Senior Operations Manager

Job Summary:

Under the supervision of the Program Director, the Senior Operations Manager will provide administrative, clinical operations, and leadership to support care coordination, community partnerships, and program initiatives.

Key Functions/Responsibilities:

• Under the supervision of the Program Director, the Senior Operations Manager will provide administrative, clinical operations, and leadership to support care coordination, community partnerships, and program initiatives. The Manager will work with the Management Team, care coordinators, partner organizations and community organizations to develop the infrastructure to support patients' referral needs and be responsible for overseeing the operation of care coordination, protocols, assessments, and supervision. S/he will engage with all Affiliated Partners to ensure smooth care transitions and engage disengaged patients with care.

• The Manager will oversee outreach to Assigned Enrollees, initial assessment, and the care coordination and planning process. The Manager will manage all aspects of state and federal requirements for licensure and care, including grants management, regulatory agencies, and hospital programs.

• In addition, he/she will provide oversight of Care Plan creation, documentation, Qualifying Events, and home visits. In addition, the Senior Operations Manager will develop and implement strategies to ensure that gaps or challenges (e.g., follow-up) are addressed and improved.

• This position also serves as a core-member of the Management Team to help provide systems-based insight.

Other more general responsibilities include the following:

Program Implementation and Infrastructure

• Develops and implements guidelines and policies with the purpose of ensuring compliance with all government regulations, as well as maintaining alignment with the organization's mission.
• Monitors the effectiveness of the program, making adjustments as needed, in collaboration with the Program Director. Develops and implements quality initiatives, including staff recruiting and training, monitoring/reporting of significant clinical events, monitoring/recording member/family satisfaction, and monitoring/recording satisfaction of referral sources.
• Works with the Program Director to create, develop and recommend changes in program model; implements new clinical services, as needed. Ensures culturally appropriate continuum of services for clients.
• Works with existing partners to ensure seamless delivery of services for high-need clients.
• Ensures the department maintains an up-to-date listing of and liaison with service providers, including hospitals, family stabilization teams, outpatient facilities, residential facilities and shelters.

Personnel Management

• Works with Program Director, operations managers, and Human Resources on the selection of qualified employees for employment following all policies, guidelines, and applicable laws.
• Responsible for effective personnel management including training, supervision, chairing meetings, mentoring and instilling a commitment to quality and excellence.
• Directly supervises LTSS Clinical Care Managers, LTSS Registered Nurses, BMC Team Care Coordinators, Outreach Coordinators, and the Senior Administrative Coordinator. Provides dotted-line supervision to non-BMC Care Coordinators, in collaboration with Affiliated Partner Project Managers.
• Monitors productivity and performance to identify and evaluate program/ department strengths and training opportunities in relation to operational effectiveness.
• Conducts employee performance evaluations and disciplines when appropriate to include termination, with appropriate supportive documentation as per established policy.
• Encourages staff and personally advances professional growth and development through participation in educational programs and workshops and maintaining knowledge of industry standards and practices.
• Maintains personnel files for all assigned staff, including current CV, current job description, core competency ratings, mandatory education requirements, continuing education requirements, and yearly performance evaluation/goals and objectives.
• Maintains time off records; maintains staff work schedules. Processes all payroll requests, action forms, time cards and vendor/sub-contractor billing.
• Assists with orientation and supervision of graduate interns (e.g. public health or social work students)

Administration

• Works with Program Director and Senior Administrative Coordinator to ensure timely and accurate data collection and to maintain a data management system. Compiles statistics and uses data to determine status of program activities.
• Works with Program Director to oversee and review all requests for training and consultation
• Writes semi-annual progress reports and annual progress reports, in collaboration with Program Director, for submission to all external funding agencies/sponsors (e.g., MassHealth/EOHHS).
• Develop summary budgets, status, and projections; reports issues to Program Director. Reviews and authorizes fund disbursements, ensuring budget compliance.
• Functions as a key liaison with state and city agencies. Ensures clear communication and coordination between Boston Medical Center and all regulatory agencies.
• Conduct weekly/bi-weekly staff meetings to review requests for training and consultation, discuss intern training program and other relevant programmatic topics.

Must adhere to all of BMC's RESPECT behavioral standards

Qualifications:

Education:

Bachelor's Degree is required

Certification or Conditions of Employment:

• None
• RN or LSW preferred

Experience:

Minimum of 3 years of prior program development or grant implementation experience.

Competencies, Skills, and Attributes:

• Fully literature and capable on Excel, Outlooks, Windows, and PowerPoint and able to quickly learn to use additional software as appropriate
• Able to manage multiple sources of information simultaneously at a detailed level, under time pressure
• Ability to be self-directed and prioritize essential tasks
• Highly independent worker with strong teamwork skills
• Highly detail oriented and accurate
• Ability to take direction from multiple people
• Excellent interpersonal skills.
• Flexible to changing needs of program

Working Conditions and Physical Effort:

• Regular and reliable attendance is an essential function of the position.
• Work is generally performed in the field with some home/corporate office work. Position is eligible for telework.

• No or very limited physical effort required.
• No or very limited exposure to physical risk.