Coordination support services staff.

Understand the data and reports/reporting available to the Care Coordination programs in order to maximize efficiency and productivity.

Personal Development:

Participates in ongoing independent study, education-related professional activities, and professional affiliations to maintain and increase knowledge in the areas of Case Management and Operations Support.

Other Duties:

Participates in various committees, task forces, projects, and quality improvement teams, as needed and assigned.

Performs other duties as assigned.

REQUIRED QUALIFICATIONS:

BA/BS Degree in business or health-related field or equivalent in related postsecondary coursework and job experience.

Three years' experience in healthcare management programs, health-care member or customer services, quality improvement, or related experience.

Effective leadership and supervisory skills.

High level of expertise in written, oral, and interpersonal communication.

Strong customer service skills

Demonstrated ability to function independently and cooperatively.

Understanding of healthcare and/or HMO industry.

Understanding of state, county, and/or health plan systems and services for Medicaid-eligible persons

Demonstrated experience in hiring, orientation, coaching, and team building of professional staff.

Demonstrated flexibility and organizational skills.

Demonstrated appropriate decision making under challenging situations.

PREFERRED QUALIFICATIONS:

Demonstrated competency with Microsoft Office Professional and Microsoft Visio

Two years' experience supervising staff.

CHALLENGES:

Maintaining focus on the desired mission and vision while effectively responding to a rapidly evolving environment.

Influencing team members and colleagues to work collaboratively in achieving the goals and objectives of the Case Management program.

Optimization of interdependent, cross-divisional processes and strategies for successful change, with compliance to regulatory, accreditation, and customer requirements.

Supervising staff during significant change and rapid implementation.

DECISION-MAKING:

Makes independent decisions within the scope of this position's accountabilities and determines the need for and the timing of consultation with leadership.

Uses professional judgment, organizational knowledge, industry knowledge, and common sense in determining appropriate alternatives for members/patients/families, consulting with senior leadership, when indicated.

Assists with the development and implementation of the Care Coordination programs. Makes recommendations to leadership regarding policy development and/or changes.